Document:

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                                                                   EXHIBIT 10.22

                           KANA COMMUNICATIONS, INC.
                           1999 STOCK INCENTIVE PLAN

                          AS AMENDED ON APRIL 26, 2001

                                  ARTICLE ONE

                               GENERAL PROVISIONS

I. PURPOSE OF THE PLAN

   This 1999 Stock Incentive Plan is intended to promote the interests of Kana
Communications, Inc., a Delaware corporation, by providing eligible persons in
the Corporation's service with the opportunity to acquire a proprietary
interest, or otherwise increase their proprietary interest, in the Corporation
as an incentive for them to remain in such service.

   Capitalized terms shall have the meanings assigned to such terms in the
attached Appendix.

   All share numbers in this document reflect the 2-for-1 split of the Common
Stock which was effected on February 22, 2000.

II. STRUCTURE OF THE PLAN

   A. The Plan shall be divided into five separate equity incentives programs:

    .  the Discretionary Option Grant Program under which eligible persons
       may, at the discretion of the Plan Administrator, be granted options
       to purchase shares of Common Stock,

    .  the Salary Investment Option Grant Program under which eligible
       employees may elect to have a portion of their base salary invested
       each year in special option grants,

    .  the Stock Issuance Program under which eligible persons may, at the
       discretion of the Plan Administrator, be issued shares of Common
       Stock directly, either through the immediate purchase of such shares
       or as a bonus for services rendered the Corporation (or any Parent
       or Subsidiary),

    .  the Automatic Option Grant Program under which eligible non-employee
       Board members shall automatically receive option grants at
       designated intervals over their period of continued Board service,
       and

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    .  the Director Fee Option Grant Program under which non-employee Board
       members may elect to have all or any portion of their annual
       retainer fee otherwise payable in cash applied to a special stock
       option grant.

   B. The provisions of Articles One and Seven shall apply to all equity
programs under the Plan and shall govern the interests of all persons under the
Plan.

III. ADMINISTRATION OF THE PLAN

   A. The Primary Committee shall have sole and exclusive authority to
administer the Discretionary Option Grant and Stock Issuance Programs with
respect to Section 16 Insiders. Administration of the Discretionary Option
Grant and Stock Issuance Programs with respect to all other persons eligible to
participate in those programs may, at the Board's discretion, be vested in the
Primary Committee or a Secondary Committee, or the Board may retain the power
to administer those programs with respect to all such persons. However, any
discretionary option grants or stock issuances for members of the Primary
Committee must be authorized by a disinterested majority of the Board.

   B. Members of the Primary Committee or any Secondary Committee shall serve
for such period of time as the Board may determine and may be removed by the
Board at any time. The Board may also at any time terminate the functions of
any Secondary Committee and reassume all powers and authority previously
delegated to such committee.

   C. Each Plan Administrator shall, within the scope of its administrative
functions under the Plan, have full power and authority (subject to the
provisions of the Plan) to establish such rules and regulations as it may deem
appropriate for proper administration of the Discretionary Option Grant and
Stock Issuance Programs and to make such determinations under, and issue such
interpretations of, the provisions of those programs and any outstanding
options or stock issuances thereunder as it may deem necessary or advisable.
Decisions of the Plan Administrator within the scope of its administrative
functions under the Plan shall be final and binding on all parties who have an
interest in the Discretionary Option Grant and Stock Issuance Programs under
its jurisdiction or any stock option or stock issuance thereunder.

   D. The Primary Committee shall have the sole and exclusive authority to
determine which Section 16 Insiders and other highly compensated Employees
shall be eligible for participation in the Salary Investment Option Grant
Program for one or more calendar years. However, all option grants under the
Salary Investment Option Grant Program shall be made in accordance with the
express terms of that program, and the Primary Committee shall not exercise any
discretionary functions with respect to the option grants made under that
program.

   E. Service on the Primary Committee or the Secondary Committee shall
constitute service as a Board member, and members of each such committee shall
accordingly be entitled to full indemnification and reimbursement as Board
members for their service on such committee. No member of the Primary Committee
or the Secondary Committee shall be liable for any act or omission made in good
faith with respect to the Plan or any option grants or stock issuances under
the Plan.

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   F. Administration of the Automatic Option Grant and Director Fee Option
Grant Programs shall be self-executing in accordance with the terms of those
programs, and no Plan Administrator shall exercise any discretionary functions
with respect to any option grants or stock issuances made under those programs.

IV. ELIGIBILITY

   A. The persons eligible to participate in the Discretionary Option Grant and
Stock Issuance Programs are as follows:

       (i) Employees,

       (ii) non-employee members of the Board or the board of directors of
    any Parent or Subsidiary, and

       (iii) consultants and other independent advisors who provide
    services to the Corporation (or any Parent or Subsidiary).

   B. Only Employees who are Section 16 Insiders or other highly compensated
individuals shall be eligible to participate in the Salary Investment Option
Grant Program.

   C. Each Plan Administrator shall, within the scope of its administrative
jurisdiction under the Plan, have full authority to determine, (i) with respect
to the option grants under the Discretionary Option Grant Program, which
eligible persons are to receive such grants, the time or times when those
grants are to be made, the number of shares to be covered by each such grant,
the status of the granted option as either an Incentive Option or a Non-
Statutory Option, the time or times when each option is to become exercisable,
the vesting schedule (if any) applicable to the option shares and the maximum
term for which the option is to remain outstanding and (ii) with respect to
stock issuances under the Stock Issuance Program, which eligible persons are to
receive such issuances, the time or times when the issuances are to be made,
the number of shares to be issued to each Participant, the vesting schedule (if
any) applicable to the issued shares and the consideration for such shares.

   D. The Plan Administrator shall have the absolute discretion either to grant
options in accordance with the Discretionary Option Grant Program or to effect
stock issuances in accordance with the Stock Issuance Program.

   E. The individuals who shall be eligible to participate in the Automatic
Option Grant Program shall be limited to (i) those individuals who first become
non-employee Board members on or after the Underwriting Date, whether through
appointment by the Board or election by the Corporation's stockholders, and
(ii) those individuals who continue to serve as non-employee Board members at
one or more Annual Stockholders Meetings held after the Underwriting Date. A
non-employee Board member who has previously been in the employ of the
Corporation (or any Parent or Subsidiary) shall not be eligible to receive an
option grant under the Automatic Option Grant Program at the time he or she
first becomes a non-employee Board member, but shall be eligible to receive
periodic option grants under the Automatic Option Grant Program while he or she
continues to serve as a non-employee Board member.

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   F. All non-employee Board members shall be eligible to participate in the
Director Fee Option Grant Program.

V. STOCK SUBJECT TO THE PLAN

   A. The stock issuable under the Plan shall be shares of authorized but
unissued or reacquired Common Stock, including shares repurchased by the
Corporation on the open market. The number of shares of Common Stock initially
reserved for issuance over the term of the Plan shall not exceed Forty
Million Nine Hundred Eighty-Two Thousand Four Hundred Twenty-Eight (40,982,428)
shares. Such reserve shall consist of (i) the number of shares which remained
available for issuance, as of the Plan Effective Date, under the Predecessor
Plan as last approved by the Corporation's stockholders, including the shares
subject to outstanding options under that Predecessor Plan, (ii) plus an
additional increase of approximately Seven Million One Hundred Thirty Thousand
(7,130,000) shares approved by the Corporation's stockholders prior to the
Underwriting Date, plus (iii) an additional increase of Two Million Five
Hundred Eighty Three Thousand and One Hundred (2,583,100) shares on January 3,
2000 pursuant to the automatic share increase provisions of Section V.B of this
Article One, plus (iv) an additional increase of Ten Million (10,000,000) shares
approved by the Board in March 2000, and approved by the Corporation's
stockholders at the 2000 Special Stockholders Meeting held on April 25, 2000,
plus (v) an additional increase of Three Million Nine Hundred Ninety-Nine
Thousand Three Hundred Twenty-Eight (3,999,328) shares on January 2, 2001
pursuant to the automatic share increase provisions of Section V.B of this
Article One, plus (vi) an additional increase of Fifteen Million (15,000,000)
shares authorized by the Board on April 26, 2001, subject to stockholder
approval at the 2001 Annual Meeting.

  B. The number of shares of Common Stock available for issuance under the
Plan shall automatically increase on the first trading day of January each
calendar year during the term of the Plan, beginning with calendar year 2000,
by an amount equal to four and one-fourth percent (4.25%) of the total number
of shares of Common Stock outstanding on the last trading day in December of
the immediately preceding calendar year, but in no event shall any such annual
increase exceed Ten Million (10,000,000) shares./1/

   C. No one person participating in the Plan may receive stock options,
separately exercisable stock appreciation rights and direct stock issuances for
more than 1,000,000 shares of Common Stock in the aggregate per calendar year.

   D. Shares of Common Stock subject to outstanding options (including options
incorporated into this Plan from the Predecessor Plan) shall be available for
subsequent issuance under the Plan to the extent (i) those options expire or
terminate for any reason prior to exercise in full or (ii) the options are
cancelled in accordance with the cancellation-regrant provisions of Article Two.
Unvested shares issued under the Plan and subsequently cancelled or repurchased
by the Corporation at the original issue price paid per share, pursuant to the

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/1/For the 1999 calendar year, the annual increase was limited to Four Million
(4,000,000) shares. For the 2000 and 2001 calendar years, the annual increase
was limited to Six Million (6,000,000) shares. The increase to Ten Million
(10,000,000) shares shall be effective for the 2002 calendar year and each
subsequent calendar year, subject to stockholder approval of the April 2001
Amendment.

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Corporation's repurchase rights under the Plan shall be added back to the number
of shares of Common Stock reserved for issuance under the Plan and shall
accordingly be available for reissuance through one or more subsequent option
grants or direct stock issuances under the Plan. However, should the exercise
price of an option under the Plan be paid with shares of Common Stock or should
shares of Common Stock otherwise issuable under the Plan be withheld by the
Corporation in satisfaction of the withholding taxes incurred in connection with
the exercise of an option or the vesting of a stock issuance under the Plan,
then the number of shares of Common Stock available for issuance under the Plan
shall be reduced by the gross number of shares for which the option is exercised
or which vest under the stock issuance, and not by the net number of shares of
Common Stock issued to the holder of such option or stock issuance. Shares of
Common Stock underlying one or more stock appreciation rights exercised under
Section IV of Article Two, Section III of Article Three, Section II of Article
Five or Section III of Article Six of the Plan shall not be available for
subsequent issuance under the Plan.

   E. If any change is made to the Common Stock by reason of any stock split,
stock dividend, recapitalization, combination of shares, exchange of shares or
other change affecting the outstanding Common Stock as a class without the
Corporation's receipt of consideration, appropriate adjustments shall be made
by the Plan Administrator to (i) the maximum number and/or class of securities
issuable under the Plan, (ii) the maximum number and/or class of securities for
which any one person may be granted stock options, separately exercisable stock
appreciation rights and direct stock issuances under the Plan per calendar
year, (iii) the number and/or class of securities for which grants are
subsequently to be made under the Automatic Option Grant Program to new and
continuing non-employee Board members, (iv) the number and/or class of
securities and the exercise price per share in effect under each outstanding
option under the Plan, (v) the number and/or class of securities and exercise
price per share in effect under each outstanding option incorporated into this
Plan from the Predecessor Plan and (vi) the maximum number and/or class of
securities by which the share reserve is to increase automatically each
calendar year pursuant to the provisions of Section V.B of this Article One.
Such adjustments to the outstanding options are to be effected in a manner
which shall preclude the enlargement or dilution of rights and benefits under
such options. The adjustments determined by the Plan Administrator shall be
final, binding and conclusive.

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                                  ARTICLE TWO

                       DISCRETIONARY OPTION GRANT PROGRAM

I. OPTION TERMS

   Each option shall be evidenced by one or more documents in the form approved
by the Plan Administrator; provided, however, that each such document shall
comply with the terms specified below. Each document evidencing an Incentive
Option shall, in addition, be subject to the provisions of the Plan applicable
to such options.

   A. Exercise Price.

     1. The exercise price per share shall be fixed by the Plan Administrator
  and may be set at a price per share less than, equal to or greater than the
  Fair Market Value per share of Common Stock on the option grant date.

     2. The exercise price shall become immediately due upon exercise of the
  option and shall, subject to the provisions of Section I of Article Seven
  and the documents evidencing the option, be payable in one or more of the
  forms specified below:

       (i) cash or check made payable to the Corporation,

       (ii) shares of Common Stock held for the requisite period necessary
    to avoid a charge to the Corporation's earnings for financial reporting
    purposes and valued at Fair Market Value on the Exercise Date, or

       (iii) to the extent the option is exercised for vested shares,
    through a special sale and remittance procedure pursuant to which the
    Optionee shall concurrently provide irrevocable instructions to (a) a
    Corporation-designated brokerage firm to effect the immediate sale of
    the purchased shares and remit to the Corporation, out of the sale
    proceeds available on the settlement date, sufficient funds to cover
    the aggregate exercise price payable for the purchased shares plus all
    applicable Federal, state and local income and employment taxes
    required to be withheld by the Corporation by reason of such exercise
    and (b) the Corporation to deliver the certificates for the purchased
    shares directly to such brokerage firm in order to complete the sale.

   Except to the extent such sale and remittance procedure is utilized, payment
of the exercise price for the purchased shares must be made on the Exercise
Date.

   B. Exercise and Term of Options. Each option shall be exercisable at such
time or times, during such period and for such number of shares as shall be
determined by the Plan Administrator and set forth in the documents evidencing
the option. However, no option shall have a term in excess of ten (10) years
measured from the option grant date.

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   C. Effect of Termination of Service.

     1. The following provisions shall govern the exercise of any options
  held by the Optionee at the time of cessation of Service or death:

       (i) Any option outstanding at the time of the Optionee's cessation
    of Service for any reason shall remain exercisable for such period of
    time thereafter as shall be determined by the Plan Administrator and
    set forth in the documents evidencing the option, but no such option
    shall be exercisable after the expiration of the option term.

       (ii) Any option held by the Optionee at the time of death and
    exercisable in whole or in part at that time may be subsequently
    exercised by the personal representative of the Optionee's estate or by
    the person or persons to whom the option is transferred pursuant to the
    Optionee's will or the laws of inheritance or by the Optionee's
    designated beneficiary or beneficiaries of that option.

       (iii) Should the Optionee's Service be terminated for Misconduct or
    should the Optionee otherwise engage in Misconduct while holding one or
    more outstanding options under this Article Two, then all those options
    shall terminate immediately and cease to be outstanding.

       (iv) During the applicable post-Service exercise period, the option
    may not be exercised in the aggregate for more than the number of
    vested shares for which the option is exercisable on the date of the
    Optionee's cessation of Service. Upon the expiration of the applicable
    exercise period or (if earlier) upon the expiration of the option term,
    the option shall terminate and cease to be outstanding for any vested
    shares for which the option has not been exercised. However, the option
    shall, immediately upon the Optionee's cessation of Service, terminate
    and cease to be outstanding to the extent the option is not otherwise
    at that time exercisable for vested shares.

     2. The Plan Administrator shall have complete discretion, exercisable
  either at the time an option is granted or at any time while the option
  remains outstanding, to:

       (i) extend the period of time for which the option is to remain
    exercisable following the Optionee's cessation of Service from the
    limited exercise period otherwise in effect for that option to such
    greater period of time as the Plan Administrator shall deem
    appropriate, but in no event beyond the expiration of the option term,
    and/or

       (ii) permit the option to be exercised, during the applicable post-
    Service exercise period, not only with respect to the number of vested
    shares of Common Stock for which such option is exercisable at the time
    of the Optionee's cessation of Service but also with respect to one or
    more additional installments in which the Optionee would have vested
    had the Optionee continued in Service.

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   D. Stockholder Rights. The holder of an option shall have no stockholder
rights with respect to the shares subject to the option until such person shall
have exercised the option, paid the exercise price and become a holder of
record of the purchased shares.

   E. Repurchase Rights. The Plan Administrator shall have the discretion to
grant options which are exercisable for unvested shares of Common Stock. Should
the Optionee cease Service while holding such unvested shares, the Corporation
shall have the right to repurchase, at the exercise price paid per share, any
or all of those unvested shares. The terms upon which such repurchase right
shall be exercisable (including the period and procedure for exercise and the
appropriate vesting schedule for the purchased shares) shall be established by
the Plan Administrator and set forth in the document evidencing such repurchase
right.

   F. Limited Transferability of Options. During the lifetime of the Optionee,
Incentive Options shall be exercisable only by the Optionee and shall not be
assignable or transferable other than by will or the laws of inheritance
following the Optionee's death. However, a Non-Statutory Option may be assigned
in whole or in part during the Optionee's lifetime to one or more members of
the Optionee's family or to a trust established exclusively for one or more
such family members or to Optionee's former spouse, to the extent such
assignment is in connection with the Optionee's estate plan or pursuant to a
domestic relations order. The assigned portion may only be exercised by the
person or persons who acquire a proprietary interest in the option pursuant to
the assignment. The terms applicable to the assigned portion shall be the same
as those in effect for the option immediately prior to such assignment and
shall be set forth in such documents issued to the assignee as the Plan
Administrator may deem appropriate. Notwithstanding the foregoing, the Optionee
may also designate one or more persons as the beneficiary or beneficiaries of
his or her outstanding options under this Article Two, and those options shall,
in accordance with such designation, automatically be transferred to such
beneficiary or beneficiaries upon the Optionee's death while holding those
options. Such beneficiary or beneficiaries shall take the transferred options
subject to all the terms and conditions of the applicable agreement evidencing
each such transferred option, including (without limitation) the limited time
period during which the option may be exercised following the Optionee's death.

II. INCENTIVE OPTIONS

   The terms specified below shall be applicable to all Incentive Options.
Except as modified by the provisions of this Section II, all the provisions of
Articles One, Two and Seven shall be applicable to Incentive Options. Options
which are specifically designated as Non-Statutory Options when issued under
the Plan shall not be subject to the terms of this Section II.

   A. Eligibility. Incentive Options may only be granted to Employees.

   B. Exercise Price. The exercise price per share for each Incentive Option
shall not be less than one hundred percent (100%) of the Fair Market Value per
share of Common Stock on the grant date of that Incentive Option.

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   C. Dollar Limitation. The aggregate Fair Market Value of the shares of
Common Stock (determined as of the respective date or dates of grant) for which
one or more options granted to any Employee under the Plan (or any other option
plan of the Corporation or any Parent or Subsidiary) may for the first time
become exercisable as Incentive Options during any one calendar year shall not
exceed the sum of One Hundred Thousand Dollars ($100,000). To the extent the
Employee holds two (2) or more such options which become exercisable for the
first time in the same calendar year, the foregoing limitation on the
exercisability of such options as Incentive Options shall be applied on the
basis of the order in which such options are granted.

   D. 10% Stockholder. If any Employee to whom an Incentive Option is granted
is a 10% Stockholder, then the exercise price per share shall not be less than
one hundred ten percent (110%) of the Fair Market Value per share of Common
Stock on the option grant date, and the option term shall not exceed five (5)
years measured from the option grant date.

III. CORPORATE TRANSACTION/CHANGE IN CONTROL

   A. In the event of any Corporate Transaction, each outstanding option shall
automatically accelerate so that each such option shall, immediately prior to
the effective date of the Corporate Transaction, become exercisable for all the
shares of Common Stock at the time subject to such option and may be exercised
for any or all of those shares as fully vested shares of Common Stock. However,
an outstanding option shall not become exercisable on such an accelerated basis
if and to the extent: (i) such option is, in connection with the Corporate
Transaction, to be assumed by the successor corporation (or parent thereof) or
(ii) such option is to be replaced with a cash incentive program of the
successor corporation which preserves the spread existing at the time of the
Corporate Transaction on any shares for which the option is not otherwise at
that time exercisable and provides for subsequent payout in accordance with the
same exercise/vesting schedule applicable to those option shares or (iii) the
acceleration of such option is subject to other limitations imposed by the Plan
Administrator at the time of the option grant.

   B. All outstanding repurchase rights shall automatically terminate, and the
shares of Common Stock subject to those terminated rights shall immediately
vest in full, in the event of any Corporate Transaction, except to the extent:
(i) those repurchase rights are to be assigned to the successor corporation (or
parent thereof) in connection with such Corporate Transaction or (ii) such
accelerated vesting is precluded by other limitations imposed by the Plan
Administrator at the time the repurchase right is issued.

   C. Immediately following the consummation of the Corporate Transaction, all
outstanding options shall terminate and cease to be outstanding, except to the
extent assumed by the successor corporation (or parent thereof).

   D. Each option which is assumed in connection with a Corporate Transaction
shall be appropriately adjusted, immediately after such Corporate Transaction,
to apply to the number and class of securities which would have been issuable to
the Optionee in consummation of such Corporate Transaction had the option been
exercised immediately prior to such Corporate Transaction. Appropriate
adjustments to reflect such Corporate Transaction shall also

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be made to (i) the exercise price payable per share under each outstanding
option, provided the aggregate exercise price payable for such securities shall
remain the same, (ii) the maximum number and/or class of securities available
for issuance over the remaining term of the Plan and (iii) the maximum number
and/or class of securities for which any one person may be granted stock
options, separately exercisable stock appreciation rights and direct stock
issuances under the Plan per calendar year and (iv) the maximum number and/or
class of securities by which the share reserve is to increase automatically each
calendar year. To the extent the actual holders of the Corporation's outstanding
Common Stock receive cash consideration for their Common Stock in consummation
of the Corporate Transaction, the successor corporation may, in connection with
the assumption of the outstanding options under this Plan, substitute one or
more shares of its own common stock with a fair market value equivalent to the
cash consideration paid per share of Common Stock in such Corporate Transaction.

   E. The Plan Administrator shall have the discretionary authority to
structure one or more outstanding options under the Discretionary Option Grant
Program so that those options shall, immediately prior to the effective date of
such Corporate Transaction, become exercisable for all the shares of Common
Stock at the time subject to those options and may be exercised for any or all
of those shares as fully vested shares of Common Stock, whether or not those
options are to be assumed in the Corporate Transaction. In addition, the Plan
Administrator shall have the discretionary authority to structure one or more
of the Corporation's repurchase rights under the Discretionary Option Grant
Program so that those rights shall not be assignable in connection with such
Corporate Transaction and shall accordingly terminate upon the consummation of
such Corporate Transaction, and the shares subject to those terminated rights
shall thereupon vest in full.

   F. The Plan Administrator shall have full power and authority to structure
one or more outstanding options under the Discretionary Option Grant Program so
that those options shall become exercisable for all the shares of Common Stock
at the time subject to those options in the event the Optionee's Service is
subsequently terminated by reason of an Involuntary Termination within a
designated period (not to exceed eighteen (18) months) following the effective
date of any Corporate Transaction in which those options are assumed and do not
otherwise accelerate. In addition, the Plan Administrator may structure one or
more of the Corporation's repurchase rights so that those rights shall
immediately terminate with respect to any shares held by the Optionee at the
time of his or her Involuntary Termination, and the shares subject to those
terminated repurchase rights shall accordingly vest in full at that time.

   G. The Plan Administrator shall have the discretionary authority to
structure one or more outstanding options under the Discretionary Option Grant
Program so that those options shall, immediately prior to the effective date of
a Change in Control, become exercisable for all the shares of Common Stock at
the time subject to those options and may be exercised for any or all of those
shares as fully vested shares of Common Stock. In addition, the Plan
Administrator shall have the discretionary authority to structure one or more
of the Corporation's repurchase rights under the Discretionary Option Grant
Program so that those rights shall terminate automatically upon the
consummation of such Change in Control, and the shares subject to those
terminated rights shall thereupon vest in full. Alternatively, the Plan

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Administrator may condition the automatic acceleration of one or more
outstanding options under the Discretionary Option Grant Program and the
termination of one or more of the Corporation's outstanding repurchase rights
under such program upon the subsequent termination of the Optionee's Service by
reason of an Involuntary Termination within a designated period (not to exceed
eighteen (18) months) following the effective date of such Change in Control.

   H. The portion of any Incentive Option accelerated in connection with a
Corporate Transaction or Change in Control shall remain exercisable as an
Incentive Option only to the extent the applicable One Hundred Thousand Dollar
($100,000) limitation is not exceeded. To the extent such dollar limitation is
exceeded, the accelerated portion of such option shall be exercisable as a
Nonstatutory Option under the Federal tax laws.

   I. The outstanding options shall in no way affect the right of the
Corporation to adjust, reclassify, reorganize or otherwise change its capital
or business structure or to merge, consolidate, dissolve, liquidate or sell or
transfer all or any part of its business or assets.

IV. CANCELLATION AND REGRANT OF OPTIONS

   The Plan Administrator shall have the authority to effect, at any time and
from time to time, with the consent of the affected option holders, the
cancellation of any or all outstanding options under the Discretionary Option
Grant Program (including outstanding options incorporated from the Predecessor
Plan) and to grant in substitution new options covering the same or a different
number of shares of Common Stock but with an exercise price per share based on
the Fair Market Value per share of Common Stock on the new grant date.

V. STOCK APPRECIATION RIGHTS

   A. The Plan Administrator shall have full power and authority to grant to
selected Optionees tandem stock appreciation rights and/or limited stock
appreciation rights.

   B. The following terms shall govern the grant and exercise of tandem stock
appreciation rights:

       (i) One or more Optionees may be granted the right, exercisable upon
    such terms as the Plan Administrator may establish, to elect between
    the exercise of the underlying option for shares of Common Stock and
    the surrender of that option in exchange for a distribution from the
    Corporation in an amount equal to the excess of (a) the Fair Market
    Value (on the option surrender date) of the number of shares in which
    the Optionee is at the time vested under the surrendered option (or
    surrendered portion thereof) over (b) the aggregate exercise price
    payable for such shares.

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       (ii) No such option surrender shall be effective unless it is
    approved by the Plan Administrator, either at the time of the actual
    option surrender or at any earlier time. If the surrender is so
    approved, then the distribution to which the Optionee shall be entitled
    may be made in shares of Common Stock valued at Fair Market Value on
    the option surrender date, in cash, or partly in shares and partly in
    cash, as the Plan Administrator shall in its sole discretion deem
    appropriate.

       (iii) If the surrender of an option is not approved by the Plan
    Administrator, then the Optionee shall retain whatever rights the
    Optionee had under the surrendered option (or surrendered portion
    thereof) on the option surrender date and may exercise such rights at
    any time prior to the later of (a) five (5) business days after the
    receipt of the rejection notice or (b) the last day on which the option
    is otherwise exercisable in accordance with the terms of the documents
    evidencing such option, but in no event may such rights be exercised
    more than ten (10) years after the option grant date.

   C. The following terms shall govern the grant and exercise of limited stock
appreciation rights:

       (i) One or more Section 16 Insiders may be granted limited stock
    appreciation rights with respect to their outstanding options.

       (ii) Upon the occurrence of a Hostile Take-Over, each individual
    holding one or more options with such a limited stock appreciation
    right shall have the unconditional right (exercisable for a thirty
    (30)-day period following such Hostile Take-Over) to surrender each
    such option to the Corporation. In return for the surrendered option,
    the Optionee shall receive a cash distribution from the Corporation in
    an amount equal to the excess of (A) the Take-Over Price of the shares
    of Common Stock at the time subject to such option (whether or not the
    Optionee is otherwise vested in those shares) over (B) the aggregate
    exercise price payable for those shares. Such cash distribution shall
    be paid within five (5) days following the option surrender date.

       (iii) At the time such limited stock appreciation right is granted,
    the Plan Administrator shall pre-approve any subsequent exercise of
    that right in accordance with the terms of this Paragraph C.
    Accordingly, no further approval of the Plan Administrator or the Board
    shall be required at the time of the actual option surrender and cash
    distribution.

                                      12
<PAGE>

                                 ARTICLE THREE

                     SALARY INVESTMENT OPTION GRANT PROGRAM

I. OPTION GRANTS

   The Primary Committee shall have the sole and exclusive authority to
determine the calendar year or years (if any) for which the Salary Investment
Option Grant Program is to be in effect and to select the Section 16 Insiders
and other highly compensated Employees eligible to participate in the Salary
Investment Option Grant Program for such calendar year or years. Each selected
individual who elects to participate in the Salary Investment Option Grant
Program must, prior to the start of each calendar year of participation, file
with the Plan Administrator (or its designate) an irrevocable authorization
directing the Corporation to reduce his or her base salary for that calendar
year by an amount not less than Ten Thousand Dollars ($10,000.00) nor more than
Fifty Thousand Dollars ($50,000.00). Each individual who files such a timely
authorization shall automatically be granted an option under the Salary
Investment Grant Program on the first trading day in January of the calendar
year for which the salary reduction is to be in effect.

II. OPTION TERMS

   Each option shall be a Non-Statutory Option evidenced by one or more
documents in the form approved by the Plan Administrator; provided, however,
that each such document shall comply with the terms specified below.

   A. Exercise Price.

     1. The exercise price per share shall be thirty-three and one-third
  percent (33-1/3%) of the Fair Market Value per share of Common Stock on the
  option grant date.

     2. The exercise price shall become immediately due upon exercise of the
  option and shall be payable in one or more of the alternative forms
  authorized under the Discretionary Option Grant Program. Except to the
  extent the sale and remittance procedure specified thereunder is utilized,
  payment of the exercise price for the purchased shares must be made on the
  Exercise Date.

   B. Number of Option Shares. The number of shares of Common Stock subject to
the option shall be determined pursuant to the following formula (rounded down
to the nearest whole number):

       X = A / (B x 66-2/3%), where

       X is the number of option shares,

                                      13
<PAGE>

       A is the dollar amount of the reduction in the Optionee's base
    salary for the calendar year to be in effect pursuant to this program,
    and

       B is the Fair Market Value per share of Common Stock on the option
    grant date.

   C. Exercise and Term of Options. The option shall become exercisable in a
series of twelve (12) successive equal monthly installments upon the Optionee's
completion of each calendar month of Service in the calendar year for which the
salary reduction is in effect. Each option shall have a maximum term of ten
(10) years measured from the option grant date.

   D. Effect of Termination of Service. Should the Optionee cease Service for
any reason while holding one or more options under this Article Three, then
each such option shall remain exercisable, for any or all of the shares for
which the option is exercisable at the time of such cessation of Service, until
the earlier of (i) the expiration of the ten (10)-year option term or (ii) the
expiration of the three (3)-year period measured from the date of such
cessation of Service. Should the Optionee die while holding one or more options
under this Article Three, then each such option may be exercised, for any or
all of the shares for which the option is exercisable at the time of the
Optionee's cessation of Service (less any shares subsequently purchased by
Optionee prior to death), by the personal representative of the Optionee's
estate or by the person or persons to whom the option is transferred pursuant
to the Optionee's will or the laws of inheritance or by the designated
beneficiary or beneficiaries of the option. Such right of exercise shall lapse,
and the option shall terminate, upon the earlier of (i) the expiration of the
ten (10)-year option term or (ii) the three (3)-year period measured from the
date of the Optionee's cessation of Service. However, the option shall,
immediately upon the Optionee's cessation of Service for any reason, terminate
and cease to remain outstanding with respect to any and all shares of Common
Stock for which the option is not otherwise at that time exercisable.

III. CORPORATE TRANSACTION/ CHANGE IN CONTROL/ HOSTILE TAKE-OVER

   A. In the event of any Corporate Transaction while the Optionee remains in
Service, each outstanding option held by such Optionee under this Salary
Investment Option Grant Program shall automatically accelerate so that each
such option shall, immediately prior to the effective date of the Corporate
Transaction, become exercisable for all the shares of Common Stock at the time
subject to such option and may be exercised for any or all of those shares as
fully-vested shares of Common Stock. Each such outstanding option shall
terminate immediately following the Corporate Transaction, except to the extent
assumed by the successor corporation (or parent thereof) in such Corporate
Transaction. Any option so assumed and shall remain exercisable for the fully-
vested shares until the earlier of (i) the expiration of the ten (10)-year
option term or (ii) the expiration of the three (3)-year period measured from
the date of the Optionee's cessation of Service.

   B. In the event of a Change in Control while the Optionee remains in
Service, each outstanding option held by such Optionee under this Salary
Investment Option Grant Program shall automatically accelerate so that each
such option shall, immediately prior to the effective date of the Change in
Control, become exercisable for all the shares of Common Stock

                                      14
<PAGE>

at the time subject to such option and may be exercised for any or all of those
shares as fully-vested shares of Common Stock. The option shall remain so
exercisable until the earliest to occur of (i) the expiration of the ten (10)-
year option term, (ii) the expiration of the three (3)-year period measured from
the date of the Optionee's cessation of Service, (iii) the termination of the
option in connection with a Corporate Transaction or (iv) the surrender of the
option in connection with a Hostile Take-Over.

   C. Upon the occurrence of a Hostile Take-Over, the Optionee shall have a
thirty (30)-day period in which to surrender to the Corporation each
outstanding option granted him or her under the Salary Investment Option Grant
Program. The Optionee shall in return be entitled to a cash distribution from
the Corporation in an amount equal to the excess of (i) the Take-Over Price of
the shares of Common Stock at the time subject to the surrendered option
(whether or not the option is otherwise at the time exercisable for those
shares) over (ii) the aggregate exercise price payable for such shares. Such
cash distribution shall be paid within five (5) days following the surrender of
the option to the Corporation. The Primary Committee shall, at the time the
option with such limited stock appreciation right is granted under the Salary
Investment Option Grant Program, pre-approve any subsequent exercise of that
right in accordance with the terms of this Paragraph C. Accordingly, no further
approval of the Primary Committee or the Board shall be required at the time of
the actual option surrender and cash distribution.

   D. Each option which is assumed in connection with a Corporate Transaction
shall be appropriately adjusted, immediately after such Corporate Transaction,
to apply to the number and class of securities which would have been issuable
to the Optionee in consummation of such Corporate Transaction had the option
been exercised immediately prior to such Corporate Transaction. Appropriate
adjustments shall also be made to the exercise price payable per share under
each outstanding option, provided the aggregate exercise price payable for such
securities shall remain the same. To the extent the actual holders of the
Corporation's outstanding Common Stock receive cash consideration for their
Common Stock in consummation of the Corporate Transaction, the successor
corporation may, in connection with the assumption of the outstanding options
under this Plan, substitute one or more shares of its own common stock with a
fair market value equivalent to the cash consideration paid per share of Common
Stock in such Corporate Transaction.

   E. The grant of options under the Salary Investment Option Grant Program
shall in no way affect the right of the Corporation to adjust, reclassify,
reorganize or otherwise change its capital or business structure or to merge,
consolidate, dissolve, liquidate or sell or transfer all or any part of its
business or assets.

IV. REMAINING TERMS

   The remaining terms of each option granted under the Salary Investment
Option Grant Program shall be the same as the terms in effect for option grants
made under the Discretionary Option Grant Program.

                                      15
<PAGE>

                                  ARTICLE FOUR

                             STOCK ISSUANCE PROGRAM

I. STOCK ISSUANCE TERMS

   Shares of Common Stock may be issued under the Stock Issuance Program
through direct and immediate issuances without any intervening option grants.
Each such stock issuance shall be evidenced by a Stock Issuance Agreement which
complies with the terms specified below. Shares of Common Stock may also be
issued under the Stock Issuance Program pursuant to share right awards which
entitle the recipients to receive those shares upon the attainment of
designated performance goals.

   A. Purchase Price.

       1. The purchase price per share shall be fixed by the Plan Administrator
and may be less than, equal to or greater than the Fair Market Value per share
of Common Stock on the issuance date.

       2. Subject to the provisions of Section I of Article Seven, shares of
Common Stock may be issued under the Stock Issuance Program for any of the
following items of consideration which the Plan Administrator may deem
appropriate in each individual instance:

       (i) cash or check made payable to the Corporation, or

       (ii) past services rendered to the Corporation (or any Parent or
    Subsidiary).

   B. Vesting Provisions.

       1. Shares of Common Stock issued under the Stock Issuance Program may,
in the discretion of the Plan Administrator, be fully and immediately vested
upon issuance or may vest in one or more installments over the Participant's
period of Service or upon attainment of specified performance objectives. The
elements of the vesting schedule applicable to any unvested shares of Common
Stock issued under the Stock Issuance Program shall be determined by the Plan
Administrator and incorporated into the Stock Issuance Agreement. Shares of
Common Stock may also be issued under the Stock Issuance Program pursuant to
share right awards which entitle the recipients to receive those shares upon
the attainment of designated performance goals.

       2. Any new, substituted or additional securities or other property
(including money paid other than as a regular cash dividend) which the
Participant may have the right to receive with respect to the Participant's
unvested shares of Common Stock by reason of any stock dividend, stock split,
recapitalization, combination of shares, exchange of shares or

                                      16
<PAGE>

other change affecting the outstanding Common Stock as a class without the
Corporation's receipt of consideration shall be issued subject to (i) the same
vesting requirements applicable to the Participant's unvested shares of Common
Stock and (ii) such escrow arrangements as the Plan Administrator shall deem
appropriate.

       3. The Participant shall have full stockholder rights with respect to
any shares of Common Stock issued to the Participant under the Stock Issuance
Program, whether or not the Participant's interest in those shares is vested.
Accordingly, the Participant shall have the right to vote such shares and to
receive any regular cash dividends paid on such shares.

       4. Should the Participant cease to remain in Service while holding one
or more unvested shares of Common Stock issued under the Stock Issuance Program
or should the performance objectives not be attained with respect to one or
more such unvested shares of Common Stock, then those shares shall be
immediately surrendered to the Corporation for cancellation, and the
Participant shall have no further stockholder rights with respect to those
shares. To the extent the surrendered shares were previously issued to the
Participant for consideration paid in cash or cash equivalent (including the
Participant's purchase-money indebtedness), the Corporation shall repay to the
Participant the cash consideration paid for the surrendered shares and shall
cancel the unpaid principal balance of any outstanding purchase-money note of
the Participant attributable to the surrendered shares.

       5. The Plan Administrator may in its discretion waive the surrender and
cancellation of one or more unvested shares of Common Stock which would
otherwise occur upon the cessation of the Participant's Service or the non-
attainment of the performance objectives applicable to those shares. Such
waiver shall result in the immediate vesting of the Participant's interest in
the shares of Common Stock as to which the waiver applies. Such waiver may be
effected at any time, whether before or after the Participant's cessation of
Service or the attainment or non-attainment of the applicable performance
objectives.

       6. Outstanding share right awards under the Stock Issuance Program shall
automatically terminate, and no shares of Common Stock shall actually be issued
in satisfaction of those awards, if the performance goals established for such
awards are not attained. The Plan Administrator, however, shall have the
discretionary authority to issue shares of Common Stock under one or more
outstanding share right awards as to which the designated performance goals
have not been attained.

II. CORPORATE TRANSACTION/CHANGE IN CONTROL

   A. All of the Corporation's outstanding repurchase rights under the Stock
Issuance Program shall terminate automatically, and all the shares of Common
Stock subject to those terminated rights shall immediately vest in full, in the
event of any Corporate Transaction, except to the extent (i) those repurchase
rights are to be assigned to the successor corporation (or parent thereof) in
connection with such Corporate Transaction or (ii) such accelerated vesting is
precluded by other limitations imposed in the Stock Issuance Agreement.

   B. The Plan Administrator shall have the discretionary authority to
structure one or more of the Corporation's repurchase rights under the Stock
Issuance Program so that

                                      17
<PAGE>

those rights shall automatically terminate in whole or in part, and the shares
of Common Stock subject to those terminated rights shall immediately vest, in
the event the Participant's Service should subsequently terminate by reason of
an Involuntary Termination within a designated period (not to exceed eighteen
(18) months) following the effective date of any Corporate Transaction in which
those repurchase rights are assigned to the successor corporation (or parent
thereof).

   C. The Plan Administrator shall also have the discretionary authority to
structure one or more of the Corporation's repurchase rights under the Stock
Issuance Program so that those rights shall automatically terminate in whole or
in part, and the shares of Common Stock subject to those terminated rights
shall immediately vest, in the event the Participant's Service should
subsequently terminate by reason of an Involuntary Termination within a
designated period (not to exceed eighteen (18) months) following the effective
date of any Change in Control.

III. SHARE ESCROW/LEGENDS

   Unvested shares may, in the Plan Administrator's discretion, be held in
escrow by the Corporation until the Participant's interest in such shares vests
or may be issued directly to the Participant with restrictive legends on the
certificates evidencing those unvested shares.

                                      18
<PAGE>

                                 ARTICLE FIVE

                        AUTOMATIC OPTION GRANT PROGRAM

I. OPTION TERMS

   A. Grant Dates. Option grants shall be made on the dates specified below:

      1. Each individual who is first elected or appointed as a non-employee
Board member at any time on or after the Underwriting Date shall automatically
be granted, on the date of such initial election or appointment, a Non-
Statutory Option to purchase 40,000 shares of Common Stock, provided that
individual has not previously been in the employ of the Corporation or any
Parent or Subsidiary.

      2. On the date of each Annual Stockholders Meeting held after the
Underwriting Date, each individual who is to continue to serve as an Eligible
Director, whether or not that individual is standing for re-election to the
Board at that particular Annual Meeting, shall automatically be granted a Non-
Statutory Option to purchase 10,000 shares of Common Stock, provided such
individual has served as a non-employee Board member for at least six (6)
months. There shall be no limit on the number of such 10,000-share option
grants any one Eligible Director may receive over his or her period of Board
service, and non-employee Board members who have previously been in the employ
of the Corporation (or any Parent or Subsidiary) or who have otherwise
received one or more stock option grants from the Corporation prior to the
Underwriting Date shall be eligible to receive one or more such annual option
grants over their period of continued Board service.

   B. Exercise Price.

      1. The exercise price per share shall be equal to one hundred percent
(100%) of the Fair Market Value per share of Common Stock on the option grant
date.

      2. The exercise price shall be payable in one or more of the alternative
forms authorized under the Discretionary Option Grant Program. Except to the
extent the sale and remittance procedure specified thereunder is utilized,
payment of the exercise price for the purchased shares must be made on the
Exercise Date.

   C. Option Term. Each option shall have a term of ten (10) years measured
from the option grant date.

   D. Exercise and Vesting of Options. Each option shall be immediately
exercisable for any or all of the option shares. However, any unvested shares
purchased under the option shall be subject to repurchase by the Corporation,
at the exercise price paid per share, upon the Optionee's cessation of Board
service prior to vesting in those shares. The shares subject to each initial
40,000-share grant shall vest, and the Corporation's repurchase right shall

                                      19
<PAGE>

lapse, in a series of eight (8) successive equal semi-annual installments upon
the Optionee's completion of each six (6)-month period of service as a Board
member over the forty eight (48)-month period measured from the option grant
date. The shares subject to each annual 10,000-share option grant shall be
fully vested as of the grant date.

   E. Limited Transferability of Options. Each option under this Article Five
may be assigned in whole or in part during the Optionee's lifetime to one or
more members of the Optionee's family or to a trust established exclusively for
one or more such family members or to Optionee's former spouse, to the extent
such assignment is in connection with the Optionee's estate plan or pursuant to
domestic relations order. The assigned portion may only be exercised by the
person or persons who acquire a proprietary interest in the option pursuant to
the assignment. The terms applicable to the assigned portion shall be the same
as those in effect for the option immediately prior to such assignment and shall
be set forth in such documents issued to the assignee as the Plan Administrator
may deem appropriate. The Optionee may also designate one or more persons as the
beneficiary or beneficiaries of his or her outstanding options under this
Article Five, and those options shall, in accordance with such designation,
automatically be transferred to such beneficiary or beneficiaries upon the
Optionee's death while holding those options. Such beneficiary or beneficiaries
shall take the transferred options subject to all the terms and conditions of
the applicable agreement evidencing each such transferred option, including
(without limitation) the limited time period during which the option may be
exercised following the Optionee's death.

   F. Termination of Board Service. The following provisions shall govern the
exercise of any options held by the Optionee at the time the Optionee ceases to
serve as a Board member:

       (i) The Optionee (or, in the event of Optionee's death, the personal
    representative of the Optionee's estate or the person or persons to
    whom the option is transferred pursuant to the Optionee's will or the
    laws of inheritance or the designated beneficiary or beneficiaries of
    such option) shall have a twelve (12)-month period following the date
    of such cessation of Board service in which to exercise each such
    option.

       (ii) During the twelve (12)-month exercise period, the option may
    not be exercised in the aggregate for more than the number of vested
    shares of Common Stock for which the option is exercisable at the time
    of the Optionee's cessation of Board service.

       (iii) Should the Optionee cease to serve as a Board member by reason
    of death or Permanent Disability, then all shares at the time subject
    to the option shall immediately vest so that such option may, during
    the twelve (12)-month exercise period following such cessation of Board
    service, be exercised for all or any portion of those shares as fully-
    vested shares of Common Stock.

                                      20
<PAGE>

       (iv) In no event shall the option remain exercisable after the
    expiration of the option term. Upon the expiration of the twelve (12)-
    month exercise period or (if earlier) upon the expiration of the option
    term, the option shall terminate and cease to be outstanding for any
    vested shares for which the option has not been exercised. However, the
    option shall, immediately upon the Optionee's cessation of Board
    service for any reason other than death or Permanent Disability,
    terminate and cease to be outstanding to the extent the option is not
    otherwise at that time exercisable for vested shares.

II. CORPORATE TRANSACTION/ CHANGE IN CONTROL/ HOSTILE TAKE-OVER

   A. In the event of a Corporate Transaction while the Optionee remains a
Board member, the shares of Common Stock at the time subject to each
outstanding option held by such Optionee under this Automatic Option Grant
Program but not otherwise vested shall automatically vest in full so that each
such option shall, immediately prior to the effective date of the Corporate
Transaction, become exercisable for all the option shares as fully-vested
shares of Common Stock and may be exercised for any or all of those vested
shares. Immediately following the consummation of the Corporate Transaction,
each automatic option grant shall terminate and cease to be outstanding, except
to the extent assumed by the successor corporation (or parent thereof).

   B. In the event of a Change in Control while the Optionee remains a Board
member, the shares of Common Stock at the time subject to each outstanding
option held by such Optionee under this Automatic Option Grant Program but not
otherwise vested shall automatically vest in full so that each such option
shall, immediately prior to the effective date of the Change in Control, become
exercisable for all the option shares as fully-vested shares of Common Stock
and may be exercised for any or all of those vested shares. Each such option
shall remain exercisable for such fully-vested option shares until the
expiration or sooner termination of the option term or the surrender of the
option in connection with a Hostile Take-Over.

   C. All outstanding repurchase rights shall automatically terminate, and the
shares of Common Stock subject to those terminated rights shall immediately
vest in full, in the event of any Corporate Transaction or Change in Control.

   D. Upon the occurrence of a Hostile Take-Over, the Optionee shall have a
thirty (30)-day period in which to surrender to the Corporation each of his or
her outstanding automatic option grants. The Optionee shall in return be
entitled to a cash distribution from the Corporation in an amount equal to the
excess of (i) the Take-Over Price of the shares of Common Stock at the time
subject to each surrendered option (whether or not the Optionee is otherwise at
the time vested in those shares) over (ii) the aggregate exercise price payable
for such shares. Such cash distribution shall be paid within five (5) days
following the surrender of the option to the Corporation. No approval or
consent of the Board or any Plan Administrator shall be required at the time of
the actual option surrender and cash distribution.

                                      21
<PAGE>

   E. Each option which is assumed in connection with a Corporate Transaction
shall be appropriately adjusted, immediately after such Corporate Transaction,
to apply to the number and class of securities which would have been issuable
to the Optionee in consummation of such Corporate Transaction had the option
been exercised immediately prior to such Corporate Transaction. Appropriate
adjustments shall also be made to the exercise price payable per share under
each outstanding option, provided the aggregate exercise price payable for such
securities shall remain the same. To the extent the actual holders of the
Corporation's outstanding Common Stock receive cash consideration for their
Common Stock in consummation of the Corporate Transaction, the successor
corporation may, in connection with the assumption of the outstanding options
under this Plan, substitute one or more shares of its own common stock with a
fair market value equivalent to the cash consideration paid per share of Common
Stock in such Corporate Transaction.

   F. The grant of options under the Automatic Option Grant Program shall in no
way affect the right of the Corporation to adjust, reclassify, reorganize or
otherwise change its capital or business structure or to merge, consolidate,
dissolve, liquidate or sell or transfer all or any part of its business or
assets.

III. REMAINING TERMS

   The remaining terms of each option granted under the Automatic Option Grant
Program shall be the same as the terms in effect for option grants made under
the Discretionary Option Grant Program.

                                      22
<PAGE>

                                  ARTICLE SIX

                       DIRECTOR FEE OPTION GRANT PROGRAM

I. OPTION GRANTS

   The Primary Committee shall have the sole and exclusive authority to
determine the calendar year or years for which the Director Fee Option Grant
Program is to be in effect. For each such calendar year the program is in
effect, each non-employee Board member may irrevocably elect to apply all or
any portion of the annual retainer fee otherwise payable in cash for his or her
service on the Board for that year to the acquisition of a special option grant
under this Director Fee Option Grant Program. Such election must be filed with
the Corporation's Chief Financial Officer prior to the first day of the
calendar year for which the annual retainer fee which is the subject of that
election is otherwise payable. Each non-employee Board member who files such a
timely election shall automatically be granted an option under this Director
Fee Option Grant Program on the first trading day in January in the calendar
year for which the annual retainer fee which is the subject of that election
would otherwise be payable in cash.

II. OPTION TERMS

   Each option shall be a Non-Statutory Option governed by the terms and
conditions specified below.

   A. Exercise Price.

       1. The exercise price per share shall be thirty-three and one-third
percent (33-1/3%) of the Fair Market Value per share of Common Stock on the
option grant date.

       2. The exercise price shall become immediately due upon exercise of the
option and shall be payable in one or more of the alternative forms authorized
under the Discretionary Option Grant Program. Except to the extent the sale and
remittance procedure specified thereunder is utilized, payment of the exercise
price for the purchased shares must be made on the Exercise Date.

   B. Number of Option Shares. The number of shares of Common Stock subject to
the option shall be determined pursuant to the following formula (rounded down
to the nearest whole number):

       X = A / (B x 66-2/3%), where

       X is the number of option shares,

       A is the portion of the annual retainer fee subject to the non-
    employee Board member's election, and

                                      23
<PAGE>

       B is the Fair Market Value per share of Common Stock on the option
    grant date.

   C. Exercise and Term of Options. The option shall become exercisable in a
series of twelve (12) equal monthly installments upon the Optionee's completion
of each calendar month of Board service during the calendar year for which the
retainer fee election is in effect. Each option shall have a maximum term of
ten (10) years measured from the option grant date.

   D. Limited Transferability of Options. Each option under this Article Six
may be assigned in whole or in part during the Optionee's lifetime to one or
more members of the Optionee's family or to a trust established exclusively for
one or more such family members or to Optionee's former spouse, to the extent
such assignment is in connection with Optionee's estate plan or pursuant to a
domestic relations order. The assigned portion may only be exercised by the
person or persons who acquire a proprietary interest in the option pursuant to
the assignment. The terms applicable to the assigned portion shall be the same
as those in effect for the option immediately prior to such assignment and
shall be set forth in such documents issued to the assignee as the Plan
Administrator may deem appropriate. The Optionee may also designate one or more
persons as the beneficiary or beneficiaries of his or her outstanding options
under this Article Six, and those options shall, in accordance with such
designation, automatically be transferred to such beneficiary or beneficiaries
upon the Optionee's death while holding those options. Such beneficiary or
beneficiaries shall take the transferred options subject to all the terms and
conditions of the applicable agreement evidencing each such transferred option,
including (without limitation) the limited time period during which the option
may be exercised following the Optionee's death.

   E. Termination of Board Service. Should the Optionee cease Board service for
any reason (other than death or Permanent Disability) while holding one or more
options under this Director Fee Option Grant Program, then each such option
shall remain exercisable, for any or all of the shares for which the option is
exercisable at the time of such cessation of Board service, until the earlier
of (i) the expiration of the ten (10)-year option term or (ii) the expiration
of the three (3)-year period measured from the date of such cessation of Board
service. However, each option held by the Optionee under this Director Fee
Option Grant Program at the time of his or her cessation of Board service shall
immediately terminate and cease to remain outstanding with respect to any and
all shares of Common Stock for which the option is not otherwise at that time
exercisable.

   F. Death or Permanent Disability. Should the Optionee's service as a Board
member cease by reason of death or Permanent Disability, then each option held
by such Optionee under this Director Fee Option Grant Program shall immediately
become exercisable for all the shares of Common Stock at the time subject to
that option, and the option may be exercised for any or all of those shares as
fully-vested shares until the earlier of (i) the expiration of the ten (10)-
year option term or (ii) the expiration of the three (3)-year period measured
from the date of such cessation of Board service. In the event of the
Optionee's death while holding such option, the option may be exercised by the
personal representative of the Optionee's estate or by the person or persons to
whom the option is transferred pursuant to the Optionee's will or the laws of
inheritance or by the designated beneficiary or beneficiaries of such option.

                                      24
<PAGE>

   Should the Optionee die after cessation of Board service but while holding
one or more options under this Director Fee Option Grant Program, then each
such option may be exercised, for any or all of the shares for which the option
is exercisable at the time of the Optionee's cessation of Board service (less
any shares subsequently purchased by Optionee prior to death), by the personal
representative of the Optionee's estate or by the person or persons to whom the
option is transferred pursuant to the Optionee's will or the laws of
inheritance or by the designated beneficiary or beneficiaries of such option.
Such right of exercise shall lapse, and the option shall terminate, upon the
earlier of (i) the expiration of the ten (10)-year option term or (ii) the
three (3)-year period measured from the date of the Optionee's cessation of
Board service.

III. CORPORATE TRANSACTION/CHANGE IN CONTROL/HOSTILE TAKE-OVER

   A. In the event of any Corporate Transaction while the Optionee remains a
Board member, each outstanding option held by such Optionee under this Director
Fee Option Grant Program shall automatically accelerate so that each such
option shall, immediately prior to the effective date of the Corporate
Transaction, become exercisable for all the shares of Common Stock at the time
subject to such option and may be exercised for any or all of those shares as
fully-vested shares of Common Stock. Each such outstanding option shall
terminate immediately following the Corporate Transaction, except to the extent
assumed by the successor corporation (or parent thereof) in such Corporate
Transaction. Any option so assumed and shall remain exercisable for the fully-
vested shares until the earlier of (i) the expiration of the ten (10)-year
option term or (ii) the expiration of the three (3)-year period measured from
the date of the Optionee's cessation of Board service.

   B. In the event of a Change in Control while the Optionee remains a Board
member, each outstanding option held by such Optionee under this Director Fee
Option Grant Program shall automatically accelerate so that each such option
shall, immediately prior to the effective date of the Change in Control, become
exercisable for all the shares of Common Stock at the time subject to such
option and may be exercised for any or all of those shares as fully-vested
shares of Common Stock. The option shall remain so exercisable until the
earliest to occur of (i) the expiration of the ten (10)-year option term, (ii)
the expiration of the three (3)-year period measured from the date of the
Optionee's cessation of Board service, (iii) the termination of the option in
connection with a Corporate Transaction or (iv) the surrender of the option in
connection with a Hostile Take-Over.

   C. Upon the occurrence of a Hostile Take-Over, the Optionee shall have a
thirty (30)-day period in which to surrender to the Corporation each
outstanding option granted him or her under the Director Fee Option Grant
Program. The Optionee shall in return be entitled to a cash distribution from
the Corporation in an amount equal to the excess of (i) the Take-Over Price of
the shares of Common Stock at the time subject to each surrendered option
(whether or not the option is otherwise at the time exercisable for those
shares) over (ii) the aggregate exercise price payable for such shares. Such
cash distribution shall be paid within five (5) days following the surrender of
the option to the Corporation. No approval or consent of the Board or any Plan
Administrator shall be required at the time of the actual option surrender and
cash distribution.

                                      25
<PAGE>

   D. Each option which is assumed in connection with a Corporate Transaction
shall be appropriately adjusted, immediately after such Corporate Transaction,
to apply to the number and class of securities which would have been issuable
to the Optionee in consummation of such Corporate Transaction had the option
been exercised immediately prior to such Corporate Transaction. Appropriate
adjustments shall also be made to the exercise price payable per share under
each outstanding option, provided the aggregate exercise price payable for such
securities shall remain the same. To the extent the actual holders of the
Corporation's outstanding Common Stock receive cash consideration for their
Common Stock in consummation of the Corporate Transaction, the successor
corporation may, in connection with the assumption of the outstanding options
under this Plan, substitute one or more shares of its own common stock with a
fair market value equivalent to the cash consideration paid per share of Common
Stock in such Corporate Transaction.

   E. The grant of options under the Director Fee Option Grant Program shall in
no way affect the right of the Corporation to adjust, reclassify, reorganize or
otherwise change its capital or business structure or to merge, consolidate,
dissolve, liquidate or sell or transfer all or any part of its business or
assets.

IV. REMAINING TERMS

   The remaining terms of each option granted under this Director Fee Option
Grant Program shall be the same as the terms in effect for option grants made
under the Discretionary Option Grant Program.

                                      26
<PAGE>

                                 ARTICLE SEVEN

                                 MISCELLANEOUS

I. FINANCING

   The Plan Administrator may permit any Optionee or Participant to pay the
option exercise price under the Discretionary Option Grant Program or the
purchase price of shares issued under the Stock Issuance Program by delivering
a full-recourse, interest bearing promissory note payable in one or more
installments. The terms of any such promissory note (including the interest
rate and the terms of repayment) shall be established by the Plan Administrator
in its sole discretion. In no event may the maximum credit available to the
Optionee or Participant exceed the sum of (i) the aggregate option exercise
price or purchase price payable for the purchased shares (less the par value of
such shares) plus (ii) any Federal, state and local income and employment tax
liability incurred by the Optionee or the Participant in connection with the
option exercise or share purchase.

II. TAX WITHHOLDING

   A. The Corporation's obligation to deliver shares of Common Stock upon the
exercise of options or the issuance or vesting of such shares under the Plan
shall be subject to the satisfaction of all applicable Federal, state and local
income and employment tax withholding requirements.

   B. The Plan Administrator may, in its discretion, provide any or all holders
of Non-Statutory Options or unvested shares of Common Stock under the Plan
(other than the options granted or the shares issued under the Automatic Option
Grant or Director Fee Option Grant Program) with the right to use shares of
Common Stock in satisfaction of all or part of the Withholding Taxes to which
such holders may become subject in connection with the exercise of their
options or the vesting of their shares. Such right may be provided to any such
holder in either or both of the following formats:

       Stock Withholding: The election to have the Corporation withhold, from
the shares of Common Stock otherwise issuable upon the exercise of such Non-
Statutory Option or the vesting of such shares, a portion of those shares with
an aggregate Fair Market Value equal to the percentage of the Withholding Taxes
(not to exceed one hundred percent (100%)) designated by the holder.

       Stock Delivery: The election to deliver to the Corporation, at the time
the Non-Statutory Option is exercised or the shares vest, one or more shares of
Common Stock previously acquired by such holder (other than in connection with
the option exercise or share vesting triggering the Withholding Taxes) with an
aggregate Fair Market Value equal to the percentage of the Withholding Taxes
(not to exceed one hundred percent (100%)) designated by the holder.

                                     27
<PAGE>

III. EFFECTIVE DATE AND TERM OF THE PLAN

   A. The Plan shall become effective immediately on the Plan Effective Date.
However, the Salary Investment Option Grant Program and the Director Fee Option
Grant Program shall not be implemented until such time as the Primary Committee
may deem appropriate. Options may be granted under the Discretionary Option
Grant at any time on or after the Plan Effective Date, and the initial option
grants under the Automatic Option Grant Program shall also be made on the Plan
Effective Date to any non-employee Board members eligible for such grants at
that time. However, no options granted under the Plan may be exercised, and no
shares shall be issued under the Plan, until the Plan is approved by the
Corporation's stockholders. If such stockholder approval is not obtained within
twelve (12) months after the Plan Effective Date, then all options previously
granted under this Plan shall terminate and cease to be outstanding, and no
further options shall be granted and no shares shall be issued under the Plan.

   B. The Plan shall serve as the successor to the Predecessor Plan, and no
further option grants or direct stock issuances shall be made under the
Predecessor Plan after the Plan Effective Date. All options outstanding
under the Predecessor Plan on the Plan Effective Date shall be incorporated
into the Plan at that time and shall be treated as outstanding options under
the Plan. However, each outstanding option so incorporated shall continue to be
governed solely by the terms of the documents evidencing such option, and no
provision of the Plan shall be deemed to affect or otherwise modify the rights
or obligations of the holders of such incorporated options with respect to
their acquisition of shares of Common Stock.

   C. One or more provisions of the Plan, including (without limitation) the
option/vesting acceleration provisions of Article Two relating to Corporate
Transactions and Changes in Control, may, in the Plan Administrator's
discretion, be extended to one or more options incorporated from the
Predecessor Plan which do not otherwise contain such provisions.

   D. The Plan shall terminate upon the earliest to occur of (i) June 30, 2009,
(ii) the date on which all shares available for issuance under the Plan shall
have been issued as fully-vested shares or (iii) the termination of all
outstanding options in connection with a Corporate Transaction. Should the Plan
terminate on June 30, 2009, then all option grants and unvested stock issuances
outstanding at that time shall continue to have force and effect in accordance
with the provisions of the documents evidencing such grants or issuances.

IV. AMENDMENT OF THE PLAN

   A. The Board shall have complete and exclusive power and authority to amend
or modify the Plan in any or all respects. However, no such amendment or
modification shall adversely affect the rights and obligations with respect to
stock options or unvested stock issuances at the time outstanding under the
Plan unless the Optionee or the Participant consents to such amendment or
modification. In addition, certain amendments may require stockholder approval
pursuant to applicable laws or regulations.

                                     28
<PAGE>

   B. The Plan was amended and restated in March 2000 (the "March 2000
Restatement") to effect the following changes, which were approved by the
Corporation's stockholders at the 2000 Special Stockholders Meeting held on
April 25, 2000:

       (i) increase the maximum number of shares of Common Stock authorized
    for issuance under the Plan by an additional 10,000,000 shares so that
    the authorized share reserve was thereby increased from 11,983,100
    shares to 21,983,100 shares of Common Stock;

       (ii) provide the Plan Administrator with the authority to make
    option grants and direct stock issuances under the Discretionary Option
    Grant and Stock Issuance Programs with an exercise or issue price less
    than the Fair Market Value of the shares on the date of the option
    grant or stock issuance; and

       (iii) increase the limitation on the number of shares by which the
    share reserve is to increase automatically each year pursuant to the
    provisions of Section V.B of Article One from 4,000,000 shares to
    6,000,000 shares.

   C. The Plan was amended in April 2001 (the "April 2001 Amendment") subject
to stockholder approval at the 2001 Annual Meeting to: (i) effect an increase of
the maximum number of shares of Common Stock authorized for issuance under the
Plan by an additional 15,000,000 shares so that the authorized share reserve was
thereby increased from Forty Million Nine Hundred Eighty-Two Thousand Four
Hundred Twenty-Eight (40,982,428) shares to Forty Million Nine Hundred Eighty-
Two Thousand Four Hundred Twenty-Eight (40,982,428) shares of Common Stock; and
(ii) increase the limitation of the number of shares by which the reserve is to
increase automatically each year pursuant to the provisions of Section V.B of
Article One from 6,000,000 shares to 10,000,000 shares effective for all
calendar years after 2001.

   No option grants or direct stock issuances shall be made on the basis of the
share increase authorized by the 2001 Amendment unless and until that amendment
is approved by the stockholders at the 2001 Annual Meeting.

   D. Options to purchase shares of Common Stock may be granted under the
Discretionary Option Grant and Salary Investment Option Grant Programs and
shares of Common Stock may be issued under the Stock Issuance Program that are
in each instance in excess of the number of shares then available for issuance
under the Plan, provided any excess shares actually issued under those programs
shall be held in escrow until there is obtained stockholder approval of an
amendment sufficiently increasing the number of shares of Common Stock available
for issuance under the Plan. If such stockholder approval is not obtained within
twelve (12) months after the date the first such excess issuances are made, then
(i) any unexercised options granted on the basis of such excess shares shall
terminate and cease to be outstanding and (ii) the Corporation shall promptly
refund to the Optionees and the Participants

                                      29
<PAGE>

the exercise or purchase price paid for any excess shares issued under the Plan
and held in escrow, together with interest (at the applicable Short Term Federal
Rate) for the period the shares were held in escrow, and such shares shall
thereupon be automatically cancelled and cease to be outstanding.

V. USE OF PROCEEDS

   Any cash proceeds received by the Corporation from the sale of shares of
Common Stock under the Plan shall be used for general corporate purposes.

VI. REGULATORY APPROVALS

   A. The implementation of the Plan, the granting of any stock option under
the Plan and the issuance of any shares of Common Stock (i) upon the exercise
of any granted option or (ii) under the Stock Issuance Program shall be subject
to the Corporation's procurement of all approvals and permits required by
regulatory authorities having jurisdiction over the Plan, the stock options
granted under it and the shares of Common Stock issued pursuant to it.

   B. No shares of Common Stock or other assets shall be issued or delivered
under the Plan unless and until there shall have been compliance with all
applicable requirements of Federal and state securities laws, including the
filing and effectiveness of the Form S-8 registration statement for the shares
of Common Stock issuable under the Plan, and all applicable listing
requirements of any stock exchange (or the Nasdaq National Market, if
applicable) on which Common Stock is then listed for trading.

VII. NO EMPLOYMENT/SERVICE RIGHTS

   Nothing in the Plan shall confer upon the Optionee or the Participant any
right to continue in Service for any period of specific duration or interfere
with or otherwise restrict in any way the rights of the Corporation (or any
Parent or Subsidiary employing or retaining such person) or of the Optionee or
the Participant, which rights are hereby expressly reserved by each, to
terminate such person's Service at any time for any reason, with or without
cause.

                                      30
<PAGE>

                                    APPENDIX

   The following definitions shall be in effect under the Plan:

   A. Automatic Option Grant Program shall mean the automatic option grant
program in effect under Article Five of the Plan.

   B. Board shall mean the Corporation's Board of Directors.

   C. Change in Control shall mean a change in ownership or control of the
Corporation effected through either of the following transactions:

       (i) the acquisition, directly or indirectly by any person or related
    group of persons (other than the Corporation or a person that directly
    or indirectly controls, is controlled by, or is under common control
    with, the Corporation), of beneficial ownership (within the meaning of
    Rule 13d-3 of the 1934 Act) of securities possessing more than fifty
    percent (50%) of the total combined voting power of the Corporation's
    outstanding securities pursuant to a tender or exchange offer made
    directly to the Corporation's stockholders, or

       (ii) a change in the composition of the Board over a period of
    thirty-six (36) consecutive months or less such that a majority of the
    Board members ceases, by reason of one or more contested elections for
    Board membership, to be comprised of individuals who either (A) have
    been Board members continuously since the beginning of such period or
    (B) have been elected or nominated for election as Board members during
    such period by at least a majority of the Board members described in
    clause (A) who were still in office at the time the Board approved such
    election or nomination.

   D. Code shall mean the Internal Revenue Code of 1986, as amended.

   E. Common Stock shall mean the Corporation's common stock.

   F. Corporate Transaction shall mean either of the following stockholder-
approved transactions to which the Corporation is a party:

       (i) a merger or consolidation in which securities possessing more
    than fifty percent (50%) of the total combined voting power of the
    Corporation's outstanding securities are transferred to a person or
    persons different from the persons holding those securities immediately
    prior to such transaction, or

       (ii) the sale, transfer or other disposition of all or substantially
    all of the Corporation's assets in complete liquidation or dissolution
    of the Corporation.

                                      A-1
<PAGE>

   G. Corporation shall mean Kana Communications, Inc., a Delaware corporation,
and any corporate successor to all or substantially all of the assets or voting
stock of Kana Communications, Inc. which shall by appropriate action adopt the
Plan.

   H. Director Fee Option Grant Program shall mean the special stock option
grant in effect for non-employee Board members under Article Six of the Plan.

   I. Discretionary Option Grant Program shall mean the discretionary option
grant program in effect under Article Two of the Plan.

   J. Eligible Director shall mean a non-employee Board member eligible to
participate in the Automatic Option Grant Program or the Director Fee Option
Grant Program in accordance with the eligibility provisions of Articles One,
Five and Six.

   K. Employee shall mean an individual who is in the employ of the Corporation
(or any Parent or Subsidiary), subject to the control and direction of the
employer entity as to both the work to be performed and the manner and method
of performance.

   L. Exercise Date shall mean the date on which the Corporation shall have
received written notice of the option exercise.

   M. Fair Market Value per share of Common Stock on any relevant date shall be
determined in accordance with the following provisions:

       (i) If the Common Stock is at the time traded on the Nasdaq National
    Market, then the Fair Market Value shall be the closing selling price
    per share of Common Stock on the date in question, as such price is
    reported by the National Association of Securities Dealers on the
    Nasdaq National Market. If there is no closing selling price for the
    Common Stock on the date in question, then the Fair Market Value shall
    be the closing selling price on the last preceding date for which such
    quotation exists.

       (ii) If the Common Stock is at the time listed on any Stock
    Exchange, then the Fair Market Value shall be the closing selling price
    per share of Common Stock on the date in question on the Stock Exchange
    determined by the Plan Administrator to be the primary market for the
    Common Stock, as such price is officially quoted in the composite tape
    of transactions on such exchange. If there is no closing selling price
    for the Common Stock on the date in question, then the Fair Market
    Value shall be the closing selling price on the last preceding date for
    which such quotation exists.

       (iii) For purposes of any option grants made on the Underwriting
    Date, the Fair Market Value shall be deemed to be equal to the price
    per share at which the Common Stock is to be sold in the initial public
    offering pursuant to the Underwriting Agreement.

                                      A-2
<PAGE>

   N. Hostile Take-Over shall mean the acquisition, directly or indirectly, by
any person or related group of persons (other than the Corporation or a person
that directly or indirectly controls, is controlled by, or is under common
control with, the Corporation) of beneficial ownership (within the meaning of
Rule 13d-3 of the 1934 Act) of securities possessing more than fifty percent
(50%) of the total combined voting power of the Corporation's outstanding
securities pursuant to a tender or exchange offer made directly to the
Corporation's stockholders which the Board does not recommend such stockholders
to accept.

   O. Incentive Option shall mean an option which satisfies the requirements of
Code Section 422.

   P. Involuntary Termination shall mean the termination of the Service of any
individual which occurs by reason of:

       (i) such individual's involuntary dismissal or discharge by the
    Corporation for reasons other than Misconduct, or

       (ii) such individual's voluntary resignation following (A) a change
    in his or her position with the Corporation which materially reduces
    his or her duties and responsibilities or the level of management to
    which he or she reports, (B) a reduction in his or her level of
    compensation (including base salary, fringe benefits and percentage
    target bonus under any corporate-performance based bonus or incentive
    programs) by more than fifteen percent (15%) or (C) a relocation of
    such individual's place of employment by more than fifty (50) miles,
    provided and only if such change, reduction or relocation is effected
    by the Corporation without the individual's consent.

   Q. Misconduct shall mean the commission of any act of fraud, embezzlement or
dishonesty by the Optionee or Participant, any unauthorized use or disclosure by
such person of confidential information or trade secrets of the Corporation (or
any Parent or Subsidiary), or any other intentional misconduct by such person
adversely affecting the business or affairs of the Corporation (or any Parent or
Subsidiary) in a material manner. The foregoing definition shall not be deemed
to be inclusive of all the acts or omissions which the Corporation (or any
Parent or Subsidiary) may consider as grounds for the dismissal or discharge of
any Optionee, Participant or other person in the Service of the Corporation (or
any Parent or Subsidiary).

   R. 1934 Act shall mean the Securities Exchange Act of 1934, as amended.

   S. Non-Statutory Option shall mean an option not intended to satisfy the
requirements of Code Section 422.

   T. Optionee shall mean any person to whom an option is granted under the
Discretionary Option Grant, Salary Investment Option Grant, Automatic Option
Grant or Director Fee Option Grant Program.

                                      A-3
<PAGE>

   U. Parent shall mean any corporation (other than the Corporation) in an
unbroken chain of corporations ending with the Corporation, provided each
corporation in the unbroken chain (other than the Corporation) owns, at the
time of the determination, stock possessing fifty percent (50%) or more of the
total combined voting power of all classes of stock in one of the other
corporations in such chain.

   V. Participant shall mean any person who is issued shares of Common Stock
under the Stock Issuance Program.

   W. Permanent Disability or Permanently Disabled shall mean the inability of
the Optionee or the Participant to engage in any substantial gainful activity
by reason of any medically determinable physical or mental impairment expected
to result in death or to be of continuous duration of twelve (12) months or
more. However, solely for purposes of the Automatic Option Grant and Director
Fee Option Grant Programs, Permanent Disability or Permanently Disabled shall
mean the inability of the non-employee Board member to perform his or her usual
duties as a Board member by reason of any medically determinable physical or
mental impairment expected to result in death or to be of continuous duration
of twelve (12) months or more.

   X. Plan shall mean the Corporation's 1999 Stock Incentive Plan, as set forth
in this document.

   Y. Plan Administrator shall mean the particular entity, whether the Primary
Committee, the Board or the Secondary Committee, which is authorized to
administer the Discretionary Option Grant and Stock Issuance Programs with
respect to one or more classes of eligible persons, to the extent such entity
is carrying out its administrative functions under those programs with respect
to the persons under its jurisdiction.

   Z. Plan Effective Date shall mean the date the Plan shall become effective
and shall be coincident with the Underwriting Date.

   AA. Predecessor Plan shall mean the Corporation's 1997 Stock Option/Stock
Issuance Plan in effect immediately prior to the Plan Effective Date hereunder.

   BB. Primary Committee shall mean the committee of two (2) or more non-
employee Board members appointed by the Board to administer the Discretionary
Option Grant and Stock Issuance Programs with respect to Section 16 Insiders
and to administer the Salary Investment Option Grant Program solely with
respect to the selection of the eligible individuals who may participate in
such program.

   CC. Salary Investment Option Grant Program shall mean the salary investment
option grant program in effect under Article Three of the Plan.

   DD. Secondary Committee shall mean a committee of one or more Board members
appointed by the Board to administer the Discretionary Option Grant and Stock
Issuance Programs with respect to eligible persons other than Section 16
Insiders.

                                      A-4
<PAGE>

   EE. Section 16 Insider shall mean an officer or director of the Corporation
subject to the short-swing profit liabilities of Section 16 of the 1934 Act.

   FF. Service shall mean the performance of services for the Corporation (or
       -------
any Parent or Subsidiary) by a person in the capacity of an Employee, a
non-employee member of the board of directors or a consultant or independent
advisor, except to the extent otherwise specifically provided in the documents
evidencing the option grant or stock issuance.

   GG. Stock Exchange shall mean either the American Stock Exchange or the New
       --------------
York Stock Exchange.

   HH. Stock Issuance Agreement shall mean the agreement entered into by the
       ------------------------
Corporation and the Participant at the time of issuance of shares of Common
Stock under the Stock Issuance Program.

   II. Stock Issuance Program shall mean the stock issuance program in effect
       ----------------------
under Article Four of the Plan.

   JJ. Subsidiary shall mean any corporation (other than the Corporation) in an
       ----------
unbroken chain of corporations beginning with the Corporation, provided each
corporation (other than the last corporation) in the unbroken chain owns, at the
time of the determination, stock possessing fifty percent (50%) or more of the
total combined voting power of all classes of stock in one of the other
corporations in such chain.

   KK. Take-Over Price shall mean the greater of (i) the Fair Market Value per
       ---------------                -------
share of Common Stock on the date the option is surrendered to the Corporation
in connection with a Hostile Take-Over or (ii) the highest reported  price per
share of Common Stock paid by the tender offeror in effecting such Hostile
Take-Over. However, if the surrendered option is an Incentive Option, the
Take-Over Price shall not exceed the clause (i) price per share.

   LL. 10% Stockholder shall mean the owner of stock (as determined under Code
       ---------------
Section 424(d)) possessing more than ten percent (10%) of the total combined
voting power of all classes of stock of the Corporation (or any Parent or
Subsidiary).

   MM. Underwriting Agreement shall mean the agreement between the Corporation
       ----------------------
and the underwriter or underwriters managing the initial public offering of the
Common Stock.

   NN. Underwriting Date shall mean the date on which the Underwriting
       -----------------
Agreement is executed and priced in connection with an initial public offering
of the Common Stock.

   OO. Withholding Taxes shall mean the Federal, state and local income and
       -----------------
employment withholding taxes to which the holder of Non-Statutory Options or
unvested shares of Common Stock may become subject in connection with the
exercise of those options or the vesting of those shares.

                                      A-5<PAGE>

                                                                  Exhibit 10.23

                           KANA COMMUNICATIONS, INC.
                       1999 EMPLOYEE STOCK PURCHASE PLAN

                     As Amended and Restated April 26, 2001

I. PURPOSE OF THE PLAN

   This Employee Stock Purchase Plan is intended to promote the interests of
Kana Communications, Inc., a Delaware corporation, by providing eligible
employees with the opportunity to acquire a proprietary interest in the
Corporation through participation in a payroll deduction based employee stock
purchase plan designed to qualify under Section 423 of the Code.

   Capitalized terms herein shall have the meanings assigned to such terms in
the attached Appendix.

   The provisions of this April 26, 2001 restatement (the "2001 Restatement")
shall become effective with the offering period commencing on November 1, 2001
and shall not have any force or effect prior to such date. All share numbers
contained herein reflect the two-for-one stock dividend effected on February
22, 2000.

II. ADMINISTRATION OF THE PLAN

   The Plan Administrator shall have full authority to interpret and construe
any provision of the Plan and to adopt such rules and regulations for
administering the Plan as it may deem necessary in order to comply with the
requirements of Code Section 423. Decisions of the Plan Administrator shall be
final and binding on all parties having an interest in the Plan.

III. STOCK SUBJECT TO PLAN

   A. The stock purchasable under the Plan shall be shares of authorized but
unissued or reacquired Common Stock, including shares of Common Stock purchased
on the open market. Subject to the automatic share increase provisions of
Section III.B., the total number of shares of Common Stock reserved for
issuance over the term of the Plan shall be limited to Twelve Million One
Hundred Twenty-Two Thousand Five Hundred Seven (12,122,507) shares (subject to
adjustment under subparagraph (B) below). Such share reserve includes (i) the
initial share reserve of One Million (1,000,000) shares, (ii) the January 3,
2000 automatic increase of Four Hundred Fifty-Five Thousand Eight Hundred
Forty-One (455,841) shares, (iii) the January 2, 2001 automatic increase of Six
Hundred Sixty-Six Thousand Six Hundred Sixty-Six (666,666) shares, and (iv) the
increase of Ten Million (10,000,000) shares authorized by the Board on April
26, 2001, subject to stockholder approval at the 2001 Annual Stockholder's
Meeting (the "Annual Meeting").

                                       1
<PAGE>

   B. The number of shares of Common Stock available for issuance under the
Plan shall automatically increase on the first trading day of January each
calendar year during the term of the Plan, beginning with calendar year 2000,
by an amount equal to three-fourths of one percent (0.75%) of the total number
of shares of Common Stock outstanding on the last trading day in December of
the immediately preceding calendar year, but in no event shall any such annual
increase exceed Four Million (4,000,000) shares./1/

   C. Should any change be made to the Common Stock by reason of any stock
split, stock dividend, recapitalization, combination of shares, exchange of
shares or other change affecting the outstanding Common Stock as a class
without the Corporation's receipt of consideration, appropriate adjustments
shall be made to (i) the maximum number and class of securities issuable under
the Plan, (ii) the maximum number and class of securities purchasable per
Participant on any one Purchase Date, (iii) the maximum number and class of
securities purchasable in total by all Participants on any one Purchase Date,
(iv) the maximum number and/or class of securities by which the share reserve is
to increase automatically each calendar year pursuant to the provisions of
Section III.B of this Article One and (v) the number and class of securities and
the price per share in effect under each outstanding purchase right in order to
prevent the dilution or enlargement of benefits thereunder.

IV. OFFERING PERIODS

   A. Shares of Common Stock shall be offered for purchase under the Plan
through a series of overlapping offering periods until such time as (i) the
maximum number of shares of Common Stock available for issuance under the Plan
shall have been purchased or (ii) the Plan shall have been sooner terminated.

   B. Each offering period shall be of such duration (not to exceed twenty-four
(24) months) as determined by the Plan Administrator prior to the start date of
such offering period. Offering periods shall commence at semi-annual intervals
on the first business day of May and on the first business day of November each
year over the term of the Plan. Accordingly, two (2) separate offering periods
shall commence in each calendar year the 2001 Restatement remains in existence.
However, the initial offering period under the 2001 Restatement shall begin on
the first business day in November 2001 and end on the last business day in
October 2003.

   C. Each offering period shall be comprised of a series of one or more
successive Purchase Intervals. Purchase Intervals shall run from the first
business day in May to the last business day in October each year and from the
first business day in November each year to the last business day in April in
the following year.

--------
/1 /For the 2000 and 2001 calendar years, the annual increase was limited to
   666,666 shares. The increase to 4,000,000 shares shall be effective for the
   2002 calendar year and each subsequent calendar year, subject to stockholder
   approval of the 2001 Restatement.

                                       2
<PAGE>

   D. Should the Fair Market Value per share of Common Stock on any Purchase
Date within a particular offering period be less than the Fair Market Value per
share of Common Stock on the start date of that offering period, then the
individuals participating in such offering period shall, immediately after the
purchase of shares of Common Stock on their behalf on such Purchase Date, be
transferred from that offering period and automatically enrolled in the next
offering period commencing after such Purchase Date.

V. ELIGIBILITY

   A. Each individual who is an Eligible Employee on the start date of any
offering period under the Plan may enter that offering period on such start
date. However, an Eligible Employee may participate in only one offering period
at a time.

   B. Except as otherwise provided in Section IV.D. above, an Eligible Employee
must, in order to participate in a particular offering period, complete the
enrollment forms prescribed by the Plan Administrator (including a stock
purchase agreement and a payroll deduction authorization) and file such forms
with the Plan Administrator (or its designate) on or before the start date of
that offering period.

VI. PAYROLL DEDUCTIONS

   A. The payroll deduction authorized by the Participant for purposes of
acquiring shares of Common Stock during an offering period may be any multiple
of one percent (1%) of the Cash Earnings paid to the Participant during each
Purchase Interval within that offering period, up to a maximum of fifteen
percent (15%). The deduction rate so authorized shall continue in effect
throughout the offering period, except to the extent such rate is changed in
accordance with the following guidelines:

     (i) The Participant may, at any time during the offering period, reduce
  his or her rate of payroll deduction to become effective as soon as
  possible after filing the appropriate form with the Plan Administrator. The
  Participant may not, however, effect more than one (1) such reduction per
  Purchase Interval.

     (ii) The Participant may, prior to the commencement of any new Purchase
  Interval within the offering period, increase the rate of his or her
  payroll deduction by filing the appropriate form with the Plan
  Administrator. The new rate (which may not exceed the fifteen percent (15%)
  maximum) shall become effective on the start date of the first Purchase
  Interval following the filing of such form.

                                       3
<PAGE>

   B. Payroll deductions shall begin on the first pay day administratively
feasible following the start date of the offering period and shall (unless
sooner terminated by the Participant) continue through the pay day ending with
or immediately prior to the last day of that offering period. The amounts so
collected shall be credited to the Participant's book account under the Plan,
but no interest shall be paid on the balance from time to time outstanding in
such account. The amounts collected from the Participant shall not be required
to be held in any segregated account or trust fund and may be commingled with
the general assets of the Corporation and used for general corporate purposes.

   C. Payroll deductions shall automatically cease upon the termination of the
Participant's purchase right in accordance with the provisions of the Plan.

   D. The Participant's acquisition of Common Stock under the Plan on any
Purchase Date shall neither limit nor require the Participant's acquisition of
Common Stock on any subsequent Purchase Date, whether within the same or a
different offering period.

VII. PURCHASE RIGHTS

   A. Grant of Purchase Rights. A Participant shall be granted a separate
purchase right for each offering period in which he or she participates. The
purchase right shall be granted on the start date of the offering period and
shall provide the Participant with the right to purchase shares of Common
Stock, in a series of successive installments during that offering period, upon
the terms set forth below. The Participant shall execute a stock purchase
agreement embodying such terms and such other provisions (not inconsistent with
the Plan) as the Plan Administrator may deem advisable.

   Under no circumstances shall purchase rights be granted under the Plan to
any Eligible Employee if such individual would, immediately after the grant,
own (within the meaning of Code Section 424(d)) or hold outstanding options or
other rights to purchase, stock possessing five percent (5%) or more of the
total combined voting power or value of all classes of stock of the Corporation
or any Corporate Affiliate.

   B. Exercise of the Purchase Right. Each purchase right shall be
automatically exercised in installments on each successive Purchase Date within
the offering period, and shares of Common Stock shall accordingly be purchased
on behalf of each Participant on each such Purchase Date. The purchase shall be
effected by applying the Participant's payroll deductions for the Purchase
Interval ending on such Purchase Date to the purchase of whole shares of Common
Stock at the purchase price in effect for the Participant for that Purchase
Date.

   C. Purchase Price. The purchase price per share at which Common Stock will
be purchased on the Participant's behalf on each Purchase Date within the
particular offering period in which he or she is enrolled shall be equal to
eighty-five percent (85%) of the lower of (i) the Fair Market Value per share
of Common Stock on the start date of that offering period or (ii) the Fair
Market Value per share of Common Stock on that Purchase Date.

                                       4
<PAGE>

   D. Number of Purchasable Shares. The number of shares of Common Stock
purchasable by a Participant on each Purchase Date during the particular
offering period in which he or she is enrolled shall be the number of whole
shares obtained by dividing the amount collected from the Participant through
payroll deductions during the Purchase Interval ending with that Purchase Date
by the purchase price in effect for the Participant for that Purchase Date.
However, the maximum number of shares of Common Stock purchasable per
Participant on any one Purchase Date shall not exceed One Thousand Five Hundred
(1,500) shares, subject to periodic adjustments in the event of certain changes
in the Corporation's capitalization. In addition, the maximum number of shares
of Common Stock purchasable in total by all Participants on any one Purchase
Date, shall not exceed One Million (1,000,000) shares,/2/ subject to periodic
adjustments in the event of certain changes in the Corporation's capitalization.
However, the Plan Administrator shall have the discretionary authority,
exercisable prior to the start of any offering period under the Plan, to
increase or decrease the limitations to be in effect for the number of shares
purchasable per Participant and in total by all Participants enrolled in that
particular offering period on each Purchase Date which occurs during that
offering period.

   E. Excess Payroll Deductions. Any payroll deductions not applied to the
purchase of shares of Common Stock on any Purchase Date because they are not
sufficient to purchase a whole share of Common Stock shall be held for the
purchase of Common Stock on the next Purchase Date in the same offering period.
Any payroll deductions not applied to the purchase of shares on the last
Purchase Date in the offering period shall be promptly refunded. Furthermore,
any payroll deductions not applied to the purchase of Common Stock by reason of
the limitation on the maximum number of shares purchasable per Participant or
in total by all Participants on the Purchase Date shall be promptly refunded.

   F. Withdrawal/Termination of Purchase Right. The following provisions shall
govern the withdrawal from participation in the Plan and the termination of
outstanding purchase rights:

     (i) A Participant may withdraw from the offering period in which he or
  she is enrolled by filing the appropriate form with the Plan Administrator
  (or its designate) at any time prior to the next scheduled Purchase Date in
  that offering period, and no further payroll deductions under the Plan
  shall be collected from the Participant with respect to that offering
  period. Any payroll deductions previously collected during the Purchase
  Interval in which such withdrawal occurs shall, at the Participant's
  election, be immediately refunded or held for the purchase of shares on the
  next Purchase Date. If no such election is made at the time of such
  withdrawal, then the payroll deductions collected from the Participant with
  respect to the Purchase Interval in which such withdrawal occurs shall be
  refunded as soon as possible.

--------
/2 /For any the offering period commencing prior to November 1, 2001, the limit
   on the maximum number of shares purchasable in total on by all Participants
   on any one Purchase Date within such offering period will be Two Hundred
   Fifty Thousand (250,0000) shares

                                       5
<PAGE>

     (ii) The Participant's withdrawal from the offering period shall be
  irrevocable, and the Participant may not subsequently rejoin that offering
  period. In order to resume participation in any subsequent offering period,
  such individual must re-enroll in the Plan (by making a timely filing of
  the prescribed enrollment forms) on or before the start date of that
  offering period.

     (iii) Should the Participant cease to remain an Eligible Employee for
  any reason (including death, disability or change in status) while his or
  her purchase right remains outstanding, then that purchase right shall
  immediately terminate, and all of the Participant's payroll deductions for
  the Purchase Interval in which the purchase right so terminates shall be
  immediately refunded. However, should the Participant cease to remain in
  active service by reason of an approved unpaid leave of absence, then the
  Participant shall have the right, exercisable up until the last business
  day of the Purchase Interval in which such leave commences, to (a) withdraw
  all the payroll deductions collected to date on his or her behalf for that
  Purchase Interval or (b) have such funds held for the purchase of shares on
  his or her behalf on the next scheduled Purchase Date. In no event,
  however, shall any further payroll deductions be collected on the
  Participant's behalf during such leave. Upon the Participant's return to
  active service (x) within ninety (90) days following the commencement of
  such leave or (y) prior to the expiration of any longer period for which
  such Participant's right to reemployment with the Corporation is guaranteed
  by statute or contract, his or her payroll deductions under the Plan shall
  automatically resume at the rate in effect at the time the leave began,
  unless the Participant withdraws from the Plan prior to his or her return.
  An individual who returns to active employment following a leave of absence
  which exceeds in duration the applicable (x) or (y) time period will be
  treated as a new Employee for purposes of subsequent participation in the
  Plan and must accordingly re-enroll in the Plan (by making a timely filing
  of the prescribed enrollment forms) on or before the start date of any
  subsequent offering period in which he or she wishes to participate.

   G. Change in Control. Each outstanding purchase right shall automatically be
exercised, immediately prior to the effective date of any Change in Control, by
applying the payroll deductions of each Participant for the Purchase Interval in
which such Change in Control occurs to the purchase of whole shares of Common
Stock at a purchase price per share for each Participant equal to eighty-five
percent (85%) of the lower of (i) the Fair Market Value per share of Common
Stock on the start date of the particular offering period in which the
Participant is enrolled at the time such Change in Control occurs or (ii) the
Fair Market Value per share of Common Stock immediately prior to the effective
date of such Change in Control. However, the applicable limitation on the number
of shares of Common Stock purchasable per Participant shall continue to apply to
any such purchase, but not the limitation applicable to the maximum number of
shares of Common Stock purchasable in total by all Participants on any one
Purchase Date.

   The Corporation shall use its best efforts to provide at least ten (10)-days
prior written notice of the occurrence of any Change in Control, and
Participants shall, following the receipt of such notice, have the right to
terminate their outstanding purchase rights prior to the effective date of the
Change in Control.

                                       6
<PAGE>

   H. Proration of Purchase Rights. Should the total number of shares of Common
Stock to be purchased pursuant to outstanding purchase rights on any particular
date exceed the number of shares then available for issuance under the Plan,
the Plan Administrator shall make a pro-rata allocation of the available shares
on a uniform and nondiscriminatory basis, and the payroll deductions of each
Participant, to the extent in excess of the aggregate purchase price payable
for the Common Stock pro-rated to such individual, shall be refunded.

   I. Assignability. The purchase right shall be exercisable only by the
Participant and shall not be assignable or transferable by the Participant.

   J. Stockholder Rights. A Participant shall have no stockholder rights with
respect to the shares subject to his or her outstanding purchase right until
the shares are purchased on the Participant's behalf in accordance with the
provisions of the Plan and the Participant has become a holder of record of the
purchased shares.

VIII. ACCRUAL LIMITATIONS

   A. No Participant shall be entitled to accrue rights to acquire Common Stock
pursuant to any purchase right outstanding under this Plan if and to the extent
such accrual, when aggregated with (i) rights to purchase Common Stock accrued
under any other purchase right granted under this Plan and (ii) similar rights
accrued under other employee stock purchase plans (within the meaning of Code
Section 423)) of the Corporation or any Corporate Affiliate, would otherwise
permit such Participant to purchase more than Twenty-Five Thousand Dollars
($25,000.00) worth of stock of the Corporation or any Corporate Affiliate
(determined on the basis of the Fair Market Value per share on the date or
dates such rights are granted) for each calendar year such rights are at any
time outstanding.

   B. For purposes of applying such accrual limitations to the purchase rights
granted under the Plan, the following provisions shall be in effect:

     (i) The right to acquire Common Stock under each outstanding purchase
  right shall accrue in a series of installments on each successive Purchase
  Date during the offering period on which such right remains outstanding.

     (ii) No right to acquire Common Stock under any outstanding purchase
  right shall accrue to the extent the Participant has already accrued in the
  same calendar year the right to acquire Common Stock under one or more
  other purchase rights at a rate equal to Twenty-Five Thousand Dollars
  ($25,000.00) worth of Common Stock (determined on the basis of the Fair
  Market Value per share on the date or dates of grant) for each calendar
  year such rights were at any time outstanding.

   C. If by reason of such accrual limitations, any purchase right of a
Participant does not accrue for a particular Purchase Interval, then the
payroll deductions which the Participant made during that Purchase Interval
with respect to such purchase right shall be promptly refunded.

                                       7
<PAGE>

   D. In the event there is any conflict between the provisions of this Article
and one or more provisions of the Plan or any instrument issued thereunder, the
provisions of this Article shall be controlling.

IX. EFFECTIVE DATE AND TERM OF THE PLAN

   A. The Plan was adopted by the Board on July 7, 1999, approved by the sole
stockholder on August 16, 1999, and became effective at the Effective Time,
September 21, 1999.

   B. The 2001 Restatement effects the following changes to the Plan: (i)
increase the number of shares of Common Stock authorized for issuance over the
term of the Plan by an additional Ten Million (10,000,000) shares, (ii)
increase the limit on the maximum number of shares by which the share reserve
under the Plan may automatically increase each calendar year, beginning with
the 2002 calendar year, from Six Hundred Sixty Six Thousand Six Hundred Sixty
Six (666,666) shares to Four Million (4,000,000) shares, (iii) implement a
series of overlapping twenty-four (24)-month offering periods beginning at
semi-annual intervals each year, (iv) establish a series of semi-annual
purchase dates within each such offering period, (v) increase the maximum
number of shares of Common Stock purchasable in total by all Participants on
any one Purchase Date from Two Hundred Fifty Thousand (250,000) shares to One
Million (1,000,000) shares and (vi) revise certain provisions of the Plan
document in order to facilitate administration of the Plan. However, the 2001
Restatement shall not become effective unless approved by the stockholders at
the 2001 Annual Meeting. If such stockholder approval is obtained, then the
2001 Restatement shall become effective with the offering period commencing on
November 1, 2001.

   C. Unless sooner terminated by the Board, the Plan shall terminate upon the
earliest of (i) the last business day in October 2009, (ii) the date on which
all shares available for issuance under the Plan shall have been sold pursuant
to purchase rights exercised under the Plan or (iii) the date on which all
purchase rights are exercised in connection with a Change in Control. No
further purchase rights shall be granted or exercised, and no further payroll
deductions shall be collected, under the Plan following such termination.

X. AMENDMENT OF THE PLAN

   A. The Board may alter, amend, suspend or terminate the Plan at any time to
become effective immediately following the close of any Purchase Interval.
However, the Plan may be amended or terminated immediately upon Board action,
if and to the extent necessary to assure that the Corporation will not
recognize, for financial reporting purposes, any compensation expense in
connection with the shares of Common Stock offered for purchase under the Plan,
should the financial accounting rules applicable to the Plan at the Effective
Time be subsequently revised so as to require the Corporation to recognize
compensation expense in the absence of such amendment or termination.

                                       8
<PAGE>

   B. In no event may the Board effect any of the following amendments or
revisions to the Plan without the approval of the Corporation's stockholders:
(i) increase the number of shares of Common Stock issuable under the Plan,
except for permissible adjustments in the event of certain changes in the
Corporation's capitalization, (ii) alter the purchase price formula so as to
reduce the purchase price payable for the shares of Common Stock purchasable
under the Plan or (iii) modify the eligibility requirements for participation
in the Plan.

XI. GENERAL PROVISIONS

   A. All costs and expenses incurred in the administration of the Plan shall
be paid by the Corporation; however, each Plan Participant shall bear all costs
and expenses incurred by such individual in the sale or other disposition of
any shares purchased under the Plan.

   B. Nothing in the Plan shall confer upon the Participant any right to
continue in the employ of the Corporation or any Corporate Affiliate for any
period of specific duration or interfere with or otherwise restrict in any way
the rights of the Corporation (or any Corporate Affiliate employing such
person) or of the Participant, which rights are hereby expressly reserved by
each, to terminate such person's employment at any time for any reason, with or
without cause.

   C. The provisions of the Plan shall be governed by the laws of the State of
California without resort to that State's conflict-of-laws rules.

                                      9
<PAGE>

                                   SCHEDULE A

                         CORPORATIONS PARTICIPATING IN
                          EMPLOYEE STOCK PURCHASE PLAN
                            AS OF THE EFFECTIVE TIME

                           Kana Communications, Inc.
<PAGE>

                                    APPENDIX

   The following definitions shall be in effect under the Plan:

   A. Board shall mean the Corporation's Board of Directors.

   B. Cash Earnings shall mean the (i) regular base salary paid to a
Participant by one or more Participating Companies during such individual's
period of participation in one or more offering periods under the Plan plus
(ii) all overtime payments, bonuses, commissions, profit-sharing distributions
and other incentive-type payments received during such period. Such Cash
Earnings shall be calculated before deduction of (A) any income or employment
tax withholdings or (B) any contributions made by the Participant to any Code
Section 401(k) salary deferral plan or Code Section 125 cafeteria benefit
program now or hereafter established by the Corporation or any Corporate
Affiliate. However, Cash Earnings shall not include any contributions made on
the Participant's behalf by the Corporation or any Corporate Affiliate to any
employee benefit or welfare plan now or hereafter established (other than Code
Section 401(k) or Code Section 125 contributions deducted from such Cash
Earnings).

   C. Change in Control shall mean a change in ownership of the Corporation
pursuant to any of the following transactions:

     (i) a merger or consolidation in which securities possessing more than
  fifty percent (50%) of the total combined voting power of the Corporation's
  outstanding securities are transferred to a person or persons different
  from the persons holding those securities immediately prior to such
  transaction, or

     (ii) the sale, transfer or other disposition of all or substantially all
  of the assets of the Corporation in complete liquidation or dissolution of
  the Corporation, or

     (iii) the acquisition, directly or indirectly, by a person or related
  group of persons (other than the Corporation or a person that directly or
  indirectly controls, is controlled by or is under common control with the
  Corporation) of beneficial ownership (within the meaning of Rule 13d-3 of
  the 1934 Act) of securities possessing more than fifty percent (50%) of the
  total combined voting power of the Corporation's outstanding securities
  pursuant to a tender or exchange offer made directly to the Corporation's
  stockholders.

   D. Code shall mean the Internal Revenue Code of 1986, as amended.

   E. Common Stock shall mean the Corporation's common stock, $0.001 par value.

                                     A-1
<PAGE>

   F. Corporate Affiliate shall mean any parent or subsidiary corporation of
the Corporation (as determined in accordance with Code Section 424), whether
now existing or subsequently established.

   G. Corporation shall mean Kana Communications, Inc., a Delaware corporation,
and any corporate successor to all or substantially all of the assets or voting
stock of Kana Communications, Inc. which shall by appropriate action adopt the
Plan.

   H. Effective Time shall mean the time at which the Underwriting Agreement
for the initial public offering of the Common Stock was executed and finally
priced. Any Corporate Affiliate which becomes a Participating Corporation after
such Effective Time shall designate a subsequent Effective Time with respect to
its employee-Participants.

   I. Eligible Employee shall mean any person who is employed by a
Participating Corporation on a basis under which he or she is regularly
expected to render more than twenty (20) hours of service per week for more
than five (5) months per calendar year for earnings considered wages under Code
Section 3401 (a).

   J. Fair Market Value per share of Common Stock on any relevant valuation
date shall be determined in accordance with the following provisions:

     (i) If the Common Stock is at the time traded on the Nasdaq National
  Market, then the Fair Market Value shall be the closing selling price per
  share of Common Stock on the date in question, as such price is reported by
  the National Association of Securities Dealers on the Nasdaq National
  Market and published in The Wall Street Journal. If there is no closing
  selling price for the Common Stock on the date in question, then the Fair
  Market Value shall be the closing selling price on the last preceding date
  for which such quotation exists.

     (ii) If the Common Stock is at the time listed on any Stock Exchange,
  then the Fair Market Value shall be the closing selling price per share of
  Common Stock on the date in question on the Stock Exchange determined by
  the Plan Administrator to be the primary market for the Common Stock, as
  such price is officially quoted in the composite tape of transactions on
  such exchange and published in The Wall Street Journal. If there is no
  closing selling price for the Common Stock on the date in question, then
  the Fair Market Value shall be the closing selling price on the last
  preceding date for which such quotation exists.

   K. 1933 Act shall mean the Securities Act of 1933, as amended.

   L. Participant shall mean any Eligible Employee of a Participating
Corporation who is actively participating in the Plan.

   M. Participating Corporation shall mean the Corporation and such Corporate
Affiliate or Affiliates as may be authorized from time to time by the Board to
extend the benefits of the Plan to their Eligible Employees. The Participating
Corporations in the Plan are listed in attached Schedule A.

                                      A-2
<PAGE>

   N. Plan shall mean the Corporation's 1999 Employee Stock Purchase Plan, as
set forth in this document.

   O. Plan Administrator shall mean the committee of two (2) or more Board
members appointed by the Board to administer the Plan.

   P. Purchase Date shall mean the last business day of each Purchase
Interval. The initial Purchase Date shall be April 30, 2002.

   Q. Purchase Interval shall mean each successive six (6)-month period within
a particular offering period at the end of which there shall be purchased
shares of Common Stock on behalf of each Participant.

   R. Stock Exchange shall mean either the American Stock Exchange or the New
York Stock Exchange.

   S. Underwriting Agreement shall mean the agreement between the Corporation
and the underwriter or underwriters that managed the initial public offering
of the Common Stock.

                                     A-3

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