Document:

<PAGE>

                                                                   Exhibit 10.17

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

                                                     GE/Support.com Confidential

                             [LOGO OF SUPPORT.COM]

                                                     Agreement Number: GEN012900

                              Licensee Information

<TABLE>
<S>                                                                             <C>
---------------------------------------------------------------------------------------------------------------------------------
Licensee: General Electric Company                                              Contact: Kevin Hofmann
---------------------------------------------------------------------------------------------------------------------------------
Address: 3135 Easton Turnpike, Fairfield, CT 06431                              Phone: (203) 373-3878
---------------------------------------------------------------------------------------------------------------------------------
Email:                                                                          Fax:  (203) 373-3865
---------------------------------------------------------------------------------------------------------------------------------
</TABLE>

                         ENTERPRISE LICENSE AGREEMENT

This License Agreement ("Agreement") is entered into as of February 17, 2000
(the "Effective Date") by and between Support.com, Inc., with offices at 575
Broadway, Redwood City, CA 94063 ("Support.com") and General Electric Company,
with offices at 3135 Easton Turnpike, Fairfield, CT 06431 ("GE"), and sets forth
the terms and conditions under which Support.com agrees to license software to
GE.

1.   DEFINITIONS
     -----------

1.1  "Computer(s)" shall mean all computing devices owned, leased, rented or
controlled by GE.

1.2  "Confidential Information" shall mean the GE Confidential Information or
the Support.com Confidential Information, as the case may be, as used in
Section 4. hereof.

1.3  "Documentation" shall mean the instructions and/or end-user manuals that
describe installation, use, and/or operation of the Software which is provided
to GE along with the Software.

1.4  "Employee" shall mean any employee of GE or an individual independent
contractor using the Software in the course of performing services on behalf of
GE and for whom GE remains responsible.

1.5  "Enterprise License" shall mean the license grant which, subject to the
terms and conditions herein, allows any Employee to access and use the Software,
without limitation as to the number of Employees who may concurrently access and
------------------
use the Software. As such, subject to the terms of the Agreement, the Enterprise
License shall grant access and use to an unlimited number of simultaneous
Employee-users, with no limitation on the number of copies which may be made by
GE of the Software.

1.6  "GE" shall mean General Electric Company and any subsidiary, affiliate, or
other worldwide entity (i) which General Electric Company consolidates into its
audited financial statements and, (ii) upon consent from Support.com (which
consent shall not be unreasonably withheld), in which General Electric has at
least twenty percent (20%) ownership; provided that (A) each such subsidiary,
affiliate, or entity is not a competitor of Support.com and (B) General Electric
Company shall remain responsible for compliance with this Agreement by each such
subsidiary, entity, and affiliate.

1.7  "GE Business" shall mean an individual operating business or division of
GE, which operating divisions at the time of this Agreement include: GE Aircraft
Engines, GE Appliances, GE Capital Services, GE Industrial Systems, GE
Information Services, GE Lighting, GE Medical Systems, GE Motors, GE Plastics,
GE Supply, GE Transportation Systems, NBC and GE Corporate (which includes GE
Corporate Research & Development, and all other Corporate and support components
which components provide, among other things, international trade support,
market development, licensing and investments for various GE businesses) .

1.8  "GE Confidential Information" shall mean all information identified by GE
as confidential or proprietary and disclosed by GE to Support.com which relates
to GE's past, present or future research, development, business activities and
Help Desk and e-Commerce programs including, but not limited to GE's Help Desk
and e-Commerce training programs and collateral materials, and GE's Help Desk
and e-Commerce project cases, compilations thereof, and associated knowledge
bases. GE Confidential Information shall include (1) any unannounced product(s)
or service(s) of GE; (2) the terms, conditions and subject matter of this
Agreement and any related contract documents; and (3) any other GE information
or materials provided to Support.com and designated by GE as confidential. GE
Confidential Information will not be deemed to include information that is (i)
publicly available or becomes so in the future without restriction, other than
as a breach of this Agreement by Support.com, (ii) rightfully received by
Support.com from third parties and not accompanied by confidentiality
<PAGE>

obligations, (iii) already in Support.com's possession and lawfully received
from sources other than GE, (iv) approved for release or disclosure without
restriction by GE in writing or (v) independently developed by Support.com
without the use of any GE Confidential Information.

1.9  "Network" shall mean an aggregation of devices, any of which may perform
the functions of computation, data storage, and/or data communications, and
which are interconnected by cable or wireless communications means so as to
permit the passage of machine-readable information among two or more such
devices; Network shall include without limitation any publicly accessible
communications systems capable of data and/or voice communications, which
systems may be generally known as the Internet, the World Wide Web, or other
designation.

1.10 "Non-Production Use" shall mean any use or installation of the Software for
failover, disaster recovery, development, staging, technology integration,
testing, and/or other such purposes, by GE Employees. GE shall not be subject to
any requirement by Support.com to pay fees for Support Services on a per use or
installation basis, provided that there shall be a requirement that such fees
shall be applicable to at least one instance of an Operational deployment in
cases where a GE Business is undertaking any such Non-Production Use or
installation of the Software and does not yet otherwise have an Operational
deployment in place and GE seeks the benefit of Support Services.

1.11 "Operational" shall mean, under the Enterprise License, for the Software
installations, only those installations of Software which are deployed for
operational ("production") use in support of GE and only such Operational
Software shall be subject to optional, annual fees for Support Services under
the Agreement.

1.12 "Product Upgrade" shall mean a successor version of the Software that is an
eSupport solution made generally available to GE in accordance with Exhibit A
                                                                    ---------
hereof. Subject to the terms and conditions hereof, Product Upgrades shall
include, for example, the following:

     (a)  changes in the one's, tenth's, hundredth's, or after hundredth's digit
          of the Software version number;

     (b)  successor version(s) of the Software that incorporates corrections,
          upgrades and/or enhancements to the Software, whether or not such
          corrections, upgrades and/or enhancements are marketed separately by
          Support.com;

     (c)  migration from one operating system to another prescribed by
          Support.com;

     (d)  migration from 32-bit Software to 64-bit Software;

     (e)  migration from one platform generation to the next platform generation
          of Software;

     (f)  migration by Support.com of Software from one localized language
          (e.g.: U.S. English) to any other localized language (e.g.: German) to
          the extent that Support.com has made such migration available to other
          licensed users of the Software; and

     (g)  new releases containing increased Software functionality derived from
          the Software (whether marketed separately or as part of a more
          comprehensive release).

If Support.com removes a feature or function from the Software that existed as
of the Effective Date of this Agreement, or which resulted from a Product
Upgrade during the term of this Agreement, and Support.com then distributes the
removed feature or function as a stand-alone or other product, then such new
stand alone product shall be deemed to be a Product Upgrade for purposes of this
Agreement.  If Support.com develops a successor product with incremental
improvements to the Software with similar functionality and Support.com then
distributes the successor product, then such successor product will be
considered a Product Upgrade.   However, if Support.com develops other Software
products outside the eSupport solutions, it shall be at Support.com's discretion
as to whether or not the other software products are distributed as a Product
Upgrade.

Support.com expressly acknowledges and agrees that it is GE's intent, by virtue
of this Agreement, to license all current Support.com eSupport solutions
identified in Exhibit A for GE Businesses globally, and the parties acknowledge
              ---------
that any future derivatives of current Software and technologies will be
provided to GE as outlined above. Notwithstanding Support.com's obligation to
provide Product Upgrades, both parties acknowledge eSupport solutions are still
evolving, therefore for a period of [***] months from the Effective Date
("Technology Subscription Period"), Support.com will provide all of its non-
third party internally developed eSupport solutions (as listed on a certain
document dated February 15, 2000, entitled "Product Enhancements" and signed by
Radha Basu which is hereby incorporated by reference and made an integral part
of this Agreement) that are made generally available and are outside the above
definitions of Product Upgrades to GE if and when Support.com develops such
product.

1.13  "Site" shall mean one or more buildings or

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPERATELY WITH THE COMMISSION.

                                       2
<PAGE>

portion(s) thereof that are located within an area defined by a ten mile radius,
and are i) used in the conduct of GE business, and ii) are under control within
GE's organizational structure.

1.14  "Software" shall mean as of the Effective Date of this Agreement the
products designated on Exhibit A, including all related Documentation, and
                       ---------
modifications thereof, and received by GE from Support.com pursuant to this
Agreement.  In the event GE is current under Support Services, "Software" shall
also include Product Updates within eSupport solutions that were provided to GE
during the Technology Subscription Period. Software also includes all Product
Upgrades in accordance with Exhibit C.
                            ---------

1.15  "Support.com Confidential Information" shall mean Support.com's Software,
Documentation, discoveries, ideas, concepts, know-how, techniques, designs,
specifications, drawings, blueprints, tradings, diagrams, models, samples, flow
charts, data, computer programs, disks, diskettes, tapes, marketing plans,
prospect names, customer names, and other technical, financial or business
information, whether regarding the past, present, or future. Support.com
Confidential Information shall include (1) any unannounced product(s) or
service(s) of Support.com; (2) the terms, conditions and subject matter of this
Agreement and any related contract documents; and (3) any other Support.com
information or materials provided to GE and designated by Support.com as
confidential.  Support.com Confidential Information will not be deemed to
include information that is (i) publicly available or becomes so in the future
without restriction, other than as a breach of this Agreement by GE, (ii)
rightfully received by GE from third parties and not accompanied by
confidentiality obligations, (iii) already in GE's possession and lawfully
received from sources other than Support.com, (iv) approved for release or
disclosure without restriction by Support.com in writing or (v) independently
developed by GE without the use of any Support.com Confidential Information.

1.16  "Support Services" shall mean the software maintenance and technical
support services performed by Support.com for GE hereunder, as described in
Exhibit C attached hereto.
---------

1.17  "Third Parties" shall mean customers and suppliers of GE.

2.    SCOPE OF THIS AGREEMENT
      -----------------------

This Agreement shall apply to GE wherever situated (subject to Section 17), and
Software may be used by GE and its officers and Employees engaged in work on
behalf of GE, whether on or off premises, worldwide (subject to Section 17).
This Agreement shall also allow GE to install the Healing Agent component of the
Software on GE Computers which may be located at Third Parties' premises
provided that (i) GE restricts usage of the Software to activities related to
business between GE and such Third Party and/or in conjunction with services
being provided to GE by such Third Party for GE's benefit, and (ii) the Software
is used in accordance with the terms of this Agreement and GE remains
responsible for compliance with this Agreement by such Third Parties as long as
such Third Parties use is as contemplated by the Parties and within the scope of
control of GE as reasonably contemplated by this Agreement. Notwithstanding,
Support.com acknowledges that the Software may also be accessed incidentally by
any end user in the world while obtaining application services from GE provided
that such end user does not install or download any component of the Software.

3.    LICENSE
      -------

3.1   License Grants.
      --------------

(a)   In consideration of payment made by GE to Support.com pursuant to
Exhibit A of this Agreement, Support.com grants and agrees to grant GE, subject
---------
to the terms and conditions contained herein, a non-exclusive, perpetual,
limited, non-transferable (except as set forth herein), worldwide Enterprise
License to use and/or reproduce the Software on GE Computers and GE Networks
under the terms of this Agreement.

(b)   Support.com hereby grants and agrees to grant to GE a non-exclusive
license to reproduce (completely and accurately) and install, subject the terms
of this Agreement, the Software specified in Exhibit A. GE shall have the right,
                                             ---------
subject to Section 17, to reproduce and install such Software on Computers and
Networks in GE's United States and worldwide sites .

(c)   Support.com additionally grants to GE a non-exclusive right to reproduce
and install copies of the appropriate Software on GE Computer(s) located in the
home(s) of, and/or carried and used on a portable basis by, Employees of GE,
provided that any such Employee uses such Software on such home or portable
Computer substantially in fulfillment of GE employment duties.

(d)   GE may make reasonable copies of the Software and Documentation for back-
up and archival purposes in accordance with applicable law. GE shall reproduce
the Software and Documentation accurately and include all original copyright and
trademark notices, claims of confidentiality, or trade secrets, and other
proprietary rights notices on all back-up or archival copies. Any copies that GE
makes of the Software or Documentation, in whole or

                                       3
<PAGE>

in part, are Support.com's sole property.

3.2  Restrictions
     ------------

(a)  GE agrees not to reverse engineer, decompile, disassemble, extract or
otherwise derive, the source code and any other ideas, algorithms or procedures
from the Software or Documentation for any reason, except to the extent that
Support.com is not permitted by such applicable law to exclude or limit such
rights. Information relating to the Software which is necessary to enable the
production of software which is interoperable or compatible with the Software or
other software may be available from Support.com upon written request.

(b)  GE agrees to reproduce the Software and Documentation accurately and
include Support.com's original copyright and trademark notices, claims of
confidentiality or trade secrets, and other proprietary rights notices on any
copies of the Software and Documentation, including partial copies.

(c)  Except to the extent expressly authorized herein or in the Documentation,
GE agrees not to modify or create a derivative work of any part of the Software.

3.3  Intentionally omitted.
     ---------------------

3.4  Intentionally omitted.
     ---------------------

3.5  Acquisitions by GE.  If GE acquires another entity or part of another
     ------------------
entity (either, an "Acquired Entity"), such Acquired Entity shall be considered
GE hereunder and bound by the terms hereof and the Software license fee paid by
GE hereunder shall not be adjusted in light of such acquisition during the term
of this Agreement, provided that the Acquired Entity meets the definition of
"GE" as set forth in Section 1.

3.6  Title.  Subject only to the license granted pursuant to this Agreement,
     -----
Support.com shall retain all right, title and interest, including all copyrights
and trademarks, in and to the Software.

3.7  Extension of License Rights.  At the sole option and discretion of GE, upon
     ---------------------------
written notice thereof to Support.com, the provisions of this Agreement shall
supersede the provisions of any other agreement in effect as of the Effective
Date of this Agreement between GE and Support.com.

4.  NONDISCLOSURE OF CONFIDENTIAL INFORMATION
    -----------------------------------------

All Confidential Information furnished under this Agreement by the party
disclosing such Confidential Information (the "Disclosing Party") to the party
receiving the Confidential Information (the "Receiving Party") shall remain the
property of the Disclosing Party and/or its licensors.  The Disclosing Party's
Confidential Information may be disclosed to Receiving Party visually, orally,
in machine-readable form, or in writing (including graphic material).  When
disclosed in machine-readable form or writing, the Confidential Information
shall be labeled "Confidential" or otherwise appropriately as to indicate its
confidential nature.  When disclosed visually or orally, the Confidential
Information shall be identified as Confidential Information at the time of
initial disclosure.  The Receiving Party shall label clearly as "[Disclosing
Party's Name] Confidential" all Confidential Information reduced by Receiving
Party to machine readable form or writing as a result of such disclosures by
Disclosing Party.

Support.com and GE agree that each party shall receive the Confidential
Information of the other party subject to the following conditions:

(a)  Confidential Information shall be held and protected by Receiving Party in
strict confidence and used by Receiving Party and its personnel and affiliates
only in conjunction with the performance of this Agreement. The Receiving Party
shall not disclose the Confidential Information of the Disclosing Party to
anyone except its own officers, Employees, who have a need to know such
information for purposes of exercising the Receiving Party's rights or
performing its obligations hereunder, and such officers and Employees shall make
no further disclosure of Confidential information to any other officers,
employees, third parties or GE Contractors of the Receiving Party nor to any
other party without the express written authorization of the Disclosing Party.

(b)  GE and Support.com warrant and represent on their own behalf that all of
their own officers, and Employees working on GE-Support.com projects are aware
of (or will, within 10 days of the Effective Date of this Agreement be made
aware of) the terms of this non-disclosure agreement so that they may
sufficiently protect the considerable interests of the Disclosing Party's
Confidential Information.

(c)  The Receiving Party shall not copy the Disclosing Party's Confidential
Information (except for the limited purpose of making secondary copies for
officers and employees on a need-to-know basis) and shall return to Disclosing
Party any or all portions of the Disclosing Party's Confidential Information at
any time upon request by the Disclosing Party including, but not limited to all
documents or other media containing the Disclosing Party's Confidential
Information. If any intermediate work products or working papers containing the
Disclosing Party's Confidential Information shall have been generated, they
shall be delivered to the Disclosing Party's Contract Administrator or Technical
Coordinator or, when appropriate, disposed of as they so direct.

(d)  GE's and Support.com obligations herein with respect to any item of
Confidential Information

                                       4
<PAGE>

shall be binding upon each party during the term of this Agreement and for five
(5) years after the expiration or termination of this Agreement. Protection to
trade secrets shall extend to such time as the relevant information qualifies as
a trade secret under the applicable law.

(e)  Neither GE nor Support.com nor any third party shall have obligations to
the other regarding the accuracy or future utilization by the Receiving Party of
the Disclosing Party's Confidential Information.

(f)  The Receiving Party shall not export or re-export any of the Disclosing
Party's Confidential Information, technical data or products received from the
Disclosing Party or the direct products of such Confidential Information's
technical data to any proscribed country, unless authorized by the Disclosing
Party in writing, and as properly authorized by any applicable regulation of the
U.S. Government.

(g)  THE RECEIVING PARTY ACQUIRES NO INTELLECTUAL PROPERTY RIGHTS FROM THE
DISCLOSING PARTY UNDER THIS AGREEMENT, except for the restricted right to use
Disclosing Party's Confidential Information for the express, limited purposes
described above.

(h)  The Receiving Party shall be responsible in all cases for the enforcement
of all confidentiality and non-disclosure provisions contained herein as they
pertain to the Disclosing Party's Confidential Information, and shall bear all
liability for any violations of these provisions by its subsidiaries,
affiliates, joint ventures, consultants, agents, third party contractors and
related persons or entities that are controlled by or under common ownership and
control of the Receiving Party.

(i)  Support.com acknowledges that GE does not desire to receive any Support.com
Confidential Information that is not related or appropriate to the performance
of this Agreement or that is not otherwise requested by GE (collectively,
"Disclosure Objectives"). Support.com agrees to use reasonable efforts to avoid
disclosures of Support.com Confidential Information to GE that are not
Disclosure Objectives.

(j)  Either party may disclose the Disclosing Party's Confidential Information
to a governmental entity in the event such disclosure is required to be
disclosed pursuant to a regulation, law or court order provided such party has
given prior notice to the Disclosing Party and provides only the minimum amount
of information required to comply with such regulation or order.

5.   PROPRIETARY RIGHTS INDEMNIFICATION
     ----------------------------------

(a)  Support.com represents and warrants that it is the sole owner of the
Software, or has procured the Software under valid licenses from the owners
thereof, and Support.com further represents and warrants that it has full power
and authority to grant the rights herein granted without the consent of any
other person. Support.com shall defend and indemnify and hold GE harmless
against any amounts awarded in a settlement or final court decision arising from
any claim, suit, or other proceeding brought against GE based on an allegation
that the Software or any elements thereof, or the use of any Software furnished
by Support.com pursuant to this Agreement constitutes a violation or
infringement of any worldwide copyright, trade secret, or other proprietary
information right, or U.S. patent provided that Support.com is notified promptly
in writing of such allegation, suit, or proceeding and given full, complete, and
exclusive authority, and complete information and assistance (at Support.com's
expense) for the defense of same. Support.com shall pay without limitation all
damages and costs incurred by GE with respect to such suits or proceedings, but
Support.com shall not be responsible for any compromise made by GE or its agents
without Support.com's consent. If such Software is held by a court of competent
jurisdiction to constitute infringement, and its use is enjoined, Support.com
shall, at its own expense without limitation, either promptly procure the right
for continued use of such Software by GE, or, if the performance thereof will
not thereby be materially adversely affected promptly replace or modify such
product(s) so that it becomes non-infringing. If neither of the actions
specified for Support.com in the preceding sentence is commercially feasible,
then as a last resort, Support.com shall accept return of such Software and
refund to GE all fees paid by GE for such Software if such return of Software
occurs within the five (5) year period beginning on the Effective Date, plus any
unused maintenance fees paid for the Software and any costs incurred by GE in
the removal of such Software and installation of alternative products. After
such five (5) year period beginning with the sixth (6th) year, GE shall be
entitled to a pro-rata refund based upon a five (5) year depreciation schedule.
During the pendency of any claim against GE with respect to Support.com's
ownership or authority, GE may withhold payment of any sum otherwise required to
be paid hereunder.

(b)  Support.com has no liability for any claim arising out of or related to (i)
a modification of the Software by anyone other than Support.com without
Support.com's prior written consent where such modification was outside of the
scope of use of the Software as reasonably contemplated by the Documentation
and, but for such modification there would be no infringement; (ii) a
combination of the

                                       5
<PAGE>

Software with any third party software or hardware not specifically recommended
by Support.com in its Documentation where such combination is the cause of such
infringement; or (iii) the use of a version of Software other than the then-
current version if infringement would have been avoided with the use of the
then-current version, provided that Support.com notified GE that a current
version was available to correct known infringing functionality; and

     i)   GE shall have had the option to receive such release at no charge, on
          an immediate basis, and

     ii)  Support.com has promptly notified GE in writing of recommendations to
          implement such release so as to minimize any disruption and costs to
          GE for ongoing Operational use of the Software; and

     iii) GE has applied commercially reasonable judgment to endeavor to accept
          Support.com's proposed recommendations.  However, if after applying
          reasonable judgment, GE concludes that the implementation of such
          release by GE would have involved significant disruption or cost to
          GE, then Support.com shall remain liable under this Section 5.0 absent
          a mutually agreeable resolution.

(c)  The rights granted to GE under this Section 5.0 shall be GE's sole and
exclusive remedy for any alleged infringement of any patent, copyright, trade
secret or other proprietary rights except where the alleged infringement of any
such right is asserted by GE to be an infringement of a GE right, then the
parties agree that no such limitation as to remedy set forth above shall apply.

6    PAYMENT
     -------

GE agrees to pay Support.com the fees set forth in Exhibit B.  All fees are
                                                   ---------
payable forty-five (45) days from receipt of a correct invoice. All prices are
exclusive of taxes, and GE shall be solely responsible for any sales, value-
added or similar tax, other than taxes imposed on Support.com's income.

7    WARRANTY
     --------

7.1  Media Warranty

Support.com warrants that for a period of ninety (90) days from the Effective
Date the media used to store and deliver Software to GE shall be free from
defects in manufacture and material.  Should the media fail to be free of
defects in manufacture or material during the ninety (90) day warranty period,
Support.com shall replace the defective media.  Defective media shipped to the
Support.com with a shipping date within the 90 day warranty period will be
replaced at no charge including shipping.

7.2  Limited Warranty

Support.com warrants that for a period of twelve (12) months from the Effective
Date, the Software will perform substantially as described in their
Documentation.  If GE should determine during the warranty period of twelve (12)
months from the Effective Date the Software fails to perform substantially in
such a manner, GE's sole and exclusive remedy  shall be either replacement of
the Software at no charge or a full refund of all license fees paid by GE for
the right to use the program.  GE will deliver all copies of defective Software
with associated Documentation to Support.com to receive replacements or a refund
of fees.

7.3  Code Integrity Warranty

Support.com warrants that it has used reasonable efforts to ensure that, upon
delivery of the Software, the Software contains no "computer viruses" or "time
bombs" as those terms are commonly understood in the information processing
industry.  Specifically, Support.com warrants that the Software contains no code
or instructions (including any code or instructions provided by third parties)
that is intended to access, modify, delete, damage, or disable any computer,
associated equipment, computer programs, data files or other electronically
stored information operated or maintained by GE.  Support.com hereby expressly
waives and disclaims any right or remedy it may have at law or in equity to de-
install, disable or repossess (except as may otherwise be expressly provided in
this Agreement) any Software, in the event GE fails to perform any of its
obligations under this Agreement, except in the event such right or remedy is
finally determined by a tribunal of competent jurisdiction.

7.4  Documentation Warranty

Any Documentation furnished as part of Software(s) hereunder will be in form and
substance at least equal to comparable materials generally in use in the
industry.  If at any time such original Documentation is revised or supplemented
by additional Documentation, thereupon GE shall be entitled to such revised or
additional Documentation at no charge.  GE shall have the right to reproduce all
Documentation supplied hereunder provided such reproduction shall be solely for
the use by GE.

7.5  Year 2000 Compliance Warranty

                                       6
<PAGE>

In addition to any other warranties and representations provided by Support.com
to GE, whether pursuant to this Agreement, by law, equity, or otherwise,
Support.com represents and warrants that (a) all Software and Support Services
without limitation, provided by Support.com or their agents or assignees
hereunder, shall be Year 2000 Compliant at the time of delivery and at all times
thereafter and in all subsequent updates or revisions of any kind, and (b)
Support.com's supply of the Software and Support Services to GE shall not be
interrupted, delayed, decreased, or otherwise affected by dates prior to, on,
after or spanning January 1, 2000.

For purposes of this Agreement, Year 2000 Compliant means that (1) the Software
and Support Services accurately process, calculate, provide and/or receive date
data (including without limitation calculating, comparing, and sequencing),
within, from, into, and between centuries (including without limitation the
twentieth and twenty-first centuries), including leap year calculations, (2)
neither the performance, functionality nor the supply to GE of the Software and
Support Services will be affected by dates prior to, on, after, or spanning
January 1, 2000, (3) date data of any kind will not cause any error,
interruption, or decreased performance in the operation of such Software and
Support Services, and (4) where any date element is represented without a
century, the correct century will be unambiguous for all manipulations involving
that element.

If at any time the Software and Support Services are found, by GE or any other
of Support.com's customers, not to be Year 2000 Compliant, then, in addition to
any other obligation of Support.com under the law, pursuant to this Agreement,
at equity, or otherwise, at no additional charge to GE, Support.com shall, by no
later than thirty (30) days after receipt of a report of noncompliance repair or
replace the non-conforming Software or Support Service.

Any statute of limitations that might be applicable to Support.com's Year 2000
Compliant warranty and representation shall not accrue or begin to run until the
later of January 1, 2000 or the time when such statute of limitations would
otherwise accrue or begin to run, and, with respect to any claim based on any
failure of the Software and/or Support Services to be Year 2000 Compliant,
Support.com shall not assert any defense based on or alleging the passage of
time from the Effective Date of this Agreement to January 1, 2000.

7.6  General Representations and Warranties Support.com represents and warrants
that:

(a)  it has taken commercially reasonable efforts to ensure it has not
     intentionally submitted material information heretofore and
     contemporaneously that has been untrue and inaccurate in any material
     respect;

(b)  it has the authority, license or permission from any third party owner or
     security interest holder, to use intellectual property in conjunction with
     the provision of the Software and Support Services under this Agreement;

(c)  it will obtain the requisite personnel, competence, alliances, skill and
     physical resources necessary to provide the Software and Support Services
     on a global basis as set forth under this Agreement and that it is
     authorized to act on behalf of and engage various service providers and
     resellers on its behalf; and

(d)  Services delivered or performed shall be in accordance with the highest
     generally accepted standards of the profession existent at the time the
     Services are delivered or performed (for the same type of Services and at
     the same rates).

7.7  This warranty and the other warranties contained in this entire Section 7
herein shall not apply if: (i) Software was not used in accordance with the
Documentation, however, if the Software specifications contained in the
Documentation are re-published by Support.com during the Warranty Period and the
re-published specifications described functional capabilities that are
diminished from what the capabilities described in the original specifications,
the warranty shall still apply unless Support.com obtains express written
consent of GE; (ii) Software was altered, modified or converted by GE or other
third party (other than a customer-configurable feature of the Software), where,
but for such alteration, modification, or conversion the Software would have
performed; or (iii) GE's computer(s) malfunctioned and the malfunction caused
the defect.

7.8  EXCEPT AS SET FORTH IN THIS SECTION, SUPPORT.COM AND ITS LICENSORS DISCLAIM
ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, WRITTEN OR ORAL, STATUTORY OR
OTHERWISE, WITH RESPECT TO THE SOFTWARE AND SUPPORT SERVICES PROVIDED HEREUNDER,
INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A
PARTICULAR PURPOSE. SUPPORT.COM DOES NOT WARRANT THAT THE SOFTWARE WILL BE
SECURE OR UNINTERRUPTED. GE MAY HAVE OTHER STATUTORY RIGHTS. HOWEVER, TO THE
FULL EXTENT PERMITTED BY LAW, THE DURATION OF STATUTORILY REQUIRED WARRANTIES,
IF ANY,

                                       7
<PAGE>

SHALL BE LIMITED TO THE ABOVE LIMITED WARRANTY PERIOD. MOREOVER, IN NO EVENT
WILL WARRANTIES PROVIDED BY LAW, IF ANY APPLY UNLESS THEY ARE REQUIRED TO APPLY
BY STATUTE.

8    SUPPORT SERVICES
     ----------------

8.1  Initial Support Services. During the one (1) year period extending from the
     ------------------------
Effective Date (the "Initial Support Period"), Support.com shall provide the
Support Services described in Exhibit C.
                              ---------

8.2  Renewals. After the Initial Support Period, Support.com's obligation to
     --------
provide the above-described Support Services and GE's obligation to pay the
applicable annual Support Service fee shall renew automatically upon the first
and second anniversary of the Effective Date. Thereafter, Support.com's
obligation to provide the above-described Support Services and GE's obligation
to pay the applicable annual Support Services shall renew automatically upon
each of the third through ninth anniversary of the Effective Date, unless GE has
given Support.com written notice of cancellation at least thirty (30) days prior
to the expiration of the then current term.

8.3  Training.  Each day On-Site Training entitles GE to a one-day standard
     --------
training class on-site at GE's facilities. Each class may be attended by no more
than fifteen (15) employees of GE. GE shall be responsible for all travel,
meals, hotel and other associated expenses related to providing such training
services provided such expenses comply with the GE's travel and expense policy
as described on Exhibit E of this Agreement. GE shall pay for and Support.com
                ---------
shall provide the number of On-Site Training days listed on Exhibit B.
                                                            ---------

9    TERM AND TERMINATION.
     --------------------

9.1  This Agreement shall be in effect until terminated as provided herein. GE
may terminate the Agreement for convenience after thirty six (36) months upon
one hundred eighty days (180) written notice. For the avoidance of doubt, the
license term for the Software under this Agreement is perpetual (in accordance
with Exhibit A), subject to earlier termination in accordance with the terms
     ---------
hereof pursuant to a material breach by GE including, but not limited to, a
violation of Section 4.0.

9.2  Either party may terminate this Agreement upon the occurrence of any of the
following events of default:

(a)  If the other party fails to perform any of the covenants defined herein or
     fails to carry out or discharge any of its material obligations herein, and
     fails to correct such failure within a thirty (30) day cure period
     following written notice specifying such failure by the other party.

(b)  If the other party shall have become insolvent or bankrupt, admitted in
     writing its inability to pay its debts as they mature or taken any action
     for the purpose of entering into winding-up, dissolution, bankruptcy,
     reorganization or similar proceedings analogous in purpose or effect
     thereto, or any such action shall have been instituted against it and such
     party shall have acceded thereto or such action shall not have been
     dismissed or stayed within sixty (60) days of the institution thereof, or
     any order shall have been made by any competent court or any resolution
     shall have been passed for the appointment of a liquidator or trustee in
     bankruptcy or such party shall have appointed or suffered to be appointed
     any receiver or trustee of the whole or any material part of its assets or
     business or shall have entered into any composition with its general
     creditors. In any such event the other party (i.e., the first party
     specified in this paragraph B of Section 9.0) may terminate this Agreement
     at any time after such event by giving notice or may suspend or cancel
     deliveries during the continuation of any such event.

9.3  Expiration or termination of this Agreement for any reason other than
breach shall not abridge or diminish in any way the rights of GE to use the
Software previously licensed or to receive Maintenance or Support Services as
provided in this Agreement, and such use of the Software shall continue in
perpetuity subject to the applicable terms and provisions of this Agreement.
Continuation of optional Support Services for such Software is subject to the
applicable terms and provisions of Exhibits A, B and C of this Agreement. Upon
                                   -------------------
termination for breach by GE, GE shall promptly destroy or return all copies of
the Software to Support.com and shall provide Support.com with written
certification that all such copies have been destroyed or returned. GE shall pay
Support.com in full all amounts owed to Support.com, within thirty (30) days of
termination by Support.com or for convenience by GE or expiration of this
Agreement.

9.4  Impaired Performance
     --------------------

(a)  In the event Support.com, except for reasons beyond its reasonable control,
     willfully or grossly negligently fails to materially perform or observe any
     of its obligations as expressly specified in this Agreement and Support.com
     fails to take effective corrective action within thirty (30) days following
     written notice thereof by GE,

                                       8
<PAGE>

     GE may, without waiving its right to terminate the Agreement, accept
     Support.com's impaired performance and make reasonable proportional
     reduction in payment for the specific defaulting Software or service.

(b)  In the event GE, except for reasons beyond its reasonable control,
     willfully or grossly negligently fails to materially perform or observe any
     of its obligations as expressly specified in this Agreement and GE fails to
     take effective corrective action within thirty (30) days following written
     notice thereof by Support.com, Support.com may, without waiving its right
     to terminate the Agreement, accept GE's impaired performance and declare
     that the particular and only the particular license(s) in default for the
     Software is terminated immediately.  GE shall immediately thereupon stop
     using any terminated Software and ten (10) days after any such termination,
     GE shall, at its own expense, either return to Support.com, or destroy, the
     particular copy(ies) of the Software and its (their) Documentation
     including any back-up copies and provide Support.com with written
     certification that GE has so returned or destroyed such copy(ies).

(c)  Upon written notice to the other party prior to the expiration of the
     corrective action period, in accordance with Sections 9.4 (a) and (b)
     above, a party has the right hereunder to request binding arbitration of
     the disputed breach before the American Arbitration Association, or its
     successor, however, nothing in this Section 9.4 shall be intended to or
     construed as restricting a party from seeking relief in a court of
     competent jurisdiction.  If the parties can not mutually agree upon a
     single arbitrator, each party shall designate one arbitrator provided
     further that the arbitrator (s) selected shall be knowledgeable in the
     computer software field. The rules and regulations to be followed shall be
     those of the American Arbitration Association, or its successor, in effect
     on the date of delivery of the demand for arbitration.  The parties
     expressly agree that the arbitrator(s) shall have the authority  to issue
     equitable relief.  The decision of the arbitrator(s) shall be final and
     binding on both parties and their respective successors and permitted
     assigns, and such decision may be enforced by any court having jurisdiction
     over the party against whom the award is rendered. Each party shall pay the
     fees of its own attorneys and the expenses of its witnesses.  All other
     costs and expenses of the arbitration, including the cost of recording the
     transcripts thereof, if any, administration fees and all other fees and
     costs, shall be paid by the non-prevailing party.  In the event the
     arbitrator(s) make(s) no assessment of such other fees, costs and expenses,
     such fees, costs and expenses shall be borne equally by the parties.

10.  QUALITY
     -------

10.1 The parties acknowledge that Support.com's willingness and ability to
provide Software and Support Services of the quality and at the levels specified
herein are the essence of this Agreement.  Accordingly, the following provisions
shall apply to all Software and Support Services furnished by Support.com
hereunder:

10.2 Industry Standards. Support.com represents that its Support Services will
     ------------------
be performed in a manner consistent with its Documentation and published
specifications, and shall be in accordance with the highest generally accepted
industry standards (for the same type of Services and at the same rates). This
clause shall not be interpreted as an extension to the warranty in Section 7.2,
as the latter is the warranty for the Software.

11   Limitation of Liability.
     -----------------------

Support.com's maximum cumulative liability to GE arising out of or relating to
this Agreement, whether based upon warranty, contract, tort, or otherwise, shall
not exceed: (i) for a claim based on the Software or the use thereof the total
amount of license fees paid to Support.com under this Agreement, and (ii) for a
claim based on the provision of Support Services, the total amount of
maintenance fees for the Maintenance Period in which the claim arose.

Except for a claim for breach of GE's intellectual property rights or GE
Confidential Information, Support.com shall not be liable for any special,
indirect, incidental, or consequential damages, including, but not limited to,
loss of profits, loss of data, or loss of use damages, arising out of or
relating to this Agreement or the creation or supplying of the Software or
Support Services, even if Support.com was aware of or was notified of the
possibility of such damages.  Except for a claim for breach of Support.com's
intellectual property rights or Support.com's Confidential Information, GE shall
not be liable for any special, indirect, incidental, or consequential damages,
including, but not limited to,

                                       9
<PAGE>

loss of profits, loss of data, or loss of use damages, arising out of or
relating to this Agreement.

In no event shall the foregoing limitation limit either party's liability to the
other party for damages resulting from personal injury or tangible property
damage. As used above, the term "tangible property" shall not include software,
documentation and/or data files. Support.com's liability for Proprietary Rights
Indemnification shall be as expressly set forth under Section 5.0 and not
subject to any limitation whatsoever.

12   RIGHT TO AUDIT
     --------------

The parties agree to apply reasonable efforts to minimize reporting requirements
in the administration of this Agreement except as specifically set forth in
accordance with Exhibit A.   Notwithstanding, the intent of those efforts to
                ---------
minimize reporting requirements shall not preclude Support.com the ability or
right to protect its interests under this Agreement, and therefore there may be
some instances in which an ability to audit is necessary.

13.  Cumulative Remedies.  The remedies under this Agreement shall be
     -------------------
cumulative and not alternative and the election of one remedy for a breach shall
not preclude pursuit of other remedies unless expressly provided otherwise in
this Agreement.

14.  Dispute Resolution.  Before either party initiates any arbitration
     ------------------
proceeding as set forth in Section 9 above or any legal action against the other
arising from this Agreement (other than to seek injunctive or other equitable
relief), the matter in controversy will first be referred to the chief
information officers or other appropriate officers of the parties.  Such
officers shall take all reasonable steps to attempt to resolve the matter within
four (4) weeks of the date of referral.

15.  Governing Law.  This Agreement shall be governed in all respects by the
     -------------
substantive laws of the State of New York, United States of America, without
regards to its rules on conflicts of law. The parties specifically disclaim the
applicability of the United Nations Convention on Contracts for the
International Sale of Goods.

16   Notices.  Notices will be in writing and will be sent to the address below.
     --------
Any notice may be delivered personally or by certified mail, (or the equivalent)
and will be deemed to have been serviced, if by hand when delivered, if by mail
48 hours after mailing.

     If to Support.com:
     -----------------

     Support.com, Inc.
     575 Broadway
     Redwood City, CA 94063
     Attention: Corporate Counsel

     If to GE:
     --------

     Mark Mastrianni
     Manager, Technology
     General Electric Company
     3135 Easton Turnpike
     Fairfield, CT 06431

17.  Export Restrictions.  GE agrees to comply with all applicable export and
     -------------------
import laws and regulations.  During the term of this Agreement, Support.com
will, as a material obligation of this Agreement, disclose the levels of
encryption technology contained within the Software sufficient for GE to comply
with all applicable export and import law and regulations. Furthermore,
Support.com will notify GE, sufficiently in advance, when the level of
encryption technology changes as long as the change(s) is in adherence to such
export and import laws and regulations.

18.  Assignment.
     ----------

18.1 Assignment by Support.com
     -------------------------

     Support.com shall not assign or sublicense its rights under this Agreement
     to any other person, entity or affiliate without the prior written consent
     of GE, which consent shall not unreasonably be withheld or delayed.
     Notwithstanding the foregoing, Support.com may assign all of its rights and
     obligations hereunder in the case of (i) the sale of all or substantially
     all of the capital stock or assets of Support.com, or (ii) the merger of
     Support.com with and into another entity where the Support.com is not the
     surviving entity. GE hereby authorizes the foregoing assignments, provided
     that (a) such transfers or assignments are made pursuant to a written
     assignment and assumption agreement under which the transferee agrees to
     perform all of Support.com's obligations hereunder; and (b) Support.com may
     not transfer or assign its rights or obligations hereunder to any then-
     current competitor or customer of GE (or any affiliate, division, operating
     unit or subsidiary of such competitor or customer).

18.2 Assignment by GE
     ----------------

(a)  GE may assign or otherwise transfer Software or the Agreement, in whole, to
     third

                                       10
<PAGE>

      parties (such party, a "Transferee") following notice to Support.com in
      connection with the sale of all or substantially all of the capital stock
      or assets of GE or a division, business operation or subsidiary of GE (any
      of the foregoing, a "GE Business Unit"). Support.com hereby authorizes the
      foregoing assignments, provided that (a) such transfers or assignments are
      made pursuant to a written assignment and assumption agreement; (b) all
      fees due to Support.com for use by GE of such Software and Support
      Services prior to such assignment have previously been paid; (c) GE may
      not transfer or assign any Software or related materials to any then-
      current competitor or customer of Support.com (or any affiliate, division,
      operating unit or subsidiary of such competitor or customer); and (d) the
      Transferee shall have signed mutually agreeable software license and
      support agreements with Support.com as set forth below.

      Support.com hereby agrees that the material terms of the Software license
      granted to GE hereunder shall be passed on to a Transferee for no
      additional license fee for the term of this Agreement provided that (i)
      the scope of use of the Software by the Transferee does not and will not
      exceed the scope of use at the time of transfer of the Software by GE or
      the applicable GE Business Unit; (ii) GE notifies Support.com of the total
      number of Healing Agent licenses that will be transferred to the
      Transferee at the time of divestiture and such transferred licenses shall
      then vest in the divested entity; and (iii) that number of transferred
      licenses at the time of divestiture will be included in the number of
      Healing Agents as called for on Exhibit A. In the event that the divested
                                      ---------
      entity has additional requirements or terms (including fees for licenses
      and services) said requirements or terms will be determined between the
      divested entity and Support.com, and those additional Healing Agent
      licenses will not be included in the total called for on Exhibit A. When
                                                               ---------
      the Software is transferred to a Transferee, GE's license and GE's right
      to use the Software, to the extent such rights have been transferred, are
      terminated.

(b)   GE shall notify Support.com in writing within thirty (30) days of the
      assignment date and shall furnish Support.com a copy of an executed
      assignment agreement demonstrating that Transferee agrees to be bound by
      the terms and conditions of this Software license. The assignment
      agreement between GE and Transferee shall contain the number of Healing
      Agents that are being transferred

(c)   Notwithstanding any assignment of the rights and obligations of GE to
      Transferee, GE shall continue to be bound by the confidentiality and non-
      disclosure provisions of this Agreement, which provisions shall survive
      such assignment. GE may not retain any copies of Software or Documentation
      licensed hereunder following the assignment to Transferee.

(d)   An assignee of either party, if authorized hereunder, shall be deemed to
      have all of the rights and obligations of the assigning party set forth in
      this Agreement. It is understood that no assignment shall release the
      assigning party from any of its obligations, and the "assigned" party
      shall carry all obligations.

19.   [***]. Support.com represents that the unit [***] being provided hereunder
are [***] than the unit [***] by Support.com to [***] using the full
funcitionality of the Software for internal purposes.

20.   Independent Contractor. The relationship created by this Agreement is one
      ----------------------
of independent contractors, and not partners, franchisees or joint venturers. No
employees, consultants, contractors or agents of one party are employees,
consultants, contractors or agents of the other party, nor do they have any
authority to bind the other party by contract or otherwise to any obligation,
except as expressly set forth herein. Neither party will represent to the
contrary, either expressly, implicitly or otherwise.

21.   Headings. The descriptive headings of this Agreement are intended for
      --------
reference only and shall not affect the construction or interpretation of this
Agreement.

22.   Severability. If any provision of this Agreement is held by decision of a
      ------------
court of competent jurisdiction to be ineffective, unenforceable or illegal for
any reason, such decision shall not affect the effectiveness, validity or
enforceability of any or all of the remaining provisions hereof, and if any
provision of this Agreement is so held to be ineffective, unenforceable, or
illegal with respect to any particular circumstances, such provision shall
remain in full force and effect in all other circumstances.

23.   Publicity. As a material obligation of this Agreement, neither party shall
      ---------
use the name, logo, trademark, or any reference either direct or indirect of the
other in publicity releases, advertising, case

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

                                       11
<PAGE>

studies or references without the prior written consent of the other. Except as
set forth in Exhibit D, Paragraph VIII or unless the parties mutually agree
             ---------  --------------
during the term of this Agreement, Support.com understands that GE does not
contemplate providing any such consent and is under no obligation, express or
implied, to provide any such consent, and, in the event that any such consent
should be granted for a particular communication, GE shall not be under any
further obligation to provide consent in any future request. Both parties to
this Agreement agree not to disclose the existence or terms of this Agreement to
any third party without the prior written approval of the other, except that GE
may disclose this Agreement to an Assignee instituted by GE pursuant to Section
18.2 hereof or pursuant to Section 4(j).

24.   Amendment. Any waiver, amendment or modification of any of the provisions
      ---------
of this Agreement, or any right, power or remedy hereunder, shall not be
effective unless made in writing and signed by the party against whom
enforcement of such waiver, amendment or modification is sought. No failure or
delay by either party in exercising any right, power, or remedy with respect to
any of its rights hereunder shall operate as a waiver thereof in the future.

25.   Security. In the event that any Support.com personnel are physically
      --------
present at a GE location pursuant to this Agreement, any such physical presence
shall be subject to commercially reasonable security requirements, provided that
GE will indemnify and hold Support.com harmless against any claims by such
personnel related to an invasion of privacy, and Support.com shall indemnify GE
against any claims that may arise because of the negligence of such personnel.

26.   Disputes; Injunctive Relief. In the event of a legal action brought by one
      ---------------------------
party against the other and arising out of this Agreement, the prevailing party
is entitled to recover reasonable attorneys' fees and court costs. Any attempted
or actual violation of the terms set forth in this Agreement regarding
confidential information or intellectual or proprietary rights is a breach of
this Agreement which will cause irreparable harm to the injured party entitling
such party to injunctive relief in addition to all other available legal
remedies.

27.   Survival. The following provisions will survive termination of this
      --------
Agreement: 1, 3.2-3.7, 4-6, 7.7, 7.8, 9, 11-13, 15-17, 20-24, 26-32, and only in
the event the termination does not result from a breach of this Agreement by GE,
2 and 3.

28.   Entire Agreement; Conflict. This Agreement, together with all exhibits and
      --------------------------
schedules hereto, constitutes the complete, final and exclusive statement of the
terms of the Agreement between the parties pertaining to the subject matter
hereof and supersedes all prior agreements, understandings, negotiations and
discussions of the parties. No modification or rescission of this Agreement
shall be binding unless executed in writing by the party to be bound thereby.
This Agreement includes and incorporates herein by this reference the Exhibits A
                                                                      ----------
through E attached hereto. In the event of any conflict between the terms and
---------
conditions of this Agreement and an Exhibit, the terms and conditions of the
Exhibit shall prevail. Any different or additional terms of any related purchase
order, confirmation, invoice, or similar form shall have no force or effect.

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

30.   Authority. Each party represents that all corporate action necessary for
      ---------
the authorization, execution and delivery of this Agreement by such party and
the performance of its obligations hereunder has been taken.

31.   Privacy. The Software contains features which may allow GE to collect data
      -------
from, control and/or monitor computers running the Software without notice to or
knowledge by end users of the Software. GE is solely responsible for, and
assumes all liability with respect to all such activity. GE shall indemnify
Support.com against any damages, claims, losses, settlements, attorneys' fees
and other expenses related to any such activities.

32.   Government End-Users. As defined in Federal Acquisition Regulations (FAR)
      --------------------
section 2.101 (or otherwise), the Software and any accompanying documentation
licensed in this Agreement are deemed to be "commercial items" and commercial
computer software" and "commercial computer software documentation." Consistent
with DFAR section 227.7202 and FAR section 12.212, any use, modification,
reproduction, release, performance, display, or disclosure of the Software by
the U.S. Government shall be governed solely by the terms of this Agreement and
shall be prohibited except to the

                                       12
<PAGE>

extent expressly permitted by the terms of this Agreement.

33    Encryption. The security mechanisms implemented by the Software have
      ----------
inherent limitations and GE must determine that the Software sufficiently meets
its requirements.

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

ACCEPTED BY:

__________________________________           ______________________________
("General Electric Company")                 ("Support.com")

By:  /s/ Mark Mastrianni                     By: /s/ Radha R. Basu
    ------------------------------              ---------------------------

Name:   Mark Mastrianni                      Name:  Radha R. Basu
     -----------------------------                -------------------------

Title:   Mgr, Technology                     Title: President & CEO
      ----------------------------                 ------------------------

                                       13
<PAGE>

                                   EXHIBIT A
                               SOFTWARE LICENSE
                               ----------------

I.   Description Software:
--------------------------

SUPPORT CENTER, Version 3, in object code format and including all underlying
      technology elements expressed in a higher level language, e.g. html,
      scripts (but excluding source code)
SUPPORT PORTAL, Version 3 in object code format and including all underlying
      technology elements expressed in a higher level language, e.g. html,
      scripts (but excluding source code)
FOUNDRY, Version 3, in object code format and including all underlying
      technology elements expressed in a higher level language, e.g. html,
      scripts (but excluding source code)

II.  Number of Network Computers and Workstations Licensed
----------------------------------------------------------

Software                        Number of Authorized Copies
--------                        ---------------------------

SUPPORT CENTER:
---------------
Support.com Healing Agent       Unlimited for [***] Years (see Section III
                                below)
Support.com Healing Console     Unlimited for [***] Years (see Section III
                                below)
Support.com Server              Unlimited for [***] Years (see Section III
                                below)

SUPPORT PORTAL:
--------------
Web Application                 Unlimited for [***] Years (see Section III
                                below)
Nexus                           Unlimited for [***] Years (see Section III
                                below)

FOUNDRY:                        Unlimited for [***] Years (see Section III
-------                         below)

III. Deployment Term
     ---------------

GE shall have the right to use the Software on an unlimited number of GE
Computers and GE Networks for a period of [***] ([***]) years commencing on the
Effective Date ("Deployment Term"). Upon expiration of the Deployment Term, all
rights to unlimited usage of the Software shall cease and GE shall retain a
perpetual right only to: (i) the number of Healing Consoles installed and in
Operational use by GE, (ii) the number of Servers then configured and in
Operational use by GE; (iii) the number of Web Applications then installed and
in Operational use by GE; (iv) the number of Nexus components then installed and
in Operational use by GE; (v) the number of Foundry products installed and in
Operational use by GE; and (vi) the number of Healing Agents then deployed and
in Operational use as permitted ("Deployed Healing Agents"). In the event the
number of Deployed Healing Agents is less than [***] ([***]), then GE shall be
entitled to deploy up to an aggregate total of [***] Healing Agents without
owing any further license fees to Support.com and in the event the number of
Deployed Healing Agents is greater than [***] ([***]), then GE and Support.com
shall negotiate in good faith to determine the amount owed to Support.com for a
perpetual license for each Deployed Healing Agent in excess of [***] and any
such incremental fee would be on a basis no less favorable than this Agreement.
In any event, support and maintenance fees following the Deployment Term shall
be negotiated in good faith based upon a proportional increase or decrease in
the number of Deployed Healing Agents. GE shall report the number of Deployed
Healing Agents and each such other component then installed or configured and in
Operational use to Support.com in a writing executed by a company executive
within sixty (60) days after the expiration or termination of the Term.

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

                                       2
<PAGE>

                                   EXHIBIT B
                                 FEE SCHEDULE
                                 ------------

I.  Software                                Fees
------------                                ----

As set forth on Exhibit A                   $[***]
                ---------

II. Support and Maintenance                 Fees
----------------------------                ----

3 Years of support and maintenance for      1/st/ year included in Software Fees
the Software purchased hereunder            $[***] (2/nd/ year)
                                            $[***] (3/rd/ year)

III. Implementation Services                Fees
----------------------------                ----

2 people for 20 days at 2 GE Business       [***] (except for T&E)
   (to be used during or prior to the 18
month period commencing on the Effective Date; GE acknowledges that some of
these days have already been served as of the Effective Date)

IV.  Training                               Fees
-------------                               ----

5 Days of On-Site Training                  [***] (except for T&E)
     -for up to 15 employees

V.   Invoicing
--------------
        On the Effective Date:                          $[***]
        On the first anniversary of the Effective Date  $[***]
        On the second anniversary of the Eff. Date      $[***]

VI.  Future Pricing
-------------------

Future Support and Maintenance Fees ("Support Services"):
      If GE decides to purchase future Support Services for the Software
licensed hereunder for the one (1) year period commencing on the third and
fourth anniversary of the Effective Date, such Support Services fees will be
$[***] each year, respectively.

Future Services
      For a period of five years from the Effective Date, if GE decides to
purchase additional On-Site Training Days and Implementation Services Days, the
price for each such day will be $[***], plus reasonable travel and related
expenses (in accordance with GE's travel and expense policy in accordance with
Exhibit E). Payment for such days shall be due thirty (30) days after receipt of
an invoice reflecting services performed in the previous month.

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

                                       3
<PAGE>

                                   EXHIBIT C
                               SUPPORT SERVICES
                               ----------------

During the period for which GE has paid the applicable Support Services fee, GE
shall be entitled to the following:

I.    Software Services

      Support Services shall entitle GE to all Product Upgrades as defined under
Section 1.12 of this Agreement. Product Upgrades shall be subject to the terms
and conditions applicable to the Software as set forth in this Agreement.
Support.com will support the most current version of the Software and the
release immediately preceding the new version of the Software. On-site
implementation and training for Product Upgrades is available from Support.com
at mutually agreeable times and at the rates described under Exhibit B.
                                                             ---------

II.   Software Technical Support

Support.com shall provide assistance in the English language, by telephone, or
other electronic means available by Support.com, to answer urgent and immediate
questions, during the hours of 7 a.m. to 7 p.m. (Pacific time), Monday through
Friday, excluding Support.com holidays. All telephone assistance shall be given
only to two (2) named employees of GE with sufficient knowledge of the Software
("Designated GE Contacts"); such Designated GE Contacts may be changed by GE
from time to time by written notice to Support.com, provided such Designated GE
Contacts have attended appropriate Support.com training of the Software.
Support.com shall not be required to deal with any person other than the
Designated GE Contacts. Additional Designated GE Contacts can be purchased at
Support.com's standard rates. All additional assistance provided by Support.com
to GE, including, but not limited to, custom programming, data conversion and
consulting shall be charged at Support.com's then-current standard time and
material rates. Notwithstanding the foregoing and provided GE is then current
under support and maintenance, for the period beginning eighteen (18) months
after the Effective Date, Support.com shall provide the above described
assistance to a total of one hundred (100) Designated GE Contacts (provided each
such Contact has attended appropriate Support.com training) and shall also
provide the above described assistance in the following languages: Japanese,
French, German and Spanish.

Support.com shall use commercially reasonable efforts to remedy any reproducible
Error (as defined below) in the Software reported in writing by GE in accordance
with the Severity Levels set forth below. Support.com's obligation to provide
such services shall continue only so long as GE maintains the current installed
version of the Software, without modification by any party other than
Support.com and so long as the equipment on which the Software is installed is
configured as specified in the Documentation or as otherwise specified by
Support.com.

"Error" means a material failure of the Software to conform to its functional
specifications as described in the applicable Documentation, which failure is
demonstrable in the environment for which the Software was designed and causes
it to be inoperable, to operate improperly in the environment for which it was
designed, or produces results different from those described in the applicable
Documentation. The specific Severity Levels are set forth below. Failure
resulting from GE's negligence or improper use of the Software, modifications or
damages to the Software by GE, and GE's use of the Software on a platform or
with an operating system other than the designated platform in the Documentation
or in combination with any third party software not provided by Support.com, are
not considered Errors except as reasonably contemplated by the parties.

"Severity 1 Error": The Software materially fails to conform to the functional
-------------------
specifications set forth in Documentation and GE is unable to proceed without a
fix to the problem or a work-around solution provided by Support.com (no
functionality, e.g., system down problems). Severity 1 Errors shall be directly
reported to Support.com Technical Support by telephone at numbers provided by
Support.com. All such Severity 1 Errors will be assigned to Technical Support
Specialist and a Support Manager. Supplier will initially respond to GE within
four (4) business hours of receipt of the Severity 1 Error by Support.com. This
response will inform GE of the identity of Supplier personnel assigned and of
the plan to seek resolution. Support.com will in addition provide regular status
updates.

"Severity 2 Error": The Software contains major functional problems against the
------------------
Documentation, which GE is able to work around but the Software can only be used
to a limited degree (partial or limited functionality). Severity 2 category
Errors shall be directly reported to Support.com Technical Support by telephone
or e-mail. All such problems. Support.com will initially respond to GE within
eight (8) business hours of receipt of the Severity 2

                                       4
<PAGE>

program error by Support.com. This response will inform GE of the identity of
Supplier personnel assigned and of the plan to seek resolution. Support.com will
in addition provide regular status updates.

"Severity 3 Error": Software or documentation contains incorrect logic,
-------------------
incorrect descriptions, or functional problems, which GE is able to work around,
or where a temporary correction has been implemented (fully functional but needs
improvement). Support.com will initially respond to GE within one business day
of receipt of the Severity 3 program error by Support.com. This response will
inform GE of the identity of the Support.com personnel assigned and of the plan
to seek resolution. Support.com, in addition, will provide regular status
updates provided however that Support.com shall have the right to prioritize
Severity 3 Errors and include corrections for such Errors in future releases at
its sole discretion.

GE Obligations.  In addition to providing Support.com with full, good faith
cooperation and such information as may be required by Support.com in order to
perform the support and maintenance services, GE shall provide Support.com with
(i) specific detailed information concerning GE's use of the Software as may be
required for the performance of the support and maintenance services and (ii)
all necessary computer services information and access to key personnel needed
to provide the support and maintenance.  If GE fails or delays in its
performance of any of the foregoing responsibilities, Support.com shall be
relieved of its obligations hereunder to the extent such obligations are
dependent upon such performance.

License Grant.  In the event any work product or code is created in the
provision of support and maintenance services hereunder, such work product or
code shall be included within Software and licensed to GE under the terms and
conditions of this Agreement, and Support.com shall retain all right, title and
interest in and to such work product or code and any derivatives, enhancements
or modifications to the Software created by Support.com.

Exclusions.  Support.com is not required to provide any Support services
relating to problems arising out of (i) changes to the operating system or
environment which adversely affect the Software; (ii) use of the Software in a
manner not specified in the Documentation unless reasonably contemplated by the
parties; (iii) accident, negligence, or misuse of the Software; or (iv)
alterations or modifications to the Software by GE unless such alteration or
modifications were reasonably contemplated by the parties.

                                       5
<PAGE>

                                   EXHIBIT D
                    SPECIAL TERMS AND CONDITIONS ATTACHMENT
                    ---------------------------------------

I.    Foreign Language Support.

Support.com agrees that the availability of foreign language versions mentioned
herein was an enducement for GE to enter into this Agreement. Therefore,
Support.com shall use commercially reasonable efforts to make available the
programs set forth on Exhibit A in Japanese within three (3) months from the
                      ---------
Effective Date. Moreover, Support.com has a material obligation to make
available the programs set forth on Exhibit A in German, French, Japanese and
                                    ---------
Spanish within six (6) months of the Effective Date. Upon release such generally
available versions, GE shall be entitled to use such versions, subject to the
terms and conditions herein, [***].

II.   Corporate Support Project Leader.

Within ninety (90) days of the Effective Date, Support.com shall provide an on-
site Corporate Support Project Leader ("CSPL") for a period of time not to
exceed eighteen (18) months. The CSPL shall be located at GEGE headquarters in
Fairfield, Connecticut and GE shall provide the CSPL with a computer, a desk,
and sufficient telecommunications connections, as well as one (1) GE employee
dedicated one hundred percent (100%) to assist the CSPL in establishing
contacts, escalating problems and obtaining final resolution of problems. The
CSPL shall not be expected to travel, but in the event travel becomes reasonably
necessary, it shall be controlled and managed to cause minimum impact on the
CSPL and GE shall be responsible for all travel costs provided such travel costs
meet GE's standard travel and expense policy in accordance with Exhibit E. The
                                                                ---------
CSPL will have a project leader skill set and will have the necessary technical
knowledge to aggregate all technical support issues and use reasonable
commercial efforts to coordinate GE-wide bug reports, distribute product
enhancements, and share best implementation practices. The CSPL shall not be
responsible for implementation of the Software, architechtural design of
implementation of the Software, or training on how to use the Software; such
services are available on a fee per day basis, as set forth in Exhibit B.
                                                               ---------

The CSPL position is based upon an 8-hour work day, 5-day work-week, and time
off for Support.com holidays, training, and company functions.

III.  Assistance with Roll-outs.

During the performance of the Implementation Services at the initial two (2) GE
businesses (as set forth in Exhibit B), Support.com will document information
                            ---------
learned during, and specifics about, the rollouts at the two (2) GE businesses
in order to share such information with other GE businesses.

IV.   Return on Investment Study.

During the performance of the Implementation Services at the initial two (2) GE
businesses (as set forth in Exhibit B), and thereafter for a total of eighteen
                            ---------
(18) months, if deemed necessary by Support.com, Support.com will conduct a
detailed return-on-investment ("ROI") study for the implementation of the
Software at such two (2) businesses, with the intent to provide detailed
feedback only to GE in accordance with Section 23 of this Agreement to ease the
rollout within other GE businesses or organizations.  At GE's discretion, GE
agrees to be used as a customer reference for Support.com customer prospects'
inquires regarding GE's use of the Software; it is understood that this will be
a controlled effort and will be managed to ensure minimum impact on GE.

V.    Kickoff Session.

Support.com and GE will jointly host a 1-day kickoff session (at a mutually
agreed upon time and location) where various representatives of the GE
businesses (and/or their service providers) can attend and receive high-level
exposure to the Software and Documentation, and review rollout strategies.
Support.com will participate with technical experts who can field questions, as
well as discuss lessons learned to date.  The intent of this meeting will be to
accelerate the deployment of the Software within GE's environment, and educate
the I/T staff of GE on deployment issues.  During this session, both parties
will introduce the resources to be applied to the initiative, and discuss the
processes in which GE businesses will seek support, communicate, and work with
Support.com and the GE project office.

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

                                       6
<PAGE>

VI.   I-Process Team Assistance

During the eighteen (18) month period commencing on the Effective Date,
Support.com will assist GE in allowing the I-Process team (India) to maximize
the use of the Software from their location. Such assistance shall be (i) the
five (5) days of on-site training (as set forth on Exhibit B), and (ii) advice
                                                   ---------
and counsel from [***], upon request from GE provided that such requests are
controlled and managed to causes minimum impact [***].

VII.  GE CIO Supportal Initiative

During the eighteen (18) month period commencing on the Effective Date,
Support.com shall make available research and development participation in
support of GE's CIO Supportal Initiative.  Such participation shall be to
provide an available technical product team member for one (1) week at [***] to
GE and thereafter at a rate of $[***].

VIII. Marketing

Joint Press Release.  Upon initial deployment of the Software, and demonstrable
-------------------
benefit to the initial two (2) GE business at which the Implementation Services
are performed, GE agrees to cooperate with Support.com to provide a mutually
agreed upon joint press release which details GE's use of the Software.

IV.   Customer Advisory Board

Support.com will make available to GE two (2) seats on the Support.com Customer
Advisory Board, for the eighteen (18) month period commencing on the Effective
Date.

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

                                       7
<PAGE>

                                   EXHIBIT E
                         GE TRAVEL AND LIVING POLICIES

Travel & Living Guidelines for Corporate Employees

Receipts are required for all corporate card items and for cash items of $15 or
more.

Air Travel
----------

Coach class is required for all flights within North America, within Europe, and
               --------
within Asia-Pacific (for flights originating in those respective regions).

Coach class is strongly recommended for all flights between North America and
               --------------------
Europe and between North America and the northern portion of South America.

For these flights, because of the combination of longer distances and the
potential for unusual timing or circumstances, the ultimate decision between
coach and business class remains with the traveler. It is expected that the
choice of business class will be limited.

Business class is allowed for flights beyond the above "coach zone", e.g., North
                  -------
America to Asia-Pacific.

 .     Officer pre-approval is required for any exception to the above service
      class guidelines.
 .     Employees may retain credits from frequent traveler programs. However,
      travel plans, routing requirements, etc., should not result in additional
      expense to the Company nor require an increase in travel time during
      regularly assigned working hours.
 .     The cost of upgrading an airline ticket to another class is not
      reimbursable.
 .     Make your own travel reservations and when possible schedule meetings to
      allow for travel during off-peak hours.
 .     Take the "best buy" air fare recommended by the agent.
 .     Book tickets as early as possible.
 .     Use teleconferencing and/or videoconferencing to minimize travel costs.
 .     Minimize number of employees taking same trip, e.g., to trade shows,
      conferences, etc.
 .     Consider non-refundable fare for frequent trips to the same location.
 .     Consider staying over on Saturday night to obtain lower air fare (Company
      will reimburse hotel and meal costs if the total cost is lower).

Ground Transportation
---------------------

 .     Use hotel/airport shuttle services when practical.
 .     Book smallest rental car practical for traveler's purpose.
 .     When using your personal vehicle, you will be reimbursed @ $.325 per mile,
      which covers depreciation, insurance, and gas.
 .     For New York airports private limos are not allowable expenses, except:
 .     When traveling outside normal working hours (very early in the morning or
      late in the evening) or when there is a safety concern;
 .     When there are at least two passengers and a private limo would be a lower
                                             ---
      cost option than other alternatives such as a rental car or scheduled limo
      service with Red Dot.
 .     From Fairfield use Hertz or Red Dot Limo Service.
 .     Minimize Company costs on rental cars by: declining Collision Damage
      Waiver in the U.S. (covered under GE contract programs); returning rental
      cars with a full tank of gas.

Living, Meals & Other Expenses
------------------------------

 .     Meals are reimbursable provided you are on Company business away from your
      normal place of business with an overnight stay.
 .     On a day trip, meals eaten outside your regularly assigned work hours are
      reimbursable.

                                       8
<PAGE>

Other Reimbursables
-------------------

 .     Nominal gifts in lieu of meals and/or lodging at friends' or relatives'
      residences are reimbursable as long as the cost to GE is lower.
 .     Gratuities for bellhop, taxi, meals, etc.
 .     Highway tolls and parking fees.
 .     Laundry and dry cleaning services if the employee is away for five
      consecutive days.
 .     Telephone and fax expenses incurred on behalf of the Company, including
      essential calls to home.
 .     Use your Dial Comm Key Card for all long distance phone calls.
 .     Review "in lieu of" situations with your financial representative.

Expenses Not Reimbursable
-------------------------

The following items are considered to be of a personal nature, and therefore are
not normally reimbursable by the Company.

 .     Airline club membership fees
 .     Clothing or toiletries, except if caused by airline delay or overbooking
      of airplane reservations
 .     Cost of an employee's family member traveling with the employee, except
      when the family member's presence serves a business purpose and the costs
      have Corporate Officer approval
 .     Cost of a circuitous or side trip for personal convenience or benefit
 .     Fines for traffic violations
 .     Gifts to employees or their families of flowers, money, merchandise, or
      services
 .     Insurance on personal property; personal travel insurance
 .     Items for personal use, such as: hairstyling, shoe shine, magazines,
      newspapers, movies (including in-room movies), shows, and sporting events
      (unless for entertainment on behalf of the Company) and other similar
      items
 .     Loss or theft of personal property (e.g., clothes, jewelry, etc.), cash
      advance, personal funds, or tickets
 .     Maintenance or repair of personal property (e.g., home and grounds) while
      out of town on Company business
 .     Parking or garage charges at the employee's regularly assigned place of
      business
 .     Personal credit card fees or charges incurred as a result of third-party
      misuse of lost credit cards
 .     Traveling expense between home and regularly assigned place of business

                                       9
<PAGE>

                              Product Enhancements

--------------
    [***]                [***] to [***] and provide [***] during a [***].
--------------

--------------
    [***]                A [***] to [***] and [***] information. The [***]
--------------           will help [***] the [***] for each [***].

--------------
    [***]                [***] to [***] the [***] and [***] and [***] the
--------------           [***] of the [***].

--------------
    [***]                [***] and [***] about [***] and [***].
--------------

--------------
    [***]                An [***] to [***] to [***]. This enables existing
--------------           [***] to be [***] to [***] for [***].

--------------
    [***]                [***] and [***] to handle [***]. After [***],
--------------           the product is [***] to [***] and [***].

--------------
    [***]                [***] the [***] to [***] to [***] on [***].
--------------

15 February 2000         /s/ Radha R. Basu

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

<PAGE>

                               Release Schedule

                            Continuous and Growing

                                     [***]

15 February 2000         /s/ Radha R. Basu

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

                                                                   EXHIBIT 10.19

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

                                 OEM AGREEMENT

     This OEM Agreement (this "Agreement") is entered into as of July 14, 1999
                               ---------
(the "Effective Date") by and between Tioga Systems, Inc., a Delaware
      --------------
corporation ("Tioga"), and At Home Corporation d/b/a Excite@Home, a Delaware
              -----  -
corporation ("OEM").
              ---

     WHEREAS, Tioga has developed a class of enterprise software management
solutions, known, collectively, as the "Tioga Self-Healing(TM) System;"
                                        -----------------------------

     WHEREAS, OEM provides internet services to its customers;

     WHEREAS, Tioga desires to license to OEM the Tioga Agent and the Tioga
Healing Console as set forth below;

     WHEREAS, OEM desires to license from Tioga the Tioga Agent and Tioga
Healing Console to market and sublicense the Tioga Agent directly to end-users
in conjunction with OEM's internet services and for internal use in OEM's
internet services business;

     NOW THEREFORE, in consideration of the mutual covenants set forth herein,
the parties agree as follows:

SECTION 1.     DEFINITIONS
               -----------

     1.1.   "Copy" means an exact copy of the software of the Tioga Agent in
object code form only, together with an exact copy of the Documentation and the
Materials.

     1.2.   "Confidential Information" means information about either party's
business or activities that is proprietary and confidential, which shall include
all business, financial, technical and other information of a party marked or
designed by such party as "confidential" or "proprietary;" or information which,
by the nature of the circumstances surrounding the disclosure, ought in good
faith be treated as confidential, including, without limitation, the specific
terms, pricing and fees set forth in this Agreement.

     1.3.   "Documentation" means any user manuals and any other support
documentation, as provided by Tioga in electronic file format to be bundled with
the Tioga Agent.

     1.4.   "End-User" means any third party who is entitled to use the Tioga
Agent in conjunction with services obtained directly from OEM solely for its own
personal or internal use at its principal place of business.

     1.5.   "First Level Support" means all direct interaction with End-Users
regarding (i) the use and operation of OEM's internet service offerings
including the Product, (ii) the intake and classification of all End-User
inquiries regarding suspected errors in OEM's internet service offerings
including the Product and (iii) the delivery to End-Users of error corrections,
work-arounds, new releases and upgrades that OEM is authorized to provide to
End-Users  pursuant to this Agreement.

                           Tioga Systems, Inc.                            Page 1
                                                    Proprietary and Confidential

<PAGE>

     1.6.   "Intellectual Property Rights" means patent rights (including patent
applications and disclosures), copyrights (including copyright applications),
trade secrets, moral rights, know-how and any other similar rights or intangible
assets recognized under any laws or international conventions, and in any
country or jurisdiction in the world, as intellectual creations to which rights
of ownership accrue.

     1.7.   "Product" means the Tioga Healing Console, the Tioga Agent, and the
OEM Factory as described in Schedule A, including any new releases, bug fixes,
                            ----------
patches, work-arounds or maintenance upgrades that Tioga provides to OEM,
together with the Documentation.

     1.8.   "Second Level" support means the resolution of suspected errors
reported by End-Users that do not require access to the Product source code to
resolve and the resolution of End-User questions regarding the use and operation
of OEM's internet service offerings including the Products, including, without
limitation, (i) having qualified, trained OEM technical employees review all
reported errors to determine if such error is the result of software or hardware
other than the Products, (ii) if OEM determines that there is an error in a
Product, having such employees submit a detailed description of the error to
Tioga sufficient for Tioga to reproduce the error, or if OEM is not able to
replicate the error, OEM will provide any additional information required by
Tioga including, if possible, remote access to the End-User's computer system
and (iii) making its technical staff available to Tioga for problem
identification and resolution.

     1.9.   "Third Level Support" means the resolution  by Tioga of errors in
Product source code or documentation for OEM in accordance with Tioga's
maintenance and support procedures that are generally applicable to Tioga's
customers that are under Product maintenance and support plans, including
providing to OEM any bug fixes, patches, work-arounds or maintenance upgrades of
the Product made generally available by Tioga to its customers that are under
maintenance and support plans.

     1.10.  "Tioga Agent" means the software described as Tioga Agent on
Schedule A hereto.

     1.11.  "Tioga Healing Console" means the software described as the Tioga
Healing Console on Schedule A hereto.

     1.12.  "OEM Cable Distribution Affiliates" means cable companies who
provide internet services to OEM's End-Users and who distribute and support the
software licensed by OEM to OEM's End-Users pursuant to agreements with OEM. All
OEM Cable Distribution Affiliates must be subject to an agreement with respect
to the Products at least as restrictive as the terms and conditions contained
herein.

     1.13.  "OEM Factory" means the software described as the OEM Factory on
schedule A hereto.

     1.14.  "OEM Independent Contractors" means the third party consultants
working under OEM's direct guidance and subject to a confidentiality agreement
at least as restrictive as those set forth in this Agreement; provided however,
that no consultant may be the employee of or a Tioga competitor.

                              Tioga Systems, Inc.                       Page A-2
                         Proprietary and Confidential

<PAGE>

     1.15.  "Licensed Applications" means internet connectivity and client
applications that OEM is providing to the End User as part of OEM's internet
service offering bundle.

     1.16  "Tioga Marks" means the mark TIOGA, the mark SELF-HEALING, the Tioga
Logo (shown below), and the composite mark including the mark TIOGA and the
Tioga Logo.

     1.17 "Tioga Competitor" means any of Motive Systems or Aveo or any
successor entity thereto, and any entity added by written notice as set forth in
this Section 1.15 from Tioga to OEM during the term of this Agreement. For the
purposes of Section 1.13, Tioga may add additional competitors during the term
of the Agreement upon written notice to OEM. For the purposes of Section 8.9,
Tioga may add additional competitors during the term of the Agreement upon
ninety (90) days written notice to OEM.

SECTION 2.     LICENSE GRANT
               -------------

     2.1.  License Grant.  Subject to the limitations set forth in Section 2.3
           -------------
hereof and to the other terms and conditions of this Agreement, Tioga hereby
grants to OEM, during the term of this Agreement, a royalty bearing, non-
exclusive, non-transferable, worldwide license to copy and sublicense the Tioga
Agent as part of a bundled service offering only with OEM's internet service
offerings, and only to End-Users who have previously agreed in writing, or have
otherwise agreed via a binding shrinkwrap or clickwrap license, to be bound by a
license agreement (i) in substantially the form attached as Exhibit A hereto or
(ii) including terms that are at least as restrictive as the terms set forth on
Exhibit A (an "End-User License Agreement"). Except as required by applicable
               --------------------------
law, the End-User License Agreement shall not be transferable or sublicensable
by the End-User.

     2.2  Product Use Grant.  Subject to the limitations set forth in Section
          -----------------
2.3 hereof and the other terms and conditions of this Agreement, Tioga grants to
OEM, during the term of this Agreement, a non-exclusive, non-transferable
license in the United States

     (i)    to make, use and display Copies of the Products for the sole purpose
            of carrying out marketing, advertising and promotional activities
            directed to End-Users,

     (ii)   to make Copies and to use internally such Copies of the Products for
            the sole purpose of supporting and maintaining the Products;

     (iii)  to make Copies and to use internally such Copies of the Tioga Agent
            and the Tioga Healing Console to diagnose and repair End-User
            systems which have a Tioga Agent that has been properly sublicensed
            pursuant to the terms of this agreement, and

     (iv)   to make Copies and to use internally such Copies of the OEM Factory
            to configure properly sublicensed copies of the Tioga Agent, as
            permitted by this Agreement; and

                              Tioga Systems, Inc.                       Page A-3
                         Proprietary and Confidential
<PAGE>

     (v)    to sublicense OEM's rights under subsections (i), (ii) and (iii) to
            OEM's Cable Distribution Affiliates.

     2.3    Limitations.
            -----------

            2.3.1  Copying Limitations. OEM may only make Copies of the Products
                   -------------------
at its own facilities and may not permit any third party to make Copies of the
Product without Tioga's prior written approval; provided, however, that OEM may
have Copies made by OEM Cable Distribution Affiliates for distribution to OEM's
End-Users only. OEM shall reproduce, and shall ensure that all OEM Cable
Distribution Affiliates reproduce, on all Copies of the Product, the unaltered
copyright and proprietary information notices that are affixed to the original
copy of the Product delivered to OEM by Tioga, or any subsequent version or
update thereof provided by Tioga to OEM. OEM shall make and have made only the
minimum number of Copies of the Product as is necessary for OEM to fill its
orders from End-Users plus no more than ten (10) additional Copies in order to
carry out its support and maintenance and promotional, advertising and marketing
activities, as permitted in Section 2.2 hereof.

            2.3.2.  No Delegation.  Except as expressly provided herein, OEM may
                    -------------
not use sub-distributors, agents, OEMs or otherwise sublicense its rights or
delegate any of its obligations hereunder in any manner; provided, however, that
(a) OEM may have Copies made and distributed by OEM Cable Distribution
Affiliates to OEM's End-Users only, (b) OEM may have OEM Cable Distribution
Affiliates provide First Level Support to OEM's End-Users only.  and (c) OEM may
use OEM Independent Contractors solely to exercise OEM's rights under Section
2.2 (i)-(iv).

            2.3.3.  Tioga Agent.  The Tioga Agent may only be configured,
                    -----------
sublicensed and used to protect, diagnose, and repair Licensed Applications.
The Tioga Agent may only be (i) sublicensed as part of an OEM internet service
offering bundle, (ii) sublicensed and used to protect Licensed Applications by
returning the application to a previous working state, and (iii) used for
application repair by the End-User or OEM. The Tioga Healing Console may only be
used to diagnose and repair End-User systems which have a Tioga Agent that has
been properly sublicensed per the terms of this agreement.  Neither the OEM
Factory nor the Tioga Healing Console may be sublicensed by OEM, except as
expressly provided herein, and each may only be copied for use by OEM at their
principal place of business.  The OEM Factory may only be used to configure
properly sublicensed copies of the Tioga Agent prior to providing use of such
Tioga Agent to end users as allowed by this agreement. Under no circumstances
may the Tioga Agent be used to protect or repair any applications other than
those permitted herein by Section 2.3.3.(ii).

     2.4  Retention of Ownership.  Except as expressly licensed to OEM herein,
          ----------------------
Tioga and its licensors retain all right and title to (i) all Intellectual
Property related to the Product and all Copies thereof (by whomever produced)
and (ii) all Intellectual Property of Tioga.  OEM shall take any actions
reasonably requested by Tioga, including the execution, registration and
recordation of instruments, that may be necessary or appropriate to assign these
rights to Tioga or its licensor or perfect these rights in Tioga's or its
licensor's name, provided that Tioga agrees to reimburse OEM's reasonable out-
of-pocket expenses incurred in taking such actions.  Except as set forth in
Section 2.5 ("Source Escrow") below, OEM will have no right to receive or
license any source code with respect to any Product.  Tioga and its licensors
reserve all rights and licenses to the Products not expressly granted to OEM
hereunder.  OEM shall acquire no right, title or interest in any

                              Tioga Systems, Inc.                       Page A-4
                         Proprietary and Confidential
<PAGE>

Intellectual Property related to the Products or any Copies thereof (by whomever
produced) other than the license rights as described by Section 2 of this
Agreement. All usage of such Intellectual Property shall inure to Tioga's
benefit. OEM shall not at any time do any act which would impair such
Intellectual Property. OEM agrees to take no action inconsistent with Tioga's
ownership of and interest in such Intellectual Property, or assist any third
party in doing the same.

     2.5    Source Code Escrow.
     -      ------------------

            2.5.1  The parties agree that Tioga will deposit a copy of all
source code to the Products, and subsequently developed error corrections and
updates provided to OEM by Tioga pursuant to this Agreement (the "Source Code"),
any development tools owned or controlled by Tioga and internal technical
documentation as is required for the compilation and implementation of the
Source Code (collectively, the "Deposit") in confidential escrow with a mutually
agreed upon third party escrow company, within thirty (30) days of the execution
of this Agreement. Such escrow will be subject to the procedures, terms and
conditions set forth in an escrow agreement between Tioga, OEM and the third
party escrow company in a form mutually agreed upon by the parties. The parties
agree to share the fees and other costs of the third party escrow company
equally.

            2.5.2  Release Conditions.  Tioga agrees that OEM has the right to
                   ------------------
obtain the Deposit from escrow immediately upon the occurrence of any of the
following events: (i) Tioga's material breach of its support and maintenance
obligations which remains uncured forty-five (45) days after OEM's written
notice to Tioga specifying such material breach; (ii) Tioga's decision to
abandon that portion of its business relating to the Products; (iii) Tioga's
failure to continue to do business; (iv) Tioga becoming the subject of a
voluntary proceeding relating to insolvency, receivership, liquidation, or
composition for the benefit of creditors; (v) Tioga becomes the subject of an
involuntary petition in bankruptcy, or any involuntary proceeding relating to
the insolvency, receivership, liquidation, or composition for the benefit of
creditors, if such petition or proceeding is not dismissed within sixty (60)
days of filing.

            2.5.3 In the event of a release of the Deposit, OEM shall be
entitled to use the Deposit only to the extent set forth in the license granted
under Section 2.5.3 below.

            2.5.4  SOURCE CODE LICENSE. TIOGA HEREBY GRANTS OEM A NON-EXCLUSIVE,
                   -------------------
NON-TRANSFERABLE ROYALTY FREE LICENSE TO USE, COPY, AND MODIFY THE SOURCE CODE
AND OBJECT CODE FOR THE PRODUCTS FOR THE SOLE PURPOSE OF MAINTAINING AND
SUPPORTING THE PRODUCTS IN THE EVENT OF A RELEASE OF THE DEPOSIT FROM ESCROW.

SECTION 3.     DELIVERY
               --------

     3.1.   Delivery of Documentation and Materials.  From time to time, Tioga
            ---------------------------------------
shall deliver to OEM Documentation  in electronic file format.

     3.2.  Delivery of the Products.  Tioga shall deliver to OEM a golden master
           ------------------------
electronic copy of the Products, in object code format (the "Golden Master"), on
                                                             -------------
the Effective Date of this Agreement at the "ship to" address set forth below.
The Golden Master may contain software that

                              Tioga Systems, Inc.                       Page A-5
                         Proprietary and Confidential
<PAGE>

is not licensed to OEM under this Agreement, and OEM acknowledges that it has no
right to such software and agrees not to use such unlicensed software for any
purpose.

     3.3.   Replacement Version.  If at any time during this Agreement Tioga
            -------------------
notifies OEM of the development of a replacement version or update of the
Products or any part thereof, OEM shall use reasonable commercial efforts to
cease use and distribution of the existing version of the Products, or the
affected part thereof:

     (a)    if Tioga provides OEM with thirty (30) days advance notice of such
            replacement version or update and such version or update is related
            to a possible infringement or warranty issue, as determined in
            Tioga's reasonable discretion, then within ten (10) days after Tioga
            makes such version or update available to OEM; and

     (b)    in any other case, as soon as practicable, but in no event later
            than eighteen months (18) after Tioga makes the replacement version
            or update of the Products available to OEM.

     Tioga will provide OEM with reasonable notice of and documentation
explaining any such replacement version or update such that OEM can make a
replacement with minimal disruption to End Users.

SECTION 4.     LICENSE FEES
               ------------

     4.1. License Fees.  Subject to the terms and conditions of this Agreement,
          ------------
OEM shall pay to Tioga license fees of One Million Seven Hundred Thousand
Dollars (USD$1,700,000) pursuant to the schedule set forth below for right to
copy and sublicense the Tioga Agent product during the initial term of this
Agreement, such fees are non-refundable. Payments shall be due on the Payment
Date shown below.

          -----------------------------------------------------------------
              Payment Date               Amount of License Fee Due
          -----------------------------------------------------------------
              Effective Date                        $[***]
          -----------------------------------------------------------------
                 12/31/99                           $[***]
          -----------------------------------------------------------------
                 02/28/00                           $[***]
          -----------------------------------------------------------------
                 05/31/00                           $[***]
          -----------------------------------------------------------------
                 08/31/00                           $[***]
          -----------------------------------------------------------------
                 11/30/00                           $[***]
          -----------------------------------------------------------------
                 02/28/01                           $[***]
          -----------------------------------------------------------------
                 05/31/01                           $[***]
          -----------------------------------------------------------------
                 08/31/01                           $[***]
          -----------------------------------------------------------------
                 11/30/01                           $[***]
          -----------------------------------------------------------------
                 02/28/02                           $[***]
          -----------------------------------------------------------------
                 05/31/02                           $[***]
          -----------------------------------------------------------------
                 08/31/02                           $[***]
          -----------------------------------------------------------------
                 11/30/02                           $[***]
          -----------------------------------------------------------------
                          Total:                   USD$1700,000.00
          -----------------------------------------------------------------

                              Tioga Systems, Inc.                       Page A-6
                         Proprietary and Confidential

[***] CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION

<PAGE>

       4.2  Taxes. OEM will pay all transportation charges and shall be
            -----
responsible for all taxes (except Tioga's income or property taxes) duties and
other governmental assessments incurred by either party as a result of the
consummation of the transactions contemplated by this Agreement. OEM shall be
solely responsible for any withholding or other taxes due to any government
other than the United States government and shall not withhold any such amounts
from payments to Tioga. OEM acknowledges and agrees that it shall be the
obligation of OEM to report income received by OEM hereunder to all appropriate
taxing entities.

       4.3  Late Payments. Payments not received by Tioga within forty-five days
after the due date shall be subject to late payment interest charges at a rate
of one and one-half percent (1.5%) per month or the maximum allowed by law,
whichever is lower.

SECTION 5.     CUSTOMER SUPPORT AND CONSULTING

      5.1.  First and Second Level Support. OEM shall provide to End-Users all
            ------------------------------
First Level Support and all Second Level Support with respect to the Tioga
Agent, and shall distribute bug fixes, patches, work-arounds and other benefits
of the Third Level Support which it receives from Tioga to OEM's End-Users. OEM
will identify for Tioga a primary point of contact for managing all support
communications, and an escalation point of contact for escalating any issues
related to support or maintenance services.

     5.2.   Third Level Support. Tioga will provide Third Level Support directly
            -------------------
to OEM. Tioga shall have no obligation to provide Third Level Support directly
to any End-User. Tioga will also identify for OEM a primary point of contact for
managing all support communications, and an escalation point of contact for
escalating any issues related to support or maintenance services.

     5.3.   Technical Consulting.  Subject to the payment of the applicable
            ---------------------
Consulting Fees, Tioga will provide technical consulting services to OEM with
respect to (a) limited customization of the Tioga Agent and (b) support of OEM's
use, configuration and deployment of the Tioga Agent, as reasonably requested by
OEM. OEM may request up to ten person days of such consulting services in
connection with the initial deployment of the Tioga Agent, ten person days of
such consulting services in connection with the subsequent deployment of the
Tioga Agent during September through November 1999 ("Subsequent Fall
Deployment"), and consulting services as mutually agreed upon in writing by the
parties and paid for by OEM during each quarter thereafter. Tioga will provide
OEM with up to ten (10) person days of technical consulting services at no
charge for each of (a) the initial deployment and (b) the Subsequent Fall
Deployment and up to five (5) additional person days of technical consulting
services at no charge during the initial term of this Agreement; provided
however that such technical consulting services must be used during the
applicable period, or such services will be forfeited . For all other technical
consulting services, OEM will pay to Tioga a Consulting Fee of [***] (USD$[***])
per person day, plus reimburse Tioga for all reasonable travel and expenses
approved by OEM prior to expenditure.

SECTION 6.  EXPENSES
            --------

     6.1. Each party will be responsible for their own travel and other
expenses required to negotiate and execute this Agreement.

                              Tioga Systems, Inc.                       Page A-7
                         Proprietary and Confidential

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

     6.2.   Except for fees payable to Tioga for consulting as provided in
Section 5 or as otherwise expressly set forth herein, (a) OEM and Tioga will not
charge each other for personnel time expended in the performance of the
Agreement, and (b) each of OEM and Tioga will be responsible for its own
expenses in connection with the exercise of its rights or performance of its
obligations under this Agreement.

SECTION 8.   RECORDS.  DURING THE TERM OF THIS AGREEMENT AND FOR ONE (1) YEAR
             -------
AFTER ITS TERMINATION, OEM AGREES (A) TO RETAIN ALL USUAL AND PROPER RECORDS AND
BOOKS OF ACCOUNT AND ALL USUAL AND PROPER ENTRIES RELATING TO THE PRODUCTS
SUFFICIENT TO SUBSTANTIATE OEM'S COMPLIANCE WITH THIS AGREEMENT AND (B) NO MORE
THAN ONCE PER YEAR, TO ALLOW TIOGA'S REPRESENTATIVE TO REVIEW, AUDIT AND INSPECT
OEM'S DOCUMENTS, FINANCIAL STATEMENTS, OR BUSINESS RECORDS, COMPUTER PROCESSORS,
EQUIPMENT AND FACILITIES FOR THE PRECEDING ONE (1) YEAR IN ORDER TO VERIFY OEM'S
COMPLIANCE WITH THE TERMS OF THIS AGREEMENT.  ANY REVIEW, AUDIT AND/OR
INSPECTION SHALL BE CONDUCTED DURING REGULAR BUSINESS HOURS AT OEM'S AND/OR
OEM'S SUBSIDIARY'S FACILITIES ON REASONABLE PRIOR NOTICE.  ANY AUDIT SHALL BE
CONDUCTED BY AN INDEPENDENT CERTIFIED PUBLIC ACCOUNTANT SELECTED BY TIOGA AND
ACCEPTABLE TO OEM (BUT OEM MAY NOT UNREASONABLY WITHHOLD OR DELAY SUCH
ACCEPTANCE), AND AT TIOGA'S EXPENSE EXCEPT AS SET FORTH IN THE LAST SENTENCE OF
THIS SECTION 7 BELOW.  IF TIOGA'S REPRESENTATIVE'S REVIEW, AUDIT OR INSPECTION
REVEALS ANY MATERIAL BREACH OF THIS AGREEMENT AS REASONABLY ESTABLISHED BY
TIOGA, THEN WITHIN THIRTY (30) DAYS AFTER RECEIVING NOTICE THEREOF OEM SHALL
REIMBURSE TIOGA FOR ALL REASONABLE COSTS OF THE AUDIT, IN ADDITION TO ANY OTHER
REMEDIES THAT TIOGA IS ENTITLED TO UNDER THE LAW.

SECTION 8.  MARKETING
            ---------

     8.1.   Marketing Efforts.  OEM shall, at its own expense, use its
            -----------------
commercially reasonable efforts to execute a marketing campaign to increase
awareness of the strategic relationship and to actively promote and market the
value and differentiation the Products bring to OEM's internet service offerings
to its customers and prospective customers.

     8.2    General Announcement.  Both parties may communicate the general
            --------------------
existence of this Agreement to other parties, including the general marketing,
OEM, and cooperative development aspects, provided, however, that specific terms
of pricing, as well as specific terms and conditions in this Agreement may not
be disclosed.

     8.3    Joint Press Releases.  OEM and Tioga will cooperate to provide joint
            --------------------
press releases and press and analyst communications regarding the relationship
from time to time as mutually and reasonably agreed upon in writing, including
without limitation, a joint press release announcing the partnership shortly
after this agreement is signed.

                              Tioga Systems, Inc.                       Page A-8
                         Proprietary and Confidential
<PAGE>

     8.4     Joint Marketing.  Tioga and OEM will cooperate on joint marketing,
             ---------------
including events, seminars, customer mailings, customer success stories and case
studies, supporting quotes, and other activities as mutually agreed upon.

     8.5     Reference. OEM will serve as a reference for Tioga and the
             ---------
Products, including for example, providing executive quotes, having executives
speak on occasion with press, analysts and prospective and current Tioga
customers. Without limiting the generality of the foregoing, OEM agrees to have
executive(s) participate in live calls with press, analysts or prospects.

     8.6     Support of OEM Marketing. Tioga will provide reasonable support for
             ------------------------
OEM's efforts related to marketing OEM's internet service support and service
levels, including, for example, providing executive quotes, having executives
speak on occasion with press and analysts, upon OEM's reasonable request.

     8.7     Success Story.  OEM agrees to serve as a subject of a success story
             -------------
discussing OEM's use of the Products.  The target audience for such piece will
be Tioga's prospects and customers.  Tioga will author such collateral piece and
OEM will be provided with a draft of the collateral piece for review and
approval, not to be unreasonably withheld.

     8.8     Preferred Provider. OEM will acknowledge Tioga as the leading
             ------------------
provider of software programs that repair or "heal" other software applications
and as the first and primary provider of OEM's support solution.

     8.9     Right of First Proposal. OEM will give Tioga a right of first
             -----------------------
proposal for providing support solutions before OEM purchases products from a
Tioga Competitors. OEM will allow Tioga the first opportunity to prepare and
present OEM with a proposal to provide the functionality that OEM desires from a
Tioga Competitor, such first opportunity will be for the duration of ten (10)
days. During such ten (10) day period, OEM will not obtain the new functionality
that OEM desires from any Tioga Competitor. If after such ten (10) day period,
OEM is considering purchasing products from one of a Tioga Competitor then OEM
will provide Tioga with notice of the terms and conditions of such proposed
purchase. Tioga will have five (5) business days to respond to OEM's notice with
a proposal of its own. OEM agrees to accept Tioga's proposal if the terms and
conditions of both proposals are substantially similar, or if the terms and
conditions of Tioga's proposal are more favorable to OEM than the Tioga
Competitor's proposal.

     8.10    Tioga Trademark License. Tioga hereby grants to OEM a royalty-free,
             -----------------------
non-exclusive, non-transferable, worldwide license to use the Tioga Marks solely
in connection with the sales and marketing of the Products in the United States.

     8.10.1  OEM agrees to comply with the Tioga Trademark Usage Guidelines set
             forth on Exhibit B attached hereto.

     8.10.2  OEM shall ensure that all advertisements, marketing materials or
             other documents on which the Tioga Marks are placed (the "Marked
             Materials") shall not reflect adversely upon the good name of
             Tioga. OEM acknowledges that if the Marked Materials distributed by
             OEM were of inferior quality in design, material or workmanship,
             the substantial good will which Tioga has established and now
             possesses through the Tioga Marks would be impaired. Accordingly,
             OEM agrees that the Marked Materials shall be of high standard
             and of such nature, style, appearance and quality as shall be

                              Tioga Systems, Inc.                       Page A-9
                         Proprietary and Confidential
<PAGE>

              adequate and suited to the protection of the Tioga Marks and the
              goodwill associated therewith.

     8.10.3   Upon Tioga's request, OEM shall provide to Tioga, free of cost,
              two samples of Marked Materials. Tioga, in Tioga's reasonable
              discretion, shall determine whether (i) the Marked Materials
              submitted by OEM comply with this Agreement, and (ii) such Marked
              Materials are of a high standard and of such nature, style,
              appearance and quality as to be adequate and suited to the
              protection and enhancement of the Tioga Marks and the goodwill
              associated therewith. If Tioga disapproves of any sample of the
              Marked Materials, Tioga shall provide OEM with the specific
              reasons for such disapproval.

     8.10.4   OEM shall promptly make all such changes to the Marked Materials
              as Tioga shall reasonably request to protect the value of the
              Tioga Marks.

     8.10.5   OEM shall not use the Tioga Marks on Marked Materials that are
              disapproved by Tioga or on non-conforming Marked Materials.

     8.10.6   OEM shall use commercially reasonable efforts to cease use and/or
              distribution of any non-conforming Marked Materials.

     8.10.7   Tioga shall have the right to inspect Marked Materials upon
              reasonable prior notice to OEM and during OEM's normal business
              hours to confirm that Marked Materials conform to approved Marked
              Materials.

     8.10.8   OEM shall not use the Tioga Marks, or any part thereof, as part of
              or in conjunction with any other names or trademarks except with
              Tioga's prior written approval. OEM shall not use the Tioga Marks
              or any confusingly similar or diluting mark, term or design,
              except as expressly authorized in this Agreement, and OEM shall
              not attempt to register or aid any third party in using or
              attempting to register any such mark, term or design. OEM shall
              not use any of the Tioga Marks in any manner that will indicate
              that it is using such mark other than as a licensee.

     8.10.9   Refusal to submit samples, or non-compliance with the provisions
              of Section 8.10 of this Agreement and/or the Tioga Trademark Usage
              Guidelines set forth in Exhibit B, will result in Tioga's right to
              revoke OEM's license to use the Tioga Marks.

     8.10.10  The Tioga Marks and the goodwill associated therewith are and
              remain Tioga's exclusive property. OEM shall acquire no right,
              title or interest in the Tioga Marks or the goodwill associated
              therewith, other than the limited license and right to use the
              Tioga Marks set forth by the express terms of this Agreement. All
              usage of the Tioga Marks by OEM shall inure to Tioga's benefit.
              OEM shall not at any time do or suffer to be done any act which
              would impair the Tioga Marks or the goodwill associated therewith.
              OEM shall take any actions reasonable requested by Tioga,
              including the execution of instruments, that may be necessary or
              appropriate to register or otherwise confer or perfect Tioga's

                              Tioga Systems, Inc.                      Page A-10
                         Proprietary and Confidential
<PAGE>

          rights in the Tioga Marks in any jurisdiction in Tioga's name. OEM
          agrees to take no action inconsistent with Tioga's ownership of and
          interest in the Tioga Marks, or assist any third party in doing any of
          the same.

 8.10.11  Under no circumstances will anything in this Agreement be construed
          as granting, by implication, estoppel or otherwise, any licenses or
          rights in the Tioga Marks not expressly granted to OEM in this Section
          8.10.

 8.10.12  OEM shall promptly notify Tioga in writing of any actual or
          suspected infringement of the Tioga Marks by a third party of which
          OEM becomes aware and of any evidence in OEM's possession or control.
          OEM shall cooperate, at Tioga's expense, with Tioga's efforts to
          investigate, terminate and recover damages for any actual or suspected
          infringement of the Tioga Marks.

   8.11.  OEM Trademark License.  Subject to the terms and conditions of
          ---------------------
Exhibit C hereto, OEM hereby grants to Tioga a royalty-free, non-exclusive, non-
transferable license in the United States to use OEM's logos and trademarks, as
set forth on Exhibit C hereto, in conformance with OEM's standard trademark
guidelines as revised by OEM from time to time and provided to Tioga in writing,
solely in connection with the sales, promotion and marketing with respect to the
Products, and only as used in compliance with this Agreement. The OEM logos and
trademarks and all ownership rights, including goodwill, therein remain with OEM
and under no circumstances will anything in this Agreement be construed as
granting, by implication, estoppel or otherwise, any licenses or rights in any
OEM logo or trademark not expressly granted to Tioga in this Section 8.11.
Tioga shall promptly notify OEM in writing of any actual or suspected
infringement of OEM's logos or trademarks by a third party of which Tioga
becomes aware in the course of fulfilling Tioga's obligations hereunder and of
any evidence thereof that comes into Tioga's possession in the course of
fulfilling Tioga's obligations hereunder.  Tioga shall cooperate, at OEM's
expense, with OEM's efforts to investigate, terminate and recover damages for
any actual or suspected infringement of OEM's logos or trademarks.

     8.12.  Creation of Hyper-Links.  OEM and Tioga will cooperate in good faith
            -----------------------
to develop and publish Web site entries on their respective web sites in order
to promote their strategic relationship and include cross links to each other's
web sites.  When the hyper-links are activated, the End-User shall be linked
directly to the parties respective Home Pages and not to any other Web site
page.  The materials and any information made available on either party's Web
site are provided "AS IS AND WITHOUT WARRANTY OF ANY KIND".  Materials and
information made available on Tioga's Web site shall not in anyway be deemed a
representation or warranty of Tioga with respect to the Products.

     8.13  Conditions. OEM and Tioga each agree (i) to conduct its marketing,
           ----------
promotion and sales activities in a manner that reflects favorably at all times
on OEM's internet service offerings and the Products and the good name, goodwill
and reputation of OEM and Tioga; and (ii) to avoid deception, misleading or
unethical practices that are or might be detrimental to Tioga, OEM, or the
public, including but not limited to, disparagement of Tioga, OEMor their
products, and acceptance or payment of bribes, kickbacks or secret profits.  OEM
further agrees (a) to make no representations, warranties or guarantees, whether
express or implied, to End-Users or others with respect to the specifications,
features or capabilities of Products other than those stated in writing in the
Documentation or marketing and sales materials provided by Tioga; and (b) not to
publish or

                              Tioga Systems, Inc.              Page A-11
                         Proprietary and Confidential
<PAGE>

use (or cooperate in the publication or use of) any written or printed materials
about the Products not provided by Tioga without Tioga's prior written consent
or any misleading or deceptive advertising material. Tioga further agrees (y) to
make no representations, warranties or guarantees, whether express or implied,
to End-Users or others with respect to the specifications, features or
capabilities of OEM's internet service offerings other than those stated in
writing in the documentation or marketing and sales materials provided by OEM;
and (z) not to publish or use (or cooperate in the publication or use of) any
written or printed materials about OEM's internet service offerings not provided
by OEM without OEM's prior written consent or any misleading or deceptive
advertising material with respect to OEM's internet service offerings.

SECTION 9.  OEM REPRESENTATIONS
            -------------------

     9.1.  OEM shall not (and shall not allow any third party to) (i)
decompile, disassemble, or otherwise reverse engineer (except to the extent that
applicable law prohibits reverse engineering restrictions) or attempt to
reconstruct or discover any source code, underlying ideas, algorithms, file
formats or programming or interoperability interfaces of the Products by any
means whatsoever, (ii) remove any product identification, copyright or other
notices, (iii) other than as permitted by this Agreement, lease, lend, use for
timesharing, service bureau or hosting purposes or otherwise use or allow others
to use the Products to or for the benefit of third parties, (iv) modify, or,
except to the extent expressly authorized herein, incorporate into or with other
software or create a derivative work of any part of the Products, (v) except as
expressly permitted by this Agreement and requested by Tioga, disseminate
information or analysis (including, without limitation, benchmarks) regarding
the quality or performance of the Products from any source other than Tioga,
except to OEM Cable Distribution Affiliates who are subject to confidentiality
restrictions at least as restrictive as those set forth herein, without prior
written authorization by Tioga and, (vi) except as expressly permitted by this
Agreement, use the output or other information generated by the Products
(including, without limitation, output describing the structure of a software
program) for any purpose other than use of the Products in accordance with its
specifications.

     9.2.  OEM shall comply with all laws and regulations applicable to this
Agreement or the transactions contemplated hereby, including without limitation
all laws and regulations related to export of the Products.  The Products may
not be exported by OEM unless OEM complies with any applicable export laws and
regulations and unless OEM obtains all licenses required therefor.  Tioga agrees
to provide OEM notice of the export licenses which Tioga holds with respect to
the Products.

     9.3.  Except to the extent prohibited by agreements between OEM and End-
Users, OEM shall provide Tioga with periodic information as to any problems
encountered with the Products and any resolutions arrived at for those problems,
and to communicate promptly to Tioga any and all modifications, design changes
or improvements of the Products suggested by any End-User, employee or agent.
OEM further agrees (i) that Tioga shall have any and all right, title and
interest in and to any such suggested modifications, design changes or
improvements of the Products, without the payment of any additional
consideration therefor either to OEM, or its employees or agents and (ii) that
it will reasonably cooperate with Tioga in this regard.

     9.4.  Except to the extent prohibited by agreements between OEM and End-
Users,  OEM shall provide Tioga with periodic information as to the nature and
frequency of desktop and/or

                              Tioga Systems, Inc.              Page A-12
                         Proprietary and Confidential
<PAGE>

network malfunctions encountered by the End-Users and how such malfunctions were
detected and/or repaired (whether or not using the Products).

     9.5.  OEM will, and its OEM Cable Distribution Affiliates will, perform
First and Second Level Support to qualified End-Users in a timely and
professional manner.

     9.6.  Enforcement.  OEM hereby agrees to enforce against all End-Users the
            -----------
material provisions of the applicable End-User License Agreement.  If OEM learns
that any End-User has breached any such provision, OEM will immediately notify
Tioga and take, at OEM's expense, all reasonable steps that may be available to
enforce such agreement, including availing itself of actions for seizure or
injunctive relief.  If OEM fails to take such reasonable steps in a timely and
adequate manner, OEM will provide such assistance to Tioga as it reasonably
requests in enforcing such agreement.

SECTION 10.  CONFIDENTIALITY
             ---------------

     Each party agrees that it will hold in strict confidence and not disclose
the Confidential Information of the other party to any third party and to use
the Confidential Information of the other party for no purpose other than the
purposes expressly permitted by this Agreement. Each party shall only permit
access to the other party's Confidential Information to those of its employees
having a need to know and who have signed confidentiality agreements containing
terms at least as restrictive as those contained in this Section 10. Each party
shall maintain the confidentiality and prevent accidental or other loss or
disclosure of any Confidential Information of the other party with at least the
same degree of care as it uses to protect its own Confidential Information but
in no event with less than reasonable care.

     A party's obligations of confidentiality under this Agreement shall not
apply to information which such party can document (i) is in the public domain
without the breach of any agreement or fiduciary duty or the violation of any
law, (ii) was known to the party prior to the time of disclosure without the
breach of any agreement or fiduciary duty or the violation of any law, (iii) is
independently developed by the party prior to receiving such Confidential
Information without reference to any Confidential Information, (iv) is required
to be disclosed pursuant to a judicial order, a requirement of a governmental
agency or by operation of law, provided that such party gives the other party
written notice of any such requirement immediately after learning of any such
requirement, and takes all reasonable measures to avoid or limit disclosure
under such requirements and to obtain confidential treatment or a protective
order and has allowed such other party to participate in the proceeding.  Upon
written request by either party hereto, the other party shall promptly return
all documents and other tangible materials representing the requesting party's
Confidential Information and all copies thereof.

SECTION 11.  LIMITED LIABILITY
             -----------------

     EXCEPT FOR WITH RESPECT TO INDEMNITY OBLIGATIONS UNDER SECTION 12, AS TO
BREACHES OF THE OBLIGATIONS UNDER SECTION 2.5.3 AND 10 AND AS TO WILLFUL
BREACHES OF THE OBLIGATIONS UNDER SECTION 2.3, 2.5.3, 9.1, 9.2 AND 9.6,
NOTWITHSTANDING ANYTHING IN THIS AGREEMENT TO THE CONTRARY, NEITHER TIOGA, OEM,
NOR THEIR SUPPLIERS SHALL BE LIABLE OR OBLIGATED

                              Tioga Systems, Inc.              Page A-13
                         Proprietary and Confidential
<PAGE>

WITH RESPECT TO ANY SUBJECT MATTER OF THIS AGREEMENT OR UNDER CONTRACT,
NEGLIGENCE, STRICT LIABILITY OR ANY OTHER LEGAL OR EQUITABLE THEORY (I) FOR ANY
SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, FOR
ANY COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY, SERVICES OR RIGHTS);
(II) FOR INTERRUPTION OF USE OR LOSS OR CORRUPTION OF DATA; OR (III) FOR ANY
MATTER BEYOND ITS REASONABLE CONTROL. SOME STATES DO NOT ALLOW THE EXCLUSION OR
LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND
EXCLUSIONS MAY NOT APPLY. IN NO EVENT WILL TIOGA'S OR ITS SUPPLIERS' AGGREGATE
LIABILITY TO OEM BASED ON INTELLECTUAL PROPERTY INFRINGEMENT INDEMNITY UNDER
SECTION 12.1 EXCEED FIVE MILLION DOLLARS ($5,000,000); PROVIDED HOWEVER THAT IF
TIOGA PROVIDES A HIGHER LIMITATION ON LIABILITY FOR INTELLECTUAL PROPERTY
INFRINGEMENT BASED ON THE PRODUCTS TO ANY THIRD PARTY, THE FOREGOING AMOUNT
SHALL BE INCREASED TO THE LESSER OF SUCH HIGHER LIMITATION AND TEN MILLION
DOLLARS ($10,000,000). NOTWITHSTANDING THE FOREGOING SENTENCE, THE FOREGOING
LIMIT SHALL NOT APPLY TO INFRINGEMENT INDEMNITY BASED ON COPYRIGHT, TRADE SECRET
AND UNITED STATES TRADEMARKS.IN NO EVENT WILL TIOGA'S OR ITS SUPPLIERS'
AGGREGATE LIABILITY TO OEM BASED ON ANY OTHER CLAIM EXCEED AN AMOUNT EQUAL TO
THE AGGREGATE OF THE FEES PAID TO TIOGA BY OEM WITH RESPECT TO THE PRODUCTS THAT
ARE THE SUBJECT OF THE CLAIM DURING THE TWELVE MONTH PERIOD PRIOR TO THE CAUSE
OF ACTION.

SECTION 12.  INDEMNIFICATION
             ---------------

     12.1.  By Tioga.  Tioga shall indemnify and hold harmless OEM against all
            --------
damages, costs, expenses, and liabilities (including reasonable attorneys' fees
and expenses) (collectively, "Damages") arising out of any claim of infringement
                              -------
of a  copyright or a patent claim or trademark or misappropriation of a trade
secret is asserted against OEM by a third party based upon OEM's exercise of its
rights in full compliance with this Agreement including OEM's use, in full
compliance with this Agreement, of Tioga's trademarks in the promotion or
marketing of the Products; provided, that, in each case, Tioga shall have (x)
received from OEM written notice of said claim as soon as practicable after the
assertion thereof, provided however that if there is a delay in providing such
notice that materially and adversely prejudices the defense of such claim Tioga
shall be released from the indemnification obligations set forth in this Section
12.1. ; (y) have received from OEM the exclusive right to control and direct the
investigation, defense, or settlement of such claims; and (z) received the
complete cooperation and assistance of OEM so long as Tioga reimburses OEM's
reasonable out-of-pocket expenses.  Tioga may not settle any such claim in a
manner that would restrict OEM's exercise of the rights granted to OEM hereunder
without OEM's written consent, which may not be unreasonably withheld.  In the
event Tioga reasonably believes that any Product infringes a third party
Intellectual Property right, Tioga may either:  (1) substitute for such Product
substantially similar programs and documentation, (2) procure for OEM the right
to continue using such Product or, if Tioga fails after commercially reasonable
efforts to accomplish options (1) and (2) above,(3) terminate this Agreement
upon thirty (30) days advance written notice and refund the license fees paid
for the Product that is the subject of the claim less depreciation as calculated
on a three-year straight-line basis commencing as of the Effective Date and
subject to the limitations set forth in Section 11 of this Agreement.  This
Section 12.1 sets forth OEM's sole and

                              Tioga Systems, Inc.              Page A-14
                         Proprietary and Confidential
<PAGE>

exclusive remedy with respect to any claim of Intellectual Property
infringement. The foregoing obligations of Tioga do not apply (A) with respect
to a Product which is modified after shipment by any party other than Tioga, if
the alleged infringement relates to such modification, if the unmodified Product
would not have given rise to the infringement, (B) with respect to Product that
was combined with any non-Tioga products, processes or materials where the
alleged infringement relates to such combination if the Product alone would not
have given rise to the infringement, (C) where the allegedly infringing activity
continues after Tioga has informed OEM of modifications that would have avoided
the alleged infringement and OEM has not complied with its obligations under
Section 3.3 of this Agreement or (D) with respect to infringement based on use
of a version other than the then current version (so long as OEM has had a
reasonable amount of time, not more than thirty (30) days to receive and
implement the then current version) of the Product if such infringement could
have been avoided by use of the then current version.

     12.2.  BY OEM.  Without limiting Tioga's Intellectual Property
            ------
indemnification obligation under Section 12.1 above, OEM shall indemnify and
hold harmless Tioga against Damages arising out of (i) any third party claim
directly related to OEM's actions or omissions in its marketing, promotion,
advertising or sublicense of the Products and (ii) any claim of infringement of
a trademark asserted by a third party based upon Tioga's use, in full compliance
with this Agreement, of OEM's trademarks; provided, that, in each case OEM shall
have (x) received from Tioga notice of said claim as soon as practicable after
the assertion thereof, provided however that if there is a delay in providing
such notice that materially and adversely prejudices the defense of such claim
OEM shall be released from the indemnification obligations set forth in this
Section 12.2.; (y) have received from Tioga the exclusive right to control and
direct the investigation, defense, or settlement of such claims; and (z)
received complete cooperation and assistance of Tioga.

SECTION 15.  WARRANTY DISCLAIMER
             -------------------

     Tioga warrants and represents to OEM as follows:

     13.1.  Tioga warrants to OEM that for a period of sixty (60) days from the
Effective Date, the Products, if operated as directed, will substantially
achieve the functionality described in the Documentation.  Tioga does not
warrant, however that OEM's use of the Products will be uninterrupted or that
the operation of the Products will be error-free or secure.   Tioga also
warrants that the media provided by Tioga to OEM containing the Products will be
free from defects in material and workmanship and will so remain for ninety (90)
days from the date OEM acquired the Products.  Tioga's sole liability (and OEM's
exclusive remedy) for any breach of the warranties under this Section 13.1 shall
be, in Tioga's sole discretion, to use commercially reasonable efforts:  (i) to
replace OEM's defective Products; or (ii) to advise OEM how to achieve
substantially the same functionality with the Products as described in the
Documentation through a procedure different from that set forth in the
Documentation; or (iii) if the above remedies are impracticable, to refund the
license fee paid for the Products and terminate this Agreement.  Tioga shall
have no obligation with respect to a warranty claim unless notified of such
claim within the applicable warranty period.  Tioga will use reasonable
commercial efforts to repair, replace, advise or refund pursuant to the
foregoing warranty within thirty (30) days of being so notified.

     13.2  Tioga represents and warrant to OEM that it has the corporate
authority to enter into this Agreement.

                              Tioga Systems, Inc.              Page A-15
                         Proprietary and Confidential
<PAGE>

     13.3  If any modifications are made to any Product by any party other than
Tioga during the warranty period, if the media is subjected to accident, abuse,
or improper use, or if OEM breaches any of the terms of this Agreement, then
this warranty shall immediately terminate.  This warranty shall not apply if any
Product is used on or in conjunction with hardware or software other than the
unmodified version of hardware and software with which such Product was designed
to be used as described in the Documentation.

     13.4  THE PROVISIONS OF SECTION 13.1 AND 13.2 ABOVE CONSTITUTE A LIMITED
WARRANTY, AND IT IS THE ONLY WARRANTY MADE BY TIOGA OR ITS SUPPLIERS OR OEMS TO
OEM.  NO DEALER, AGENT OR EMPLOYEE OF TIOGA IS AUTHORIZED TO MAKE ANY
MODIFICATIONS, EXTENSIONS OR ADDITIONS TO THIS LIMITED WARRANTY.  TIOGA MAKES NO
OTHER REPRESENTATION OR WARRANTY OF ANY KIND WHETHER EXPRESS OR IMPLIED (EITHER
IN FACT OR BY OPERATION OF LAW) WITH RESPECT TO THE PRODUCTS OR OTHER MATERIALS
PROVIDED BY TIOGA.  TIOGA EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF NON-
INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.  TIOGA DOES
NOT WARRANT THAT THE PRODUCTS ARE ERROR-FREE OR THAT OPERATION OF THE PRODUCTS
WILL BE SECURE OR UNINTERRUPTED.  OEM MAY HAVE OTHER STATUTORY RIGHTS.  HOWEVER,
TO THE FULL EXTENT PERMITTED BY LAW, THE DURATION OF STATUTORILY REQUIRED
WARRANTIES, IF ANY, SHALL BE LIMITED TO THE ABOVE LIMITED WARRANTY PERIOD.
MOREOVER, IN NO EVENT WILL WARRANTIES PROVIDED BY LAW, IF ANY, APPLY UNLESS THEY
ARE REQUIRED TO APPLY BY STATUTE.

SECTION 14.  TERM AND TERMINATION
             --------------------

     14.1.  Term.  This Agreement shall become effective, as of the Effective
            ----
Date and, unless terminated earlier as provided herein, this Agreement shall
remain in effect until December 31, 2002.

     14.2.  Termination.
            -----------

          14.2.1. If OEM provides Tioga with written notice no later than 90
days prior to December 31, 2000, then OEM may terminate this Agreement for
convenience effective as of December 31, 2000. In the event of termination under
this Section 14.2.1, OEM will be required to pay the license fees due on the
Payment Dates up to and including November 30, 2000.

          14.2.2  Either party shall have the right to terminate this Agreement
immediately upon written notice to the other party if the other party ceases to
do business, dissolves, liquidates or otherwise terminates its business
operations.

          14.2.3  Either party shall have the right to terminate this Agreement
if the other party breaches any material provision of this Agreement and, fails
to cure such breach within thirty (30) days after receiving written notice
describing such breach.

          14.2.4  Either party shall have the right to terminate this Agreement
immediately upon written notice to the other party if the other party shall
attempt to seek protection under any insolvency, bankruptcy, receivership,
creditors arrangement, or comparable proceeding, or if any such proceeding is
instituted against the other party or such other party makes a general
assignment

                              Tioga Systems, Inc.              Page A-16
                         Proprietary and Confidential

<PAGE>

for the benefit of creditors. 14.2.5. This Agreement may be terminated upon the
mutual agreement of the parties herein.

     14.3.  Termination Duties. Upon termination or expiration of this
            ------------------
Agreement, (i) all rights and licenses granted to OEM hereunder shall terminate;
(ii) each party will immediately return to the other party all Confidential
Information of such other party and will promptly cease using any Intellectual
Property of the other party and (iii) OEM shall immediately return to Tioga the
Golden Master and all Copies of the Products and any other materials in its
possession, custody or control in whichever form held (including all copies or
embodiments thereof) relating to the Products accompanied by an affidavit of an
officer of OEM certifying that OEM has complied with all of its termination
obligations contemplated by this Agreement. The following sections shall
survive, in accordance with their terms, any expiration or termination of this
Agreement: Sections 1, 2.4, 4, 7, 9.6, 10, 11, 12, 13, 14.3-14.7 and 15.

     14.4.  Disclaimer.  If OEM is entitled under local law or otherwise for any
            ----------
special payment or termination indemnity as a consequence of termination or
expiration of this Agreement, OEM hereby waives and disclaims, to the fullest
extent permitted by law, any right to such payment or indemnity.

     14.5.  Post-Termination Matters.
            ------------------------

            14.5.1. Immediate Payment. Subject to Section 14.2.1, immediately
                    -----------------
upon any termination of this Agreement, OEM will pay to Tioga all License Fees
currently due. Further, if Tioga terminates this Agreement for OEM's material
breach pursuant to Section 14.2.3 prior to October 1, 2000, then OEM will pay to
Tioga, any License Fees which would have accrued after termination if the
Agreement did not terminate until December 31, 2000; provided however that if
such termination for OEM's material breach occurs on or after October 1, 2000,
then OEM will pay the License Fees which would have accrued after termination if
the Agreement did not terminate until December 31, 2002.The foregoing payments
shall be in addition to any other remedies which Tioga may have under the law.
If OEM terminates this Agreement for Tioga's breach pursuant to Section 14.2.3,
then OEM will pay Tioga all License Fees then due but will be released from any
further payment of License Fees under this Agreement.

                     14.5.2 Immediate Termination of License. Upon any
                            --------------------------------
expiration or termination of this Agreement, all licenses granted to OEM under
this Agreement shall terminate.

               14.6. Additional Remedies. Except as expressly limited by this
                     -------------------
Agreement, termination of this Agreement shall be without prejudice to any other
remedy which may be available to a party due to default of this Agreement. The
parties agree that violation of obligations under this Agreement may cause
irreparable harm and significant injury to the extent that may be extremely
difficult to ascertain. Accordingly, the parties agree that each party will
have, in addition to any other rights or remedies available to it at law or in
equity, the right to seek injunctive relief to enjoin any breach or violation of
this Agreement.

               14.7. Limitation on Liability. NEITHER PARTY SHALL BE LIABLE TO
                     -----------------------
THE OTHER FOR COMPENSATION, REIMBURSEMENT OR DAMAGES ON ACCOUNT OF THE LOSS OF
PROSPECTIVE PROFITS OR ANTICIPATED SALES OR ON ACCOUNT OF

                              Tioga Systems, Inc.              Page A-17
                         Proprietary and Confidential
<PAGE>

EXPENDITURES, INVESTMENTS, LEASES OR COMMITMENTS IN CONNECTION WITH THE BUSINESS
OR GOODWILL OF TIOGA OR OEM BECAUSE OF TERMINATION OF THIS AGREEMENT IN
ACCORDANCE WITH ITS PROVISIONS.

SECTION 15.  GENERAL PROVISIONS
             ------------------

     15.1.  Relationship of Parties. The parties hereto expressly understand and
            -----------------------
agree that OEM is an independent contractor in the performance of each and every
part of this Agreement, and is solely responsible for all of its employees and
agents and its labor costs and expenses arising in connection therewith. Tioga
is in no manner associated with or otherwise connected with the actual
performance of this Agreement on the part of OEM, nor with OEM's employment of
other persons or incurring of other expenses. Except as expressly provided
herein, Tioga shall have no right to exercise any control whatsoever over the
activities or operations of OEM.

     15.2.  Assignment.  Neither party may assign this Agreement, in whole or in
            ----------
part, without the other party's written consent, except that (i) Tioga may
assign this Agreement to a wholly owned subsidiary of Tioga, or to a successor
of all or substantially all of the business and assets of the party regardless
of how the transaction or series of related transactions is structured. Subject
to the foregoing, the provisions of this Agreement shall apply to and bind the
successors and permitted assigns of the parties.  Any attempted assignment or
other transfer of this Agreement not in compliance with this Section 15.2 shall
be null and void and shall be deemed to be a material breach of this Agreement
which is not capable of cure.

     15.3.  Amendment and Waiver.  Except as otherwise expressly authorized
            --------------------
herein, any provision of this Agreement may be amended and the observance of any
provision of this Agreement may be waived only with the written consent of the
parties.

     15.4.  Governing Law and Legal Actions.  This Agreement shall be governed
            -------------------------------
by and construed under the laws of the State of California and the United States
without regard to conflicts of laws provisions thereof and without regard to the
United Nations Convention on Contracts for the International Sale of Goods.  The
sole jurisdiction and venue for actions related to the subject matter hereof
shall be the California state and U.S. federal courts located in Santa Clara
County, California. Both parties consent to the jurisdiction of such courts and
agree that process may be served in the manner provided herein for giving of
notices or otherwise as allowed by California state or U.S. federal law. In any
action or proceeding to enforce rights under this Agreement, the prevailing
party shall be entitled to recover costs and attorneys' fees.

     15.5.  Headings.  Headings and captions are for convenience only and are
            --------
not to be used in the interpretation of this Agreement.

     15.6.  Notices.  All notices, statements, and reports required or permitted
            -------
by this Agreement shall be in writing and deemed to have been effectively given
and received; (i) five (5) business days after the date of mailing if sent by
registered or certified U.S. mail, postage prepaid, with return receipt
requested; (ii) when transmitted if sent by facsimile, provided a confirmation
of transmission is produced by the sending machine and a copy of such facsimile
is promptly sent by another means specified in this Section 15.6; or (iii) when
delivered if delivered personally or sent by express courier service. Notices
shall be addressed as follows:

                              Tioga Systems, Inc.              Page A-18
                         Proprietary and Confidential
<PAGE>

If to Tioga:                            If to OEM:

Tioga Systems, Inc.                     At Home Corporation
1816 Embarcadero Road                   425 Broadway
Palo Alto, CA  94303                    Redwood City, CA 94063
Telecopy: (650) 565-8300                Attn: Dave Bagshaw
Attn:  Secretary

With copies to:                         With Copies to:  General Counsel
Christine F. Nakagawa
Pillsbury Madison & Sutro LLP           All invoices shall be sent to the above
2550 Hanover Street                     address, Attention:  Dave Bagshaw.
Palo Alto, California 94304

     15.7.  Entire Agreement.  This Agreement supersedes all proposals, oral or
            -----------------
written, all negotiations, conversations, or discussions between or among
parties relating to the subject matter of this Agreement and all past dealing or
industry custom.

     15.8.  Severability.  If any provision of this Agreement is held to be
            ------------
illegal or unenforceable, that provision shall be limited or eliminated to the
minimum extent necessary so that this Agreement shall otherwise remain in full
force and effect and enforceable.

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

                              Tioga Systems, Inc.              Page A-19
                         Proprietary and Confidential
<PAGE>

     IN WITNESS WHEREOF, the Parties have executed this OEM Agreement on the
Effective Date.

OEM:                                         TIOGA:

                                             TIOGA SYSTEMS, INC.:

       /s/ David Bagshaw                            /s/ Robert Amaral Jr.
By:  -----------------------------           By:  -----------------------------
           David Bagshaw                                Robert Amaral Jr.
Name:  ---------------------------           Name: ----------------------------
           S.V.P. Excite@Home                           Vice President of Sales
Title:  --------------------------           Title:  --------------------------

Ship to:  At Home Corporation
          425 Broadway
          Redwood City, CA 94063
          Attention: Ken Erbs.

                              Tioga Systems, Inc.              Page A-20
                         Proprietary and Confidential
<PAGE>

                                  SCHEDULE A

                          Description of the Products
                          ---------------------------

The Products are as follows:

1. "Tioga Agent" is the stand alone version of the product referred to by Tioga
   as Tioga Agent, in object code format, as described in the Documentation.

2. "Tioga Healing Console" means the product referred to by Tioga as Tioga
   Healing Console and provided by Tioga to OEM for use solely to remotely
   connect to any client system, and diagnose and repair protected network
   connectivity and client applications.

3. "OEM Factory", means the Tioga Administration Console in object code format,
   which is used to configure the protection scheme of the stand alone Tioga
   Agent as described in (1) above

                              Tioga Systems, Inc.                     Page SA-1
                                                    Proprietary and Confidential
<PAGE>

                                   EXHIBIT A

                          END-USER LICENSE AGREEMENT

                              Tioga Systems, Inc.              Page A-1
                         Proprietary and Confidential
<PAGE>

                             Licensee Information

    _________________________________________________________________
    Licensee:                          Contact:
    _________________________________________________________________
    Address:                           Phone:
    _________________________________________________________________
    Email:                             Fax:
    _________________________________________________________________

                               LICENSE AGREEMENT

     This License Agreement ("Agreement") is entered into as of ________________
____________ (the "Effective Date") by and between ____________________., a
_________ corporation with offices at _________________________ ("OEM"), and
___________________________________, a ________________ corporation with offices
at _____________________________________________________ ("Licensee"), and sets
forth the terms and conditions under which OEM agrees to license software to
Licensee.

SECTION 1.  LICENSE
            -------

     1.1.  License Grant.  OEM grants to Licensee and Licensee accepts from OEM
           -------------
for the duration of the term of this Agreement a non-exclusive, non-
sublicensable and non-transferable license (the "License") in the United States
to install and use the software specified on Exhibit A attached hereto together
with any related technical specification documentation provided by OEM (the
"Documentation" and, unless otherwise noted, together with the software
specified on Exhibit A, the "Software").

     1.2.  Title.  Subject only to the License, OEM's licensor shall retain all
           -----
right, title and interest, including all copyrights and trademarks, in and to
the Software.

     1.3.  Backup Copies.  In addition to copies made pursuant to Section 1.1
           -------------
above, Licensee may make a reasonable number of copies of the Software for
backup and archival purposes.  Licensee must reproduce and include the copyright
and trademark notices and any other notices that appear on the original Software
on any copies and any media therefor.

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

     1.5  Additional Restriction Applicable to OEM Agent.  The OEM Agent may
only be used (i) by Licensee to protect applications which are configured for
protection by OEM as part of the OEM internet service configuration process,
(ii) to protect internet connectivity and applications which are provided to
Licensee by OEM as part of a internet service, and which are in fact being
sublicensed to the Licensee by

                         Tioga Systems, Inc.                        Page A-2
                      Proprietary and Confidential
<PAGE>

OEM as part of the internet service, and (iii) for application repair by OEM as
part of their internet service support, or by Licensee as part of a stand alone
system.

SECTION 2.  PAYMENT
            -------

     In consideration for the License granted under Section 1.1, Licensee agrees
to pay OEM the License Fees set forth in Exhibit B.  All prices are exclusive of
taxes, and Licensee shall be solely responsible for any sales, value-added or
similar tax, other than taxes imposed on OEM's income.

SECTION 3.  WARRANTY
            --------

     OEM warrants and represents to Licensee as follows:

     3.1.  OEM warrants to Licensee that for a period of thirty (30) days from
the Effective Date, the Software, if operated as directed, will substantially
achieve the functionality described in the Documentation.  OEM does not warrant,
however that Licensee's use of the Software will be uninterrupted or that the
operation of the Software will be error-free or secure.  OEM also warrants that
the media containing the Software, if any, is free from defects in material and
workmanship and will so remain for ninety (90) days from the date Licensee
acquired the Software.  OEM's sole liability (and Licensee's exclusive remedy)
for any breach of this warranty shall be, in OEM's sole discretion, the use of
commercially reasonable efforts:  (i) to replace Licensee's defective media or
Software; or (ii) to advise Licensee how to achieve substantially the same
functionality with the Software as described in the Documentation through a
procedure different from that set forth in the Documentation; or (iii) if the
above remedies are impracticable, to refund the license fee paid for the
Software and terminate this Agreement.  OEM shall have no obligation with
respect to a warranty claim unless notified of such claim and provided evidence
of the license purchase within the applicable warranty period.  OEM will use
reasonable commercial efforts to repair, replace, advise or refund pursuant to
the foregoing warranty within thirty (30) days of being so notified.

     3.2  If any modifications are made to the Software by Licensee during the
warranty period, if the media is subjected to accident, abuse, or improper use,
or if Licensee violates the terms of this Agreement, then this warranty shall
immediately terminate.  This warranty shall not apply if the Software is used on
or in conjunction with hardware or software other than the unmodified version of
hardware and software with which the Software was designed to be used as
described in the Documentation.

     3.3  THIS IS A LIMITED WARRANTY, AND IT IS THE ONLY WARRANTY MADE BY OEM.
NO WARRANTY OF ANY KIND, EXPRESS OR IMPLIED IS OFFERED BY TIOGA SYSTEMS, INC.
NO DEALER, AGENT OR EMPLOYEE OF OEM IS AUTHORIZED TO MAKE ANY MODIFICATIONS,
EXTENSIONS OR ADDITIONS TO THIS LIMITED WARRANTY.  OEM MAKES NO OTHER
REPRESENTATION OR WARRANTY OF ANY KIND WHETHER EXPRESS OR IMPLIED (EITHER IN
FACT OR BY OPERATION OF LAW) WITH RESPECT TO THE SOFTWARE OR OTHER MATERIALS
PROVIDED BY OEM.  OEM AND TIOGA SYSTEMS, INC. EXPRESSLY DISCLAIM ALL IMPLIED
WARRANTIES OF NONINFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR
PURPOSE. OEM DOES NOT WARRANT THAT THE SOFTWARE  IS ERROR-FREE OR THAT OPERATION
OF THE SOFTWARE WILL BE SECURE OR UNINTERRUPTED.  LICENSEE MAY HAVE OTHER
STATUTORY RIGHTS.  HOWEVER, TO THE FULL EXTENT PERMITTED BY LAW, THE DURATION OF
STATUTORILY REQUIRED WARRANTIES, IF ANY, SHALL BE LIMITED TO THE ABOVE LIMITED
WARRANTY PERIOD.  MOREOVER, IN NO EVENT WILL WARRANTIES PROVIDED BY LAW, IF ANY,
APPLY UNLESS THEY ARE REQUIRED TO APPLY BY STATUTE.

SECTION 5  TERM AND TERMINATION.
           ---------------------

     5.1  Term.  This Agreement shall commence on the Effective Date, and shall
          ----
continue until the termination of Licensee's agreement with OEM respect to
internet service.

                         Tioga Systems, Inc.                        Page A-3
                      Proprietary and Confidential
<PAGE>

     5.2  Termination.  OEM may terminate this Agreement for cause if Licensee
          -----------
fails to cure any material breach of this Agreement within thirty (30) days
after written notice of such breach (or immediately in the case of the failure
to pay any amounts in accordance with the payment terms specified herein).
Sections 1.2, 1.4, 3.3, 6.2, 7, 8,  and 9 shall survive termination.

     5.3  Effect of Termination or Expiration. Upon any termination or
expiration of this Agreement, Licensee shall immediately cease all use of the
Software and return or destroy all copies of the Software and all portions
thereof and so certify to OEM.  Termination is not an exclusive remedy and all
other remedies will be available whether or not this Agreement is terminated.

SECTION 6  Limitation of Liability.
           ------------------------

     NOTWITHSTANDING ANYTHING IN THIS AGREEMENT TO THE CONTRARY, OEM SHALL NOT
BE LIABLE OR OBLIGATED WITH RESPECT TO ANY SUBJECT MATTER OF THIS AGREEMENT OR
UNDER CONTRACT, NEGLIGENCE, STRICT LIABILITY OR ANY OTHER LEGAL OR EQUITABLE
THEORY (I) FOR ANY AMOUNTS IN EXCESS IN THE AGGREGATE OF THE FEES PAID TO OEM BY
LICENSEE WITH RESPECT TO THE COPIES OF SOFTWARE THAT ARE THE SUBJECT OF THE
CLAIM DURING THE TWELVE MONTH PERIOD PRIOR TO THE CAUSE OF ACTION, (II) FOR ANY
SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, FOR
ANY COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY, SERVICES OR RIGHTS);
(III) FOR INTERRUPTION OF USE OR LOSS OR CORRUPTION OF DATA; OR (IV) FOR ANY
MATTER BEYOND ITS REASONABLE CONTROL.  SOME STATES DO NOT ALLOW THE EXCLUSION OR
LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND
EXCLUSIONS MAY NOT APPLY TO LICENSEE.

SECTION 8   GENERAL PROVISIONS
            ------------------

     8.1  Cumulative Remedies.  The remedies under this Agreement shall be
          -------------------
cumulative and not alternative and the election of one remedy for a breach shall
not preclude pursuit of other remedies unless as expressly provided in this
Agreement.

     8.2  Governing Law.  This Agreement shall be governed in all respects by
          -------------
the substantive laws of the State of California, United States of America
(excluding conflict of laws rules) as applied to agreements entered into and to
be performed entirely within the State of California between California
residents, without regard to the U.N. Convention on Contracts for the
International Sale of Goods. Any dispute regarding this Agreement shall be
subject to the exclusive jurisdiction of the California state courts in and for
Santa Clara County, California or, if there is federal jurisdiction, the United
States District Court for the Northern District of California, and the parties
agree to submit to the personal and exclusive jurisdiction and venue of these
courts.

     8.3  Notices.  All notices, statements, and reports required or permitted
          -------
by this Agreement shall be in writing and deemed to have been effectively given
and received; (i) five (5) business days after the date of mailing if sent by
registered or certified U.S. mail, postage prepaid, with return receipt
requested; (ii) when transmitted if sent by facsimile, provided a confirmation
of transmission is produced by the sending machine and a copy of such facsimile
is promptly sent by another means specified in this Section 9.3; or (iii) when
delivered if delivered personally or sent by express courier service.  Notices
shall be addressed as follows:

     If to Licensee:  As set forth at the top of the Agreement
     ---------------

                         Tioga Systems, Inc.                        Page A-4
                      Proprietary and Confidential
<PAGE>

     If to OEM:
     ----------

     Attn:  _______________

     8.3  Export Restrictions.  Licensee understands and acknowledges that
          -------------------
certain technology licensed hereunder may be subject to regulation by agencies
of the U.S. government, including the U.S. Department of Commerce, which
prohibit export or diversion of certain products and technology to certain
countries.  Licensee warrants that it will comply in all respects with the
export restrictions applicable to any materials or technology provided hereunder
and will otherwise comply with the Export Administration Regulations or other
United States laws and regulations in effect from time to time.

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

     8.5  Independent Contractor.  The relationship created by this Agreement is
          ----------------------
one of independent contractors, and not partners, franchisees or joint
venturers.  No employees, consultants, contractors or agents of one party are
employees, consultants, contractors or agents of the other party, nor do they
have any authority to bind the other party by contract or otherwise to any
obligation, except as expressly set forth herein. Neither party will represent
to the contrary, either expressly, implicitly or otherwise.

     8.6  Headings.  The descriptive headings of this Agreement are intended for
          --------
reference only and shall not affect the construction or interpretation of this
Agreement.

     8.7  Severability.  If any covenant set forth in this Agreement is
          ------------
determined by any court to be unenforceable by reason of its extending for too
great a period of time or by reason of its being too extensive in any other
respect, such covenant shall be interpreted to extend only for the longest
period of time and to otherwise have the broadest application as shall be
enforceable.  The invalidity or unenforceability of any particular provision of
this Agreement shall not affect the other provisions hereof, which shall
continue in full force and effect.

     8.8  Waiver of Rights.  The failure of either party to insist, in any one
          ------------------
or more instances, upon the performance of any of the terms, covenants, or
conditions of this Agreement or to exercise any right hereunder, shall not be
construed as a waiver or relinquishment of the future performance of any rights,
and the obligations of the party with respect to such future performance shall
continue in full force and effect.

     8.9  Entire Agreement; Conflict.  This Agreement, together with all
          --------------------------
exhibits and schedules hereto, constitutes the complete, final and exclusive
statement of the terms of the Agreement among the parties pertaining to the
subject matter hereof and supersedes all prior agreements, understandings,
negotiations and discussions of the parties.  No modification or rescission of
this Agreement shall be binding unless executed in writing by the party to be
bound thereby.  In the event of any conflict between the terms and conditions of
this Agreement and an Exhibit , the terms and conditions of the Exhibit shall
prevail.

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

                         Tioga Systems, Inc.                        Page A-5
                      Proprietary and Confidential
<PAGE>

the underlying cause of the delay; provided that such party shall give notice of
such force majeure event to the other party as soon as reasonably possible.

     8.11  Presumptions.  In construing the terms of this Agreement, no
           ------------
presumption shall operate in either party's favor as a result of its counsel's
role in drafting the terms or provisions hereof.

     8.12  Authority.  Each party represents that all corporate action necessary
           ---------
for the authorization, execution and delivery of this Agreement by such party
and the performance of its obligations hereunder has been taken.

     8.13  Legal Expenses.  The prevailing party in any legal action brought by
           --------------
one party against the other and arising out of this Agreement will be entitled,
in addition to any other rights and remedies it may have, to reimbursement for
its expenses, including court costs and reasonable attorneys' fees.

     8.14  Government End-Users.  The Software and accompanying documentation
           ---------------------
are deemed to be "commercial computer software" and "commercial computer
software documentation", respectively, pursuant to DFAR Section 227.7202 and FAR
Section 2.212, as applicable.  Any use, modification, reproduction, release,
performing, displaying or disclosing of the software and accompanying
documentation by the U.S. Government shall be governed solely by the terms of
this Agreement and shall be prohibited except to the extent expressly permitted
by the terms of this Agreement.  Manufacturer is Tioga Systems, Inc., 1816
Embarcadero Road, Palo Alto, CA  94303.

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

ACCEPTED BY:
_____________________________          ___________________________________
("Licensee")                           ("OEM")

     /s/ David Bagshaw
By: --------------------------         By: _______________________________
         David Bagshaw
Name: ------------------------         Name: _____________________________
         S.V.P. Excite@Home
Title: -----------------------         Title: ____________________________

                         Tioga Systems, Inc.                        Page A-6
                      Proprietary and Confidential
<PAGE>

                                   EXHIBIT A

                          Description of the Software
                          ---------------------------

The Software shall include the following:

The version of the ""OEM Agent" as provided by OEM to Licensee in object code
format.

ACCEPTED BY:
__________________________            _________________________
("Licensee")                          ("OEM")

By: /s/ David Bagshaw                 By: ______________________________
    --------------------------
Name:   David Bagshaw                 Name: ____________________________
      ------------------------
Title:  S.V.P. Excite@Home            Title: ___________________________
       -----------------------

                         Tioga Systems, Inc.                        Page A-7
                      Proprietary and Confidential
<PAGE>

                                   EXHIBIT B

                         PAYMENT TERMS AND FEE SCHEDULE
                         ------------------------------

I.  Payment Terms:
------------------

All fees due and payable ___ days from invoicing.

II. Software License Fees
-------------------------

Item                                     Fees
----                                     ----
License Fees

III. Technical Support Fee Schedule
-----------------------------------

Item                                     Fees
----                                     ----
Standard Technical Support

IV. [Deployment and Implementation] Fee Schedule
------------------------------------------------

Item                                     Fees
----                                     ----
[Implementation] Services

V.  Training
------------
                                         Fees
                                         ----

TBD (outlined in Exhibit D)

ACCEPTED BY:
________________________              ___________________________
("Licensee")                          ("OEM")

By:  /s/ David Bagshaw                By:
    ____________________________          ____________________________

Name:  David Bagshaw                  Name:
      __________________________            __________________________

Title:  S.V.P. Excite@Home            Title:
       _________________________             _________________________

                         Tioga Systems, Inc.                        Page A-8
                      Proprietary and Confidential
<PAGE>

                                   EXHIBIT C

                                    SUPPORT
                                    -------

                         Tioga Systems, Inc.                        Page A-9
                      Proprietary and Confidential
<PAGE>

                                   EXHIBIT D

                                   TRAINING
                                   --------

                         Tioga Systems, Inc.                        Page A-10
                      Proprietary and Confidential
<PAGE>

                                   EXHIBIT B

                       TIOGA TRADEMARK USAGE GUIDELINES

GUIDELINES FOR USAGE
--------------------

Tioga has established the following set of Guidelines to be followed in all
collateral, advertising, and related materials and activities in which Tioga
Marks are used.

Graphic Element
---------------

1.  Always use production-quality art (electronic or camera-ready) to reproduce
    any of the Tioga Marks.

2.  The Tioga Logo may only be reproduced (in print or electronically) in black,
    black and Pantone 485, white, or white and Pantone 485 (white or white and
    Pantone 485 may only be used when reversed out of a dark background).

3.  When printing or electronically reproducing the Tioga Logo in two colors,
    the vertical rings in the Tioga Logo print black, while the horizontal ring
    prints Pantone 485.

4.  The mark TIOGA and/or the Tioga Logo must be accurately shown in standard
    proportions and placement, and must never be distorted, superimposed,
    outlined, or rated in any way.

5.  The mark TIOGA when reproduced in logo typeface should never appear without
    the Tioga Logo in the appropriate position and proportion.

6.  The Tioga Logo should never appear without the mark TIOGA in the appropriate
    position and proportion.

7.  With consent from Tioga, the mark TIOGA and/or the Tioga Logo may be used to
    note compatibility with other computer software products. However, no
    compatible product may be identified as being provided by Tioga nor may
    there be an implication that Tioga produces, endorses, or supports the
    product.

Trademark Requirements
----------------------

1.  At the first mention of the Tioga Marks in the body or printed or on-line
    material, proper notice of trademark ownership ( i.e. (TM) ) must appear. If
    the first mention is in a headline, the does not have to appear at that
    mention, provided there is text following where the notice does appear.

                         Tioga Systems, Inc.                         Page B-1
                                                  Proprietary and Confidential
<PAGE>

2.  When writing about Tioga, its products or technology, trademarks must be
    used as proper adjectives.

3.  Advertising and all other printed materials must include credit lines for
    Tioga products and/or technologies. If more than one Tioga Mark is used,
    credit for all trademarks may be incorporated into one sentence. A sample
    credit line that meets these criteria is as follows:

The following are trademarks of Tioga Systems, Inc.: Tioga (TM), Self Healing
(TM), and the Tioga Logo.

Tioga reserves the right to amend this Exhibit B at anytime.  OEM shall use
commercially reasonable efforts to cease use and/or distribution of the existing
non-conforming Marked Materials, within ten (10) days after Tioga makes the
amendments to this Exhibit C available to OEM.

                         Tioga Systems, Inc.                         Page B-2
                                                  Proprietary and Confidential
<PAGE>

                                   EXHIBIT C

                               OEM'S TRADEMARKS

                         Tioga Systems, Inc.                         Page C-1
                                                  Proprietary and Confidential

Source: [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00011-of-00352.parquet"}, [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00011-of-00352.parquet"}]]