Document:

<PAGE>

                                                                   EXHIBIT 10.20

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

                                   AMENDMENT

     This Amendment is entered into as of March __, 2000 ("Amendment Effective
Date") by and between Support.com, Inc., a Delaware corporation, formerly doing
business as Tioga Systems, Inc. ("SPRT") and At Home Corporation,  doing
business as Excite@Home, a Delaware corporation ("EAH").  This Amendment
modifies the OEM Agreement dated as of July 14, 1999, by and between SPRT and
EAH (the "Agreement") to provide the terms for SPRT's development of an
extension to its Product and for the parties to participate in certain co-
marketing efforts with respect to such extension, in accordance with the terms
of this Amendment.

     1.   Definitions.  As used in this Amendment, the following terms have the
          -----------
following meanings.  Capitalized terms used but not defined in this Amendment
have the meanings specified in the Agreement.

          1.1  Product Extension. "Product Extension" means the version of the
               -----------------
Product that SPRT will develop pursuant to this Amendment.

          1.2  Initial Term. "Initial Term" means the *** month period beginning
               ------------
with the Amendment Effective Date.

          1.3  Referred Customers.  "Referred Customers" means the customers of
               ------------------
SPRT that have purchased licenses to the Product Extension and that are referred
to SPRT by EAH in accordance with this Amendment.

          1.4  Net Revenue. "Net Revenue" means the amount collected by SPRT for
               -----------
SPRT's sale of licenses to the Product Extension to Referred Customers, *** (a)
***% for sales expenses, and (b) any associated  freight charges, insurance and
other costs of shipping and handling, taxes and duties.

          1.5  Preliminary Specifications. "Preliminary Specifications" means
               --------------------------
the preliminary specifications for the Product Extension set forth in Exhibit A
to this Amendment.

          1.6  Renewal Term. "Renewal Term" means the 12-month period after the
               ------------
Initial Term or Renewal Term, as applicable, of this Amendment.

          1.7  Specifications. The "Specifications" means the specifications for
               --------------
the Product Extension agreed upon by the parties pursuant to Section 2.1 of this
Amendment.

          1.8  Term.  "Term" means the Initial Term and any and all Renewal
               ----
Terms.

                                       1

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

     2.   Product Extension Development; Ownership.
          ----------------------------------------

          2.1  Within thirty (30) business days following the Amendment
Effective Date, SPRT will submit to EAH a proposal for specifications for the
Product Extension (the "Specifications") to be effective during the twelve (12)
month period following the Amendment Effective Date. Neither the proposed
Specifications nor EAH's proposed modifications will in any event add any new
functionality to the Preliminary Specifications set forth in Exhibit A, but will
provide additional detail associated with each component of the Preliminary
Specifications. Within ten (10) business days following its receipt of the
proposed Specifications, EAH shall notify SPRT that the proposed Specifications
are acceptable or, if they are not acceptable in any respect, then EAH shall
deliver to SPRT reasonable proposed modifications to the proposed
Specifications. Any failure by EAH to notify SPRT that the proposed
Specifications are not acceptable within the time frame set forth above shall be
deemed an acceptance of the proposed Specifications. Within five (5) business
days of receipt of EAH's modifications, SPRT must either accept and incorporate
the proposed modifications or notify EAH that the modifications are not
acceptable. Any failure by SPRT to notify EAH that the modifications are not
acceptable within the time frame set forth above shall be deemed an acceptance
of the modifications. If SPRT properly notifies EAH that the modifications are
not acceptable, then the parties shall negotiate in good faith for a period of
fifteen (15) days using commercially reasonable efforts to mutually agree upon
acceptable Specifications. If after fifteen (15) days the parties are unable to
mutually agree upon acceptable Specifications, then SPRT shall have an
additional five (5) days to either accept EAH's most recent modifications or
immediately terminate the Amendment. Upon the parties reaching agreement as to
the Specifications, they each will execute a copy of an Exhibit setting forth
the Specifications which shall then be appended as Exhibit A to this Amendment.

          2.2  Within thirty (30) business days prior to (a) the first
anniversary of the Amendment Effective Date, and (b) each subsequent six (6)
month period during the Initial Term, SPRT will submit to EAH proposed
specifications ("Enhancement Specifications") with respect to such six (6) month
period for enhancements to the Product Extension ("Enhancements"), for review
and comment. Such Enhancement Specifications and EAH's proposed modifications
thereto (a) will be for feature enhancements to the components and functionality
in the Specifications, (b) will not in any event require a level of development
effort on SPRT's part greater than one half (1/2) of the development effort
required to develop the Product Extension as specified in the Specifications,
and (c) will not be for new components which are not a part of the
Specifications, unless mutually agreed upon. EAH must within ten (10) business
days following its receipt of any such proposed Enhancement Specifications
notify SPRT that the proposal is acceptable or, if not acceptable in any
respect, then EAH must advise SPRT as to any proposed modifications to the
proposed Enhancement Specifications. Any failure by EAH to notify SPRT that the
proposal is not acceptable within the time frame set forth above shall be deemed
an acceptance of the applicable Enhancement Specifications. SPRT will have five
(5) business days following receipt of notice of proposed modifications to
either incorporate the proposed modifications into the proposal or notify EAH of
its rejection of those proposed modifications. Any failure by SPRT to

                                       2
<PAGE>

notify EAH that the modifications are not acceptable within the time frame set
forth above shall be deemed an acceptance of the modifications. If SPRT properly
notifies EAH that the modifications are not acceptable, then the parties shall
negotiate in good faith for a period of fifteen (15) days using commercially
reasonable efforts to mutually agree upon acceptable Enhancement Specifications.
If after fifteen (15) days the parties are unable to mutually agree upon
acceptable Enhancement Specifications, then SPRT shall have an additional five
(5) days to either accept EAH's most recent modifications or immediately
terminate the Amendment. The foregoing notwithstanding, EAH and SPRT may add any
new features or components to the Enhancement Specification by mutual agreement.
Upon the parties reaching agreement as to the Enhancement Specifications, for
each such six (6) month period, each party will execute a copy of an Exhibit
setting forth the agreed-upon Enhancement Specifications which shall then be
appended as a new Exhibit to this Amendment.

          2.3  Subject to the terms and conditions of this Amendment, SPRT will
develop and deliver the Product Extensions and Enhancements in accordance with
the Specifications and Enhancement Specifications, as applicable, including but
not limited to delivery of such Product Extensions or Enhancements within the
time frame set forth in the applicable Specification or Enhancement
Specification, with allowance for slippage of delivery of any component by an
additional ***% of the number of business days between the acceptance of the
applicable Specification or Enhancement Specification and the time frame set
forth for such component in such applicable Specification or Enhancement
Specification. Upon completion of each Product Extension or Enhancement, SPRT
will provide it to EAH. Within *** (***) *** after EAH's receipt of a Product
Extension or Enhancement thereof (which will be provided in executable object
code only), EAH will advise SPRT whether EAH considers the Product Extension or
Enhancement to comply in all material respects with the applicable
Specifications or Enhancement Specifications and will provide the reasons
(including supporting documentation) of any material non-conformities. Any
failure by EAH to notify SPRT that the Product Extension or Enhancements are not
acceptable within the time frame set forth above shall be deemed acknowledgement
by EAH that the Product Extension and/or Enhancements comply in all material
respects with the applicable Specifications or Enhancement Specifications. In
the case that EAH provides SPRT with such notice of any material non-
conformities, SPRT shall have *** (***) *** to correct the non-conformities and
re-submit the Product Extension or Enhancement to EAH for acceptance. Within ***
(***) *** after receipt of the corrected Product Extension or Enhancement, EAH
will advise SPRT whether EAH considers the Product Extension or Enhancement to
comply in all material respects with the applicable Specifications or
Enhancement Specifications and will provide the reasons (including supporting
documentation) of any material non-conformities. Any failure by EAH to notify
SPRT that the Product Extension or Enhancements are not acceptable within the
time frame set forth above shall be deemed acknowledgement by EAH that the
Product Extension and/or Enhancements comply in all material respects with the
applicable Specifications or Enhancement Specifications. This process shall
continue until the earlier to occur of: (i) EAH's acknowledgement that the
Product Extension and/or Enhancements comply in all material respects with the
applicable Specifications or Enhancement Specifications, or (ii) *** from the
date of the initial notification by EAH of non-conformity of the applicable
Product Extension

                                       3

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

and/or Enhancement.  In the event that the Product Extension and/or Enhancements
fail to comply in all material respects with the applicable Specification or
Enhancement Specification after *** (***) days from the initial notification by
EAH of non-conformity of the applicable Product Extension and/or Enhancement,
EAH may, at its sole discretion, terminate the Amendment.

          2.4  Upon completion of the Product Extension or Enhancement, the
Product Extension or Enhancement will be deemed to be included in the Agreement
as the "Product" and all terms relating thereto shall apply equally to the
Product Extension and Enhancement, including but not limited to the license to
EAH set forth in Section 2.1 through 2.3 and SPRT's ownership set forth in
Section 2.4. Notwithstanding the foregoing, EAH shall not be entitled to
sublicense the Product, Product Extensions or Enhancements, except for the
client-side component (referred to in the Agreement as the Tioga Agent), subject
to terms of the Agreement.

     3.   Referral of Customers.
          ---------------------

          3.1  From time to time, EAH will, during the term of this Amendment,
refer to SPRT certain EAH customers and partners who may be interested in
licensing the Product, Product Extension, and/or Enhancements. EAH agrees that
EAH will position the Product Extension and Enhancements to its customers and
partners as the preferred solution for supporting an end user internet service.
For each such customer or partner that EAH intends to refer to SPRT, EAH will
provide a written notice of such referral, indicating contact information and
other information reasonably requested by SPRT, in the form as mutually agreed
by the parties. Referred Customers shall not include an entity which (a)
Support.com, at the time the contact information is provided, had already
contacted with respect to Support.com products, or (b) is already a customer of
Support.com.

          3.2  SPRT may enter into an agreement with the Referred Customers at
SPRT's own discretion and subject to terms and conditions agreed to with the
Referred Customers.  Nothing herein shall obligate SPRT to enter into any
agreement with such Referred Customers.  SPRT will have the right to determine
in its sole discretion the price at which SPRT licenses the Product Extension to
Referred Customers.

     4.   Marketing.
          ---------

          4.1  The parties will issue and globally distribute a joint press
release announcing the parties' relationship within 30 calendar days of the
Amendment Effective Date. The parties may, as from time to time they may
mutually agree, issue additional joint press releases regarding successful
development and marketing efforts of the Product Extension and Enhancements, and
regarding the parties' relationship established by this Amendment. Neither party
may otherwise issue any press releases or other public announcements with
respect to this Amendment, without the other party's prior written consent.

                                       4

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

          4.2  The parties will co-brand the Product Extension and the
Enhancements for EAH partners and customers.

     5.   Payments.
          --------

          5.1  EAH agrees to pay SPRT for the development of the Product
Extension the amount of *** U.S. Dollars ($***), payable over a *** period as
set forth in Exhibit B. EAH shall also pay SPRT for professional services time
on the same terms and conditions as set forth in the Agreement. Such payments
shall be in addition to the License Fees set forth in Section 4.1 of the
Agreement.

          5.2  As consideration for EAH's referral of Referred Customers to SPRT
with respect to the Product Extension and/or Enhancements as provided under this
Amendment, and in the event that SPRT actually utilizes the contact information
provided by EAH to license the Product Extension or the Enhancements to the
Referred Customer during the Term, then SPRT will pay EAH *** percent (***%) of
SPRT's Net Revenue over $*** from licensing of the Product Extension or the
Enhancements to such Referred Customers. For the avoidance of doubt, EAH shall
be entitled to receive *** percent (***%) of additional Net Revenue received by
SPRT for Product Extension license fees from such Referred Customers during the
Term.

          5.3  Notwithstanding the foregoing, the parties agree that EAH will
not be entitled to share in revenue received by SPRT from Referred Customers
solely for upgrades to the Product Extension that arise in connection with or
are necessary because of modifications made by SPRT to the Product Extension, if
SPRT charges for such upgrades. If any such upgrade is included as part of the
original sale of the Product Extension license to the Referred Customer, then
EAH will be entitled to its share of the Net Revenue from that sale pursuant to
Section 5.2, other than the portion of the Net Revenue attributable to the
upgrade.

          5.4  EAH's share of the Net Revenues, if any which may accrue under
this Amendment will be payable on a quarterly basis throughout the Term and will
be payable by SPRT within 60 days after the end of each calendar quarter. Along
with each payment, SPRT will provide EAH with a report detailing the amount of
Net Revenues paid hereunder. Such report will include, at a minimum, Referred
Customer name, date of purchase, installation date, calculation of Net Revenue
and EAH's share of the Net Revenue. SPRT will pay in United States dollars.

     6.   Term and Termination.
          --------------------

          6.1  This Amendment shall take effect as of the Amendment Effective
Date and shall continue in effect, unless and until terminated in accordance
with this Section, during the Term.

          6.2  The term of the Agreement, as set forth in Section 14.1 of the
Agreement, shall be extended to be co-terminus with this Amendment. Section
14.2.1 of

                                       5

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

the Agreement shall no longer have any force or effect.  Notwithstanding the
foregoing, termination of this Amendment shall not affect the terms and
obligations of the Agreement, and in the event of termination of this Amendment,
the Agreement shall no longer be co-terminus with this Amendment.

          6.3  This Amendment shall terminate automatically upon any termination
of the Agreement.

          6.4  This Amendment may be terminated by either party if the other
party breaches any of its material obligations and fails to cure such breach
within a 30-day period after written notice of such breach.

          6.5  Upon any termination of this Amendment, only those payments that
have accrued pursuant to this Amendment prior to the effective date of
termination will survive and be payable within 60 days of the effective date of
termination, even if longer terms had been provided previously. The provisions
of Section 14.3 through 14.5 of the Agreement shall apply.

     7.   Effect of Amendment; Modification.  In the event of a conflict between
          ---------------------------------
a term or terms of this Amendment and a term or terms of the Agreement, the term
or terms in this Amendment shall control. This Amendment constitutes the entire
agreement between the parties with respect to the subject matter contained
herein, and supersedes all prior oral or written communications between the
parties with respect to the subject matter hereof, but does not supersede the
Agreement unless expressly provided otherwise in this Amendment. This Amendment
may not be modified, amended or discharged except in writing signed by duly
authorized representatives of both parties.

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

     IN WITNESS WHEREOF, the parties have executed this Amendment as of the
Amendment Effective Date.

At Home Corporation                    Support.com, Inc.

BY: /s/ Lenny Alugas                   BY: /s/ Radha R. Basu
-----------------------------              -------------------------------

NAME: Lenny Alugas                     NAME: Radha R. Basu
      -----------------------               ------------------------------

TITLE: V.P. Customer Care              TITLE: CEO & President
      -----------------------                -----------------------------

                                       6
<PAGE>

                                   Exhibit A
                          Preliminary Specifications

The Product Extension shall have the following components or capabilities:
     1.   *** with ***: SPRT shall implement *** with *** within *** (***) ***
          of acceptance of the Specifications.
     2.   The ability for *** to *** a set of *** from the ***, and to take
          appropriate action *** ("*** and ***") shall be *** by SPRT within ***
          (***) *** of *** of the Specifications.
     3.   *** of *** shall be *** by SPRT within *** (***) *** of *** of the
          Specifications.
     4.   A *** version of the *** user *** (the "***") shall be *** within ***
          (***) *** of *** of the Specifications.

                                       7

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

                                   Exhibit B

                                 License Fees

-------------------------------------------
Payment                   Due Date
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             ***
-------------------------------------------
$***             Total
-------------------------------------------

                                       8

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

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

                                                                   EXHIBIT 10.21

                              RESELLER AGREEMENT

     THIS RESELLER AGREEMENT ("Agreement") is entered as of March___, 2000 (the
"Effective Date") by and between SUPPORT.COM, INC. ("Support.com"), a Delaware
                                 -----------------
corporation, with its principal place of business at 575 Broadway Street,
Redwood City, California 94063, and Samsung SDS Co., Ltd. ("Samsung"), a Korea
corporation, with its principal place of business at 707-19, Yoksam-Dong,
Kangnam-Gu, Seoul, Korea 135-080, Korea.

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

     1.1     "Copy" means an exact copy of the software of the applicable
             ----
Product in object code form only, together with an exact copy of the related
Documentation.

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

     1.3     "Documentation" means Product related technical specification
              -------------
documentation provided by Support.com along with the applicable Product.

     1.4     "End-Users" means a third party who acquires a Copy from
              ---------
Samsung solely for its own personal or internal use at its principal place of
business and not for resale or transfer to others and who have previously agreed
in writing or via a binding shrinkwrap or clickwrap license, to be bound by a
license agreement containing terms and conditions at least as restrictive as
those set forth for the applicable Product in the Reseller License Guide
attached as Exhibit B hereto.

     1.5     "Intellectual Property Rights" means patent rights (including
              ----------------------------
patent applications and disclosures), copyrights (including copyright
applications), trade secrets, moral rights, trademarks, know-how and any other
similar rights or intangible assets recognized under any laws or international
conventions, in any country or jurisdiction in the world.

     1.6     "Marketing Materials" means any materials provided by
              -------------------
Support.com for use in advertising, promotion, sales or marketing of the
Product.

     1.7     "Product" means the products and service offerings listed on
              -------
the Product List in Exhibit A, together with the Documentation or other
packaging materials provided therewith by Support.com and includes any new
releases, bug fixes, patches, work-arounds or maintenance upgrades for the
applicable Product which are made generally available by Support.com to its
customers at no additional charge. Support.com reserves the right to change,
modify or discontinue any Product.

     1.8     "License Fee" the monthly subscription fee payable for each
              -----------
license of the Product in order to use the Product.

     1.9     "First Level Support" means all direct interaction with End-
              -------------------
Users regarding (i) the use and operation of the Product, (ii) the intake and
classification of all End-User inquiries

                              Support.com, Inc                       PAGE 1
          Proprietary and Confidential - For Intended Recipient Only
<PAGE>

regarding suspected errors in the Product and (iii) the delivery to End-Users of
error corrections, work-arounds, new releases and upgrades that Samsung is
authorized to provide to End-Users pursuant to this Agreement.

     1.10    "Second Level Support" means the resolution of suspected errors
              ---------------------
reported by End-Users that do not require access to the Product source code to
resolve and the resolution of End-User questions regarding the use and operation
of the Products, including, without limitation, (i) having qualified, trained
Samsung technical employees isolate errors and determine possible workarounds,
(ii) reviewing all reported errors to determine if such error is the result of
software or hardware other than the Products, (iii) if error continues to
persist, providing Support.com a written notification via e-mail of the error in
the Product along with the product version, severity, all steps taken to isolate
and or resolve the problem,  and reasoning why Samsung believes it is a Third
Level Support problem; and (iv) assigning an engineer to work with Support.com
to recreate and resolve the problem as well as test the patch, if any.

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

     1.12    "Territory" means the geographical area set forth on Exhibit A.
              ---------

     1.13    "Order" is defined at Section 6.1.
              ------

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

     2.1     License Grant.  In consideration for the payment of fees set
             -------------
forth in Section 6 of this Agreement, and subject to the limitations set forth
in Section 2.2 hereof and to the other terms and conditions of this Agreement:

     (a)     License to make Copies. Support.com hereby grants to Samsung,
during the term of this Agreement, a royalty bearing, non-exclusive, non-
transferable license in the Territory to make Copies of the Product solely for
the purpose of use and distribution of such Copies in accordance with this
Agreement.

     (b)     License to Distribute and Sublicense Copies. During the term of
this Agreement, a non-exclusive, non-transferable license to distribute and
sublicense Copies in the Territory, either as a stand-alone product or as part
of a bundled service offering, for limited terms of at least *** (***) *** and
no more than *** (***) *** ("Term Sublicenses") but only to End-Users for which
Samsung places an Order in accordance with this Agreement and pays Support.com
fees in accordance with Exhibit A. Notwithstanding the foregoing, in the event
Samsung seeks to distribute and sublicense additional Copies to a single End-
User, the term of the original Term Sublicense for such End-User must be
extended such that all Copies sublicensed by a single department or division of
a certain End-User are co-terminus. On a case-by-case basis and only upon
consent from Support.com, Samsung may sublicense additional Copies which are not
co-terminus. On a case-by-case basis and only upon consent from Support.com,
Samsung may license

                              Support.com, Inc                       PAGE 2
          Proprietary and Confidential - For Intended Recipient Only

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

the Products with a perpetual term; in such case, except as otherwise stated,
all references to "Term Sublicenses" mentioned herein shall apply to such
perpetual use licenses.

     (c)     License to use Copies in Providing Service. A non-exclusive, non-
transferable license to use the Copies in the Territory to provide a bundled
service offering to End-Users with Term Sublicenses granted in accordance with
Section 2.1(b) for the duration of each such Term Sublicense, but only for End-
Users for which Samsung places an Order in accordance with this Agreement and
pays Support.com fees in accordance with Exhibit A. Notwithstanding the
foregoing, in the event Samsung seeks to distribute and sublicense additional
Copies to provide the bundled service to a single department or division of a
certain End-User, the term of the original Term Sublicense for such End-User
must be extended such that all Copies sublicensed by a single End-User are co-
terminus. On a case-by-case basis and only upon consent from Support.com,
Samsung may sublicense additional Copies which are not co-terminus. In the event
Samsung seeks to customize the Healing Agent, it may only customize the user
interface of the Healing Agent and must comply with the user interface
requirements set forth in Support.com's standard User Interface Guidelines,
which are incorporated herein by this reference; at least ten (10) days prior to
the distribution of each different customized Healing Agent, Samsung shall
provide Support.com with one (1) fully enabled copy of such customized Healing
Agent, at no charge, for use by Support.com solely for license, trademark, and
user interface guidelines compliance verification purposes.

     (d)     License to use Copies Internally. During the term of this
Agreement, a non-exclusive, non-transferable license to use the number of Copies
internally to support Samsung employees provided that Samsung places an Order in
accordance with this Agreement and pays Support.com fees as set forth in Exhibit
A. Usage by Samsung shall be subject to the terms and conditions for the
applicable Product, as set forth in the Reseller License Guide. Unless otherwise
agreed upon by Support.com in writing, the term of such internal use licenses
shall be *** (***) months. Notwithstanding the foregoing, in the event Samsung
seeks to license additional Copies for internal usage by a single department or
division, the term of the original licenses must be extended such that all
Copies licensed for internal usage are co-terminus. On a case-by-case basis and
only upon consent from Support.com, Samsung may sublicense additional Copies
which are not co-terminus.

     (e)     License for Marketing Materials. Support.com hereby grants to
Samsung, during the term of this Agreement, a non-exclusive, non-transferable
license in the Territory to make exact copies of the Marketing Materials and to
use such copies in the Territory for the sole purpose of marketing, advertising
and promoting the Products or Samsung's service offering bundled with the
Products.

     2.2     Limitations.
             -----------

     (a)     Deployment. Samsung shall be responsible for deployment and
implementation of the Product. Any assistance provided by Support.com with such
deployment and implementation shall be considered Consulting Services and
subject to a fee as set forth in Section 5.2 of this Agreement.

     (b)     Bundling Limitations. Under no circumstances may the Product or
Copies be bundled with competing products. For purposes of this Agreement,
"competing products" means self-healing, self-servicing, and assisted service
software packages designed to solve break/fix and

                              Support.com, Inc                       PAGE 3
          Proprietary and Confidential - For Intended Recipient Only

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

"how-to" computer problems, including but not limited to ***'s software
solution.  This bundling limitation shall not prevent Samsung from selling,
distributing, or developing competing products to be sold separately from the
Products, provided Samsung does not breach this Agreement, including but not
limited to Section 11.  Notwithstanding the foregoing, in order to maintain its
standing as the *** in the *** (as set forth in Section III. of Exhibit A),
Samsung shall not sell, distribute, or develop competing products for sale in
the *** for the period beginning on the Effective Date and ending December 31,
2001.

     (c)     Copying Limitations. Samsung may only make Copies of the Product at
its own facilities and may not permit any other third party to make Copies of
the Products without Support.com's prior written approval. Samsung shall
reproduce on all Copies of the Products, the unaltered copyright and proprietary
information notices that are affixed to the original copy of the Product
delivered to Samsung by Support.com, or any subsequent version or update thereof
provided by Support.com to Samsung. Samsung shall make only the minimum number
of Copies of the Product as is necessary for Samsung to exercise the license
grants in Section 2.1.

     (d)     No Delegation. Except as expressly provided herein, Samsung may not
use subdistributors, agents, resellers or otherwise sublicense its rights or
delegate any of its obligations hereunder in any manner.

     (e)     End-User Limitations. Each sublicense of the Products must be
pursuant to an agreement in writing or via a binding shrinkwrap or clickwrap
license, under which the End-User agrees to be bound by a license agreement
containing terms and conditions at least as restrictive as those set forth for
the applicable Product in the Reseller License Guide attached as Exhibit B
hereto. Samsung shall not make Copies, distribute or sublicense any releases,
bug fixes, patches, work-arounds or maintenance upgrades of the Product that are
provided to Samsung by Support.com as Third Level Support to End-Users for whom
Samsung has not paid to Support.com the required maintenance and support fees.
End-User license agreements shall not be transferable or sublicensable.

     (f)     Retention of Ownership. Except as expressly licensed to Samsung
herein, Support.com and its licensors retain all right and title to (i) all
Intellectual Property Rights related to the Product, Copies, Marketing Materials
or copies thereof (by whomever produced) and (ii) all Intellectual Property
Rights of Support.com. Samsung shall take any reasonable actions requested by
Support.com, including the execution, registration and recordation of
instruments, that may be necessary or appropriate to assign these rights to
Support.com or its licensor or perfect these rights in Support.com's or its
licensor's name. Samsung will have no right to receive or license any source
code with respect to any Product. Support.com and its licensors reserve all
rights and licenses to the Product not expressly granted to Samsung hereunder.
Samsung shall acquire no right, title or interest in any Intellectual Property
related to the Product or any Copies thereof (by whomever produced) other than
the license rights as described by Section 2.1 of this Agreement. All usage of
such Intellectual Property shall inure to Support.com's benefit. Samsung shall
not at any time do any act which would impair such Intellectual Property Rights.
Samsung agrees to take no action inconsistent with Support.com's ownership of an
interest in such Intellectual Property, or assist any third party in doing the
same.

                              Support.com, Inc                       PAGE 4
          Proprietary and Confidential - For Intended Recipient Only

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

     SECTION 3.  TERM AND TERMINATION
                 --------------------

     3.1     Term.  This Agreement shall become effective as of the Effective
             ----
Date and, unless terminated earlier as provided herein, this Agreement shall
remain in effect for an initial term of four (4) years following the Effective
Date.  After the initial term, this Agreement shall renew automatically for
subsequent one (1) year terms, unless either party provides written notice to
the other of nonrenewal at least ninety (90) days prior to anniversary of the
Effective Date.

     3.2     Termination.
             -----------

     (a)     Either party shall have the right to terminate this Agreement if
the other party materially breaches any material provision of this Agreement and
fails to cure such breach within thirty (30) days (other than Samsung's
obligation to pay fees hereunder when due) after receipt of written notice
describing the breach; provided however that the cure period with respect to
breaches of any payment obligations shall be ten (10) days after receipt of
written notice.

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

     (c)     Either party shall have the right to terminate immediately upon
written notice to the other party if the other party shall attempt to seek
protection under any bankruptcy, receivership, trust deed, creditors
arrangement, or comparable proceeding or if any such proceeding is instituted
against the other party or such other party makes a general assignment for the
benefit of creditors.

     (d)     This Agreement may be terminated upon the mutual agreement of the
parties therein.

     3.3     Termination Duties. Upon termination or expiration of this
             ------------------
Agreement (i) all rights and licenses of Samsung hereunder shall terminate, (ii)
Samsung shall immediately deliver the report required by Section 7.1 hereof; and
(iii) Samsung shall immediately return to Support.com all Confidential
Information, the Golden Master and all Copies of the Product and any other
related materials in its possession, custody or control (including all copies or
embodiments thereof) accompanied by an affidavit of an officer of Samsung
certifying that Samsung has complied with all of its obligations contemplated by
this Section 3.3. The following sections shall survive, in accordance with their
terms, any expiration or termination of this Agreement: 1, 2.2, 3, 5, 6, 7, 9,
10, 11, 12, 13, 14.

     3.4     Post-Termination Matters.
             ------------------------

     (a)     Survival of End-User Licenses; Payment Immediately Due. If this
Agreement expires or is terminated for any reason, each Term Sublicense properly
granted to End-Users prior to such expiration or termination (the "Continuing
Term Sublicenses") shall remain in effect until the end of the then current term
of such Term Sublicense, and may not be renewed or extended. Immediately upon
any termination or expiration of this Agreement, Samsung will pay to Support.com
all fees attributable to Term Sublicenses, whether or not currently due, and all
Third Level Support Fees accrued as of the expiration or termination date.

     (b)     Limited Survival of this Agreement. Upon expiration of this
Agreement or upon termination of this Agreement by Samsung pursuant to Sections
3.2, the provisions of this

                              Support.com, Inc                       PAGE 5
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

Agreement (including, without limitation, Sections 5, 6 and 8 hereof) shall
survive with respect to any Continuing Term Sublicenses, and internal usage
licenses, properly granted under this Agreement for the sole and exclusive
purposes of allowing Samsung to fulfill any orders accepted and provide
outsourcing services and any maintenance and support obligations pursuant to
agreements with End-Users entered into prior to such expiration or termination
by Samsung; Support.com shall continue to provide Third Level Support service
provided the applicable fees have been paid.  Such survival shall continue until
the earlier of (a) such time as such obligations to End-Users shall terminate or
expire or (b) *** years following such termination of this Agreement, subject to
earlier termination due to Samsung's breach of the surviving obligations.

     (c)     Immediate Termination Rights. Upon the earlier of expiration of the
*** year period provided in Section 3.4(b) or termination of this Agreement by
Support.com pursuant to Sections 3.2, (i) all licenses granted to Samsung under
this Agreement shall terminate, and (ii) Samsung shall (a) provide Support.com
with (y) the names and contact information for the End-Users granted Term
Sublicenses under this Agreement and (z) the remaining term of any Continuing
Term SubLicenses and the remaining term of the maintenance and support
obligations ("Remaining Licenses"), and (b) Samsung shall pay to Support.com the
outstanding balance, whether or not currently due, of any License Fees owed to
Support.com for such Remaining Licenses and pay to Support.com the remaining
amount, whether or not currently due, of any and all maintenance and support
fees with respect to obligations owed to End-Users.

     (d)     No Renewal, Extensions or New Sublicenses. Notwithstanding anything
to the contrary herein, following the termination or expiration of this
Agreement, Samsung shall not be permitted to renew or extend the term of any
End-User Term Sublicense, internal use license, or maintenance and support
obligations with respect to the Products and Samsung may not enter into any new
sublicense agreements or maintenance and support arrangements with respect to
the Products.

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

     3.6     Disclaimer. Except as specifically provided herein, if either party
             ----------
is entitled under local law or otherwise for any special payment or termination
indemnity as a consequence of termination or expiration of this Agreement, such
party hereby waives and disclaims, to the fullest extent permitted by law, any
right to such payment or indemnity.

     3.7     Limitation on Liability. Except as expressly set forth in this
             -----------------------
Section 3, neither party shall incur any liability whatsoever for any damage,
loss or expenses of any kind suffered or incurred by the other (or for any
compensation to the other) arising from or incident to any termination of this
Agreement pursuant to its. NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR
COMPENSATION, REIMBURSEMENT OR DAMAGES ON ACCOUNT OF THE LOSS OF PROSPECTIVE
PROFITS OR ANTICIPATED SALES OR ON ACCOUNT OF EXPENDITURES, INVESTMENTS, LEASES
OR COMMITMENTS IN CONNECTION WITH

                              Support.com, Inc                       PAGE 6
          Proprietary and Confidential - For Intended Recipient Only

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

THE BUSINESS OR GOODWILL OF SUPPORT.COM OR SAMSUNG BECAUSE OF TERMINATION OF
THIS AGREEMENT IN ACCORDANCE WITH ITS TERMS.

     SECTION 4. DEVELOPMENT AND DELIVERY
                ------------------------

     4.1     Delivery of Documentation and Materials.  From time to time,
             ---------------------------------------
Support.com shall deliver to Samsung the Documentation in electronic file format
and the Marketing Materials.  Samsung may only distribute the Products
accompanied by the Documentation.

     4.2    Delivery of the Products. Support.com may, at its discretion,
            ------------------------
deliver to Samsung a golden master electronic copy of the Products, in object
code format only (the "Golden Master"), or ship Products when in receipt of an
                       -------------
Order. At Support.com's request, Copies of the Product produced from a Golden
Master or other CD shall be individually enabled by an electronic or written
password (an "Enabling Key") which Support.com shall provide to Samsung upon
              ------------
Samsung's request in "blocks" or "bundles," the size of which shall be at
Support.com's sole discretion.

     4.3     Replacement Version. If at any time during this Agreement
             -------------------
Support.com notifies Samsung of the development of a replacement version or
update of the Products or any part thereof, Samsung shall use reasonable
commercial efforts to cease use and distribution of the prior version of the
Products, or the affected part thereof, within ten (10) days after Support.com
makes the replacement version or update of the Products available to Samsung.

     4.4     Testing.  Support.com will test the version of the Products as of
             -------
the Effective Date, on the Korean version of the Wintel operating system, at
Support.com's facilities. Support.com will be responsible for all certification
testing of the Korean version of the Product. In order to effect such
certification testing, Samsung will provide engineers to perform such testing at
Support.com's facilities. Samsung will have the rights to resell the generally
available Product (for the Korean version of the Wintel operating system) in
accordance with the terms of this Agreement.

     4.5     Localization. Support.com will be responsible for localization
             ------------
(i.e. language translation) of the Products with respect to the Korean version
of the Product for resale into the Asia/Pacific market. Support.com shall use
commercially reasonable efforts to make such version generally available for
resale by July 15, 2000.

     SECTION 5. SAMSUNG TRAINING AND CUSTOMER SUPPORT
                -------------------------------------

     5.1     Training.  Samsung shall use commercially reasonable efforts to
             --------
provide First Level Support and Second Level Support with similar response times
as set forth in Exhibit C.  Samsung shall use commercially reasonable efforts to
maintain on its staff a reasonable number of engineers who are assigned to
provide, and sufficiently knowledgeable about the Products' usage and deployment
as to be capable of providing the First Level Support and Second Level Support.
Samsung shall use commercially reasonable efforts to maintain appropriately
knowledgeable back up personnel for such engineers.  Support.com will provide
standard training at mutually agreed upon locations (as set forth the applicable
Order) at then-current prices.

     5.2     Consulting Services.  Subject to the payment of the applicable fee,
             -------------------
Support.com will provide thirty (30) days of consulting services to Samsung
relating to Product architecture and

                              Support.com, Inc                       PAGE 7
          Proprietary and Confidential - For Intended Recipient Only
<PAGE>

implementation, subject to fees at Support.com's then current standard rates,
plus all reasonable expenses incurred by Support.com in providing such services.

     5.3     Technical Support.
             ------------------

     (a)     First and Second Level Support. Samsung shall provide to Samsung
Customers and End-Users all First and Second Level Support with respect to the
Products, and shall distribute bug fixes, patches, work-arounds, and other
benefits of the Third Level Support (deemed by Support.com to be re-
distributable) which it receives from Support.com, as well as maintenance
upgrades, only to End-Users who have sublicensed Products and for whom Samsung
is current on the Support and Maintenance Fees as set forth Exhibit A.

     (b)     Third Level Support. With respect to the Products, subject to the
payment of the Third Level Support fees, Support.com will provide Third Level
Support directly to Samsung only. Support.com shall have no obligation to
provide Third Level Support directly to any End-User.

     (c)     Samsung will provide First and Second Level Support in a timely and
professional manner. Samsung shall only provide the benefits of Support.com's
Third Level Support to End-Users who are entitled to such benefits pursuant to
this Agreement.

     5.4     Support Contacts. Samsung will identify for Support.com two (2)
             ----------------
points of contact for managing all support communications, and an escalation
point of contact for escalating any issues related to support or maintenance.
Support.com shall identify for Samsung a primary point of contact for managing
all support communications, and an escalation point of contact for escalating
any issues related to support or maintenance services.

     SECTION 6.  ORDERS AND FEES
                 ---------------

     6.1     "Order" means a written form submitted to Support.com by Samsung
setting forth the Products to be licensed to Samsung or to an End-User. If any
term of this Agreement conflicts with any term of an issued Order, this
Agreement shall take precedence.

     6.2     Samsung will order Products by issuing an Order via U.S mail or
facsimile followed by original in U.S. mail.   Samsung acknowledges that Orders
issued to Support.com for Products shall conform to the terms and conditions of
this Agreement.  Each Order shall specify the following items for each End-User:
this Agreement number, type of Product, quantity for each type of product,
initial order or repeat order for existing End-User (or Samsung, if using for
internal purposes), duration of term, total number and type of existing
Licenses, total prepayment fees as well as catch up fees due and contact
information of End-User.  Support.com shall deliver the most current version of
the Products to Samsung.  Support.com agrees to accept Orders if they comply
with the provisions of this Agreement; otherwise acceptance of the Orders are at
Support.com's sole discretion.  No additional or different provisions proposed
by Samsung (in an Order, purchase order, or otherwise) shall apply unless signed
by both parties.

     6.3     License Fees.  Samsung shall pay Support.com a monthly license
             ------------
fee in accordance with Exhibit A per each Product licensed. Fees for the
Products shall be due in accordance with Exhibit A or a fully executed Order.
On a case-by-case basis and only upon consent from

                              Support.com, Inc                       PAGE 8
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

Support.com, Samsung may license the Products with a perpetual term; the fees
for such perpetual usage shall be determined by Support.com.

     6.4     Services Fees.  Samsung shall pay Support.com the fees with
             -------------
respect to Training, and Consulting Services provided pursuant to Section 5, at
Support.com's then-current rates.  Fees for Technical Support are set forth in
Exhibit A.

     6.5     Expenses.  Samsung shall reimburse Support.com for the expenses
             --------
incurred by Support.com pursuant to Sections 5.1 and 5.2 unless otherwise agreed
upon in a fully executed Order.

     6.6     Taxes.  Samsung shall be responsible for all taxes (except as
             -----
otherwise provided in this Section 6.6 ), duties and other governmental
assessments incurred by either party as a result of the consummation of the
transactions contemplated by this Agreement.  Samsung acknowledges and agrees
that it shall be the obligation of Samsung to report income received by Samsung
hereunder to all appropriate taxing entities, and agrees to reimburse, indemnify
and hold Support.com free and harmless from any obligation imposed by law on
Support.com to withhold taxes or other taxes.

     Support.com shall be responsible for the withholding and/or payment, as
required by law, of all federal, state and local taxes imposed on Support.com or
its employees because of the licenses or any services hereunder. Further,
Support.com shall comply with all federal and state benefits laws applicable to
Support.com or its employees, if any, including making deductions and
contributions for social security and unemployment tax for social security and
unemployment tax.  In the event that Support.com is subject to withholding tax
levied by the government of Republic of Korea which Samsung is required to
withhold with respect to the payment hereof, Samsung shall deduct such tax from
the price or payment to be paid at a rate provided in the relevant article of
the Tax Treaty between U.S.A. (or any country of any permitted assignee) and the
Republic of Korea. In which case, Samsung shall furnish to Support.com, as soon
as practicable, the official tax receipts which is applicable to such
withholding and which designates Support.com as a taxpayer, so that Support.com
can receive a credit for the amount withheld.

     6.7     Samsung's Prices. Samsung shall be solely responsible for setting
             ----------------
the pricing to End-Users and obtaining payment from End-Users. Delays or
failures in obtaining such payments will not affect Samsung's obligation to make
payments to Support.com pursuant to this Agreement.

     SECTION 7.  EXPENSES
                 --------

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

     7.2     Other than as specifically provided herein, (a) Samsung and
Support.com will not charge each other for personnel time expended in the
performance of the Agreement, nor for consulting activities intended to improve
the use or salability of the product, and (b) each of Samsung and Support.com
will be responsible for its own expenses in connection with the exercise of its
rights or performance of its obligations under this Agreement.

                              Support.com, Inc                       PAGE 9
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

     SECTION 8. REPORTS AND PAYMENTS
                --------------------

     8.1     Currency.  All payments due under this Agreement shall be made in
             --------
United States Dollars. All amounts set forth in Exhibit A are in United States
Dollars.  Support.com shall send invoices for each Order submitted by Samsung
and Samsung shall pay such invoices within thirty (30) days of the receipt of
such invoices.

     8.2     End-User Agreements. During the term of this Agreement, Samsung
             -------------------
shall promptly provide to Support.com copies of each form of End-User License
Agreement executed by End-Users.

     8.3     Late Payments. Late payments shall be subject to late payment
             -------------
interest charges at a rate of one and one-half percent (1.5%) per month or the
maximum allowed by law, whichever is lower. Payments not received by Support.com
on or before the due date which were also not recorded as due on the quarterly
report shall be subject to an additional five percent (5%) late payment penalty
fee or the maximum allowed by law, whichever is lower.

     8.4     General Reports. During the term of this Agreement and for three
             ---------------
(3) years after its termination, Samsung agrees (i) to retain all usual and
proper records and books of account and all usual and proper entries relating to
the Products and Copies sufficient to substantiate Samsung's compliance with
this Agreement, including, without limitation, reporting and payment of the
applicable fees and (ii) to allow Support.com and/or its representative to
review, audit and/or inspect Samsung's documents, financial statements, business
records, computer processors, equipment and facilities in order to verify
Samsung's compliance with the terms of this Agreement, including, without
limitation, reporting and payment of the applicable fees. All such information
shall be deemed Confidential Information and subject to Section 11. Any review,
audit and/or inspection shall be conducted during regular business hours at
Samsung's facilities on reasonable prior notice. If Support.com's or its
representative's review, audit or inspection reveals any underpayments, then
Samsung shall within thirty (30) days after notice thereof to pay Support.com
the full amount of the underpayment and any accrued late fees pursuant to
Section 8.3, running from the date payments should have been made had the
reports been accurate. If Samsung underpayment for any quarterly period exceeds
the lesser of (i) $10,000 or (ii) five percent (5%) of total amount due to
Support.com for such period, then Samsung shall reimburse Support.com for all
reasonable costs of the audit. The parties agree that any audit performed under
this Section 8.4 shall be final and binding upon the parties.

     SECTION 9.  MARKETING.
                 ---------

     Support.com and Samsung each agree to the terms and provisions with respect
to marketing which are set forth in Exhibit D attached hereto, and such terms
and provisions are hereby incorporated by reference into this Agreement.

     SECTION 10. SAMSUNG COVENANTS AND REPRESENTATIONS
                 -------------------------------------

     10.1    Samsung shall not (and shall not allow any third party) to (i)
decompile, disassemble, or otherwise reverse engineer (except to the extent that
applicable law prohibits reverse engineering restrictions) or attempt to
reconstruct or discover any source code, underlying ideas, algorithms, file
formats or programming or interoperability interfaces of the Products by any
means whatsoever, (ii)

                              Support.com, Inc                       PAGE 10
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

remove any product identification, copyright or other notices, (iii) modify, or,
except to the extent expressly authorized herein, incorporate into or with other
software or create a derivative work of any part of the Products, (iv) except as
expressly permitted by this Agreement disseminate information or analysis
(including, without limitation, benchmarks) regarding the quality or performance
of the Products from any source other than Support.com, without prior written
authorization by Support.com, (v) except as expressly permitted by this
Agreement, use the output or other information generated by the Products
(including, without limitation, output describing the structure of a software
program) for any purpose other than permitted use and distribution of the
Products, and (iv) except as expressly permitted by this Agreement, publish or
use (or cooperate in the publication or use of) any trademarks of Support.com
without Support.com's prior written consent.

     10.2    Samsung shall comply with all laws and regulations applicable to
this Agreement or the transactions contemplated hereby.

     10.3    Except to the extent prohibited by agreements between Samsung and
End-Users, Samsung shall provide Support.com with periodic information as to the
nature and frequency of desktop and/or network malfunctions encountered by the
End-Users and how such malfunctions were detected and/or repaired (whether or
not using the Products) and as to any other problems encountered with the
Products and any resolutions arrived at for those problems, and to communicate
promptly to Support.com any and all modifications, design changes or
improvements of the Products suggested by any End-User, employee or agent.
Samsung further agrees (i) that Support.com shall have any and all right, title
and interest in and to any such suggested modifications, design changes or
improvements of the Products, without the payment of any additional
consideration therefore either to Samsung, or its employees or agents and (ii)
that it will fully cooperate with Support.com in this regard.

     10.4    Samsung agrees that if the relationship between the End-User and
Samsung terminates, for any reason, Samsung shall remain liable to Support.com
for the applicable monthly fees for the original duration of the agreement
between such End-User and Samsung. Samsung shall immediately notify Support.com
of such termination and Support.com may offer the Product to such End-User, in
its sole discretion. In the event Support.com collects fees for usage of the
Product, Support.com may, at its discretion, relieve Samsung of its obligation
to pay the applicable monthly fees for such former End-Users to the extent
Support.com is collecting fees twice for the same usage.

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

     10.6    Export Restrictions. Samsung shall not (and shall not allow others
             -------------------
to) remove or export from the United States (or re-export from anywhere) any
part of the Product or any direct product hereof except in compliance with and
with all licenses and approvals required under

                              Support.com, Inc                       PAGE 11
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

applicable export laws and regulations, including without limitation, those of
the U.S. Department of Commerce.

     10.7    Privacy.  The Product contains features which may allow Samsung to
             -------
collect data from, collect data from, control and or/monitor computers running
the Product.  Samsung is solely responsible for, and assumes all liability with
respect to all such activity.  Samsung shall indemnify and hold Support.com
harmless from and against any damages, claims, losses, settlements, attorneys'
fees and other expenses related to any such activities.

     10.8    High Risk Activity.  Samsung acknowledges that the Products are not
             ------------------
intended for use in connection with any high risk or strict liability activity
(including, without limitation, air or space travel power plant operation, life
support or emergency medical operations) and that Support.com makes no warranty
and shall have no liability in connection with any use of the Products in such
situations.

     SECTION 11. CONFIDENTIALITY
                 ---------------

     11.1    Each party agrees that it will hold in strict confidence and not
disclose the Confidential Information of the other party to any third party and
to use the Confidential Information of the other party for no purpose other than
the purposes expressly permitted by this Agreement.  Each party shall only
permit access to the other party's Confidential Information to those of its
employees having a need to know and who have signed confidentiality agreements
containing terms at least as restrictive as those contained in this Section 11.
Each party shall maintain the confidentiality and prevent accidental or other
loss or disclosure of any Confidential Information of the other party with at
least the same degree of care as it uses to protect its own Confidential
Information but in no event with less than reasonable care.

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

     SECTION 12. LIMITED LIABILITY
                 ------------------

     NOTWITHSTANDING ANYTHING IN THIS AGREEMENT TO THE CONTRARY, NEITHER
SUPPORT.COM NOR ITS SUPPLIERS SHALL BE LIABLE OR OBLIGATED WITH RESPECT TO ANY
SUBJECT MATTER OF THIS AGREEMENT OR UNDER CONTRACT, NEGLIGENCE, STRICT LIABILITY
OR ANY OTHER LEGAL OR EQUITABLE THEORY (I) FOR ANY AMOUNTS IN EXCESS IN THE
AGGREGATE OF THE FEES PAID

                              Support.com, Inc                       PAGE 12
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

TO SUPPORT.COM BY SAMSUNG WITH RESPECT TO THE COPIES OF THE PRODUCTS THAT
ARE THE SUBJECT OF THE CLAIM DURING THE TWELVE MONTH PERIOD PRIOR TO THE CAUSE
OF ACTION, (II) FOR ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING,
WITHOUT LIMITATION, FOR ANY COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY,
SERVICES OR RIGHTS); (III) FOR INTERRUPTION OF USE OR LOSS OR CORRUPTION OF
DATA; OR (IV) FOR ANY MATTER BEYOND ITS REASONABLE CONTROL.  SOME STATES DO NOT
ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE
ABOVE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO SAMSUNG.

     SECTION 13. INDEMNIFICATION
                 ---------------

     13.1    By Support.com.  Support.com shall indemnify and hold harmless
             --------------
Samsung against all damages, costs, expenses, liabilities and losses (including
reasonable attorneys' fees and expenses) (collectively, "Damages") arising out
of any claim of infringement of a valid, registered United States copyright or
United States trademark or misappropriation of a United States trade secret is
asserted against Samsung by a third party based upon Samsung's sublicensing,
distribution or marketing of the Products in full compliance with this Agreement
or Samsung's use, in full compliance with this Agreement, of Support.com's
trademarks in the sales, distribution or marketing of the Products; provided,
that, in each case, Support.com shall have (x) received from Samsung written
notice of said claim within ten (10) days of the assertion thereof; (y) have
received from Samsung the exclusive right to control and direct the
investigation, defense, or settlement of such claims; and (z) received the
complete cooperation and assistance of Samsung.  In the event Support.com
reasonably believes that any Product infringes a third party Intellectual
Property Rights, Support.com may either:  (1) substitute for such Product
substantially similar programs and documentation, (2) procure for Samsung the
right to continue using such Product or (3) terminate this Agreement upon thirty
(30) days advance written notice and refund the license fees paid for the
Product that is the subject of the claim less depreciation as calculated on an
eight-year straight-line basis commencing as of the Effective Date.  This
Section 13.1 sets forth Samsung's sole and exclusive remedy with respect to any
claim of Intellectual Property Rights infringement.  The foregoing obligations
of Support.com do not apply (A) with respect to Product which is modified after
shipment by any party other than Support.com, if the alleged infringement
relates to such modification, (B) with respect to Product that was combined with
any non-Support.com products, processes or materials where the alleged
infringement relates to such combination, (C) where the allegedly infringing
activity continues after Support.com has notified Samsung thereof or after
Support.com has informed Samsung of modifications that would have avoided the
alleged infringement, (D) where Samsung's use of the Product is incident to an
infringement not resulting primarily from the Product, or (E) with respect to
infringement based on use of a version other than the then current version of
the Product if such infringement could have been avoided by use of the then
current version.

     13.2    By Samsung. Samsung shall indemnify and hold harmless Support.com
             ----------
against Damages arising out of (i) any claim arising from Samsung's actions or
omissions in its marketing, advertising, sales, distribution or sublicense of
the Products, (ii) any claim of infringement of a valid, registered trademark is
asserted against Support.com by a third party based upon Support.com's use, in
full compliance with this Agreement, of Samsung's trademarks in connection

                              Support.com, Inc                       PAGE 13
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

with the marketing or advertising of the Products, and (iii) any breach of any
covenant required to be performed by Samsung hereunder; provided, that, in each
case Samsung shall have (x) received from Support.com notice of said claim
within ten (10) days of the assertion thereof; (y) have received from
Support.com the exclusive right to control and direct the investigation,
defense, or settlement of such claims; and (z) received complete cooperation and
assistance of Support.com.

     SECTION 14. WARRANTY DISCLAIMER
                 -------------------

     14.1    Limited Warranty.  Support.com warrants and represents to Samsung
             ----------------
that for a period of ninety (90) days from the initial delivery of the Products
by Support.com, such Products, if operated as directed, will substantially
achieve the functionality described in the Documentation.  Support.com warrants
that the media provided by Support.com to Samsung containing the Products will
be free from defects in material and workmanship and will so remain for ninety
(90) days from the delivery of the Products by Support.com.

     14.2    Support.com's sole liability (and Samsung's exclusive remedy) for
any breach of the warranties under this Section 14 shall be, in Support.com's
sole discretion, to use commercially reasonable efforts: (i) to replace
Samsung's defective Products; or (ii) to advise Samsung how to achieve
substantially the same functionality with the Products as described in the
Documentation through a procedure different from that set forth in the
Documentation; or (iii) if the above remedies are impracticable, to refund the
license fee paid for the Products and terminate this Agreement. Support.com
shall have no obligation with respect to a warranty claim unless notified of
such claim and provided evidence of the license purchase within the applicable
warranty period. Support.com will use reasonable commercial efforts to repair,
replace, advise or refund pursuant to the foregoing warranty within thirty (30)
days of being so notified.

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

     14.4    THE PROVISIONS OF SECTION 14.1 ABOVE CONSTITUTE A LIMITED WARRANTY,
AND IT IS THE ONLY WARRANTY MADE BY SUPPORT.COM OR ITS SUPPLIERS OR SAMSUNGS TO
ANY PERSON. NO DEALER, AGENT OR EMPLOYEE OF SUPPORT.COM IS AUTHORIZED TO MAKE
ANY MODIFICATIONS, EXTENSIONS OR ADDITIONS TO THIS LIMITED WARRANTY. SUPPORT.COM
MAKES NO OTHER REPRESENTATION OR WARRANTY OF ANY KIND WHETHER EXPRESS OR IMPLIED
(EITHER IN FACT OR BY OPERATION OF LAW) WITH RESPECT TO THE PRODUCTS OR OTHER
MATERIALS PROVIDED BY SUPPORT.COM. EXCEPT AS OTHERWISE EXPRESSLY PROVIDED IN
THIS AGREEMENT, SUPPORT.COM EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF NON-
INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. SUPPORT.COM
DOES NOT WARRANT THAT THE PRODUCTS ARE ERROR-FREE OR THAT OPERATION OF THE
PRODUCTS WILL BE SECURE OR UNINTERRUPTED. SAMSUNG MAY HAVE OTHER STATUTORY
RIGHTS. HOWEVER, TO THE FULL EXTENT PERMITTED BY LAW, THE DURATION OF
STATUTORILY REQUIRED WARRANTIES, IF ANY, SHALL BE LIMITED TO THE ABOVE LIMITED
WARRANTY PERIOD. MOREOVER, IN NO EVENT WILL WARRANTIES PROVIDED BY LAW, IF ANY,
APPLY UNLESS THEY ARE REQUIRED TO APPLY.

                              Support.com, Inc                       PAGE 14
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

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

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

     15.2    Assignment. Neither party may assign this Agreement, in whole or in
             ----------
part, without the other party's written consent, except that either party may
assign this Agreement in connection with a merger, acquisition, reorganization,
to a successor of all or substantially all of the business and assets of such
party, or to a wholly-owned subsidiary or Affiliate provided that the assigning
party promptly notify the non-assigning party of such assignment in writing and
provide written evidence that the assignee has assumed all of the obligations of
the assigning party under this Agreement. An "Affiliate" is a company that
controls or is controlled by or is under common control with Licensee. Subject
to the foregoing, the provisions of this Agreement shall apply to bind the
successors and permitted assigns of the parties. Any attempted assignment or
other transfer of this Agreement shall be null and void.

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

     15.4    Governing Law and Legal Actions. This Agreement shall be governed
             -------------------------------
by and construed under the laws of the State of New York and the United States
without regard to conflicts of laws provisions thereof and without regard to the
United Nations Convention on Contracts for the International Sale of Goods. If
any conflict or dispute arises out of, or in connection with, this Agreement,
the first attempt at resolution shall be amicable negotiation and reconciliation
between the parties hereto. If no resolution can be reached amicably, all
disputes, controversies, claims, or differences, which may arise between the
parties, out of, in relation to, or in connection with this Agreement, including
without limitation, the breach thereof, but excluding any claim for breach of
Support.com's intellectual property, shall be referred to and finally settled by
arbitration. The arbitration shall take place in New York, in accordance with
its Rules of Conciliation and Arbitration of the International Chamber of
Commerce. The award rendered in arbitration shall be final and binding upon both
parties. The sole jurisdiction and venue for claims not arbitrated shall be the
New York state and U.S. federal courts located in New York. Both parties consent
to the jurisdiction of such courts and agree that process may be served in the
manner provided herein for giving of notices or otherwise as allowed by New York
state or U.S. federal law. In any action or proceeding to enforce rights under
this Agreement, the prevailing party shall be entitled to recover costs and
attorneys' fees.

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

     15.6    Notices. Notices under this Agreement shall be sufficient only if
             -------
personally delivered, delivered by a major commercial rapid delivery courier
service or mailed by certified or

                              Support.com, Inc                       PAGE 15
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

registered mail, return receipt requested to a party at its addresses first set
forth herein or as amended by notice pursuant to this subsection.  If not
received sooner, notice by mail shall be deemed received 5 days after deposit in
the U.S. mail.

     15.7    Entire Agreement. This Agreement supersedes all proposals, oral or
             ----------------
written, all negotiations, conversations, or discussions between or among
parties relating to the subject matter of this Agreement and all past dealing or
industry custom. This Agreement includes and incorporates herein by this
reference the Exhibits attached hereto. Any different or additional terms of any
related purchase order, confirmation, invoice, or similar form shall have no
force or effect.

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

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

     15.10   Force Majeure. If either party is prevented from performing any
             -------------
portion of this Agreement by causes beyond its control, including, without
limitation, labor disputes, civil commotion, war, governmental regulations or
controls, casualty, inability to obtain materials or services or acts of God,
then except for payment obligations, such defaulting party will be excused from
performance for the period of the delay and for a reasonable time therefore.

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

Samsung SDS Co., Ltd.:                SUPPORT.COM, INC.:

By: /s/ Hyun Soo Choi                 By: /s/  Radha R. Basu
   --------------------                  ----------------------

Name: Hyun Soo Choi                   Name: Radha R. Basu
     ------------------                    --------------------

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

                              Support.com, Inc                       PAGE 16
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

                                   EXHIBIT A

                                Product and Fees

The fees payable by Samsung to Support.com for the use or resale of the
Support.com Products depend upon the environment in which the Samsung or its
customer is using the products.

I.  PRODUCT LIST
    ------------

SUPPORT.COM SUPPORT CENTER
--------------------------
Healing Agent License
Healing Console License
Support.com Server License

Components include:
 .    Healing Console
 .    Administrative Console
 .    Healing Agent
 .    DNA Editor
 .    Vault Manager
 .    Data Mover
 .    Support.com Server

SUPPORT PORTAL LICENSE
Components include:
 .    Web Application
 .    Nexus

FOUNDRY LICENSE
Components include:
 .    DNA Editor
 .    Web Author
 .    Content Action Integrator

II.  PRICING
     -------

     All pricing is set forth in United States dollars.

     A.  INTERNAL USAGE:

     In the event Samsung uses the Products for internal usage, Samsung shall
     pay Support.com in accordance with the following schedule:

     SUPPORT CENTER PRICING:

Number of Healing Agent Licenses Ordered at One Time  Fee Per Healing Agent
License Per

Up to *** Licenses                                   $***
***-*** Licenses                                     $***
***-*** Licenses                                     $***
***-*** Licenses                                     $***
***-*** Licenses                                     $***

                              Support.com, Inc              Schedule A  PAGE 17
          Proprietary and Confidential - For Intended Recipient Only

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

FOUNDRY PRICING:

Monthly Fee, per Foundry
$***

     SUPPORT PORTAL PRICING:

Number of Agent Licenses                   Monthly Fee, Per Portal^^***

***                                        $***

***                                        $***

***                                        $***

***                                        $***

 .    The duration (term) of each License is 36 months.

 .    The duration of each License shall be extended to be co-terminus with
     subsequent orders of additional Healing Agent Licenses for internal usage
     by a single department or division; decreased monthly fees per license
     shall apply, if at all, only in the event the licenses are extended to be
     co-terminus with subsequent orders. On a case-by-case basis and only upon
     consent from Support.com, Samsung may sublicense additional licenses which
     are not co-terminus.

 .    Licenses for internal usage must be licensed in minimum increments of ***
     (***)

 .    A Order in the form set forth on Section 6.2 must be issued before Licenses
     can be deployed by Samsung for internal usage.

 .    Samsung must prepay *** (***) *** of fees for each License licensed for
     internal use; such prepayment is due sixty (60) days from the date of the
     Order. Samsung must also pay a "catch up prepay" for previously ordered
     Licenses in an amount equal to the number of months each License is
     extended to be co-terminus with the current order multiplied the monthly
     rate for the cumulative number of licenses in accordance with the pricing
     above. After the expiration of the *** (***) prepaid months, Samsung must
     prepay *** (***) months in advance until the remaining *** (***) months of
     the term expires.

 .    *** for a single Order can be *** by Samsung's *** of the ***, as follows:
     in the event Samsung *** twenty-four (24) months, Samsung shall be entitled
     to an ***% ***, and in the event Samsung *** thirty-six (36) months,
     Samsung shall be entitled to ***% ***.

 .    License fees may not be prorated for any month, and License fees shall
     start accruing on the 1st day of the calendar month in which the Order is
     received.

 .    Notwithstanding anything to the contrary in the Agreement, upon the license
     of Healing Agents, Samsung is deemed to have licensed *** of Support.com
     Server Licenses and Support.com Healing Console Licenses provided such
     Licenses are used solely for internal usage to support Samsung's employees.

 .    Third Level Support is *** in this ***.

     B.      OUTSOURCING SERVICES TO BUSINESSES:

     In the event Samsung distributes Healing Agents to assist in the provision
     of technical support services to third party businesses, Samsung shall pay
     Support.com as follows:

                              Support.com, Inc            Schedule A  PAGE 18
          Proprietary and Confidential - For Intended Recipient Only

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

         SUPPORT CENTER PRICING:
<TABLE>
<CAPTION>

 Quantity Based Discount                      Healing Agent Licenses  Healing Console      Support.com Server
                                              Licenses                   Licenses              Licenses
Number of Agent       Discount                Monthly Fee, per        Monthly Fee, per   Monthly Fee, per Server
Agent Licenses        Off List                Agent License           Console License         License
<S>                 <C>                      <C>                      <C>                    <C>
                      List Price              $***                    $***                    $***
***                     ***%                  $***                    $***                    $***
***                     ***%                  $***                    $***                    $***
***                     ***%                  $***                    $***                    $***
***                     ***%                  $***                    $***                    $***
***                     ***%                  $***                    $***                    $***
***                     ***%                  $***                    $***                    $***
***                     ***%                  $***                    $***                    $***

</TABLE>

FOUNDRY  PRICING:

Monthly Fee, per Foundry License   $***

SUPPORT PORTAL PRICING:

Number of Agent Licenses              Monthly Fee, Per Portal

          ***                                  $***
          ***                                  $***
          ***                                  $***
          ***                                  $***

 .   This pricing is based upon the number of licenses licensed at one time for a
    distinct third party business.
 .   The duration of each License shall be extended to be co-terminus with
    subsequent orders of additional Licenses by the same department or division
    of the same third party business; decreased monthly fees per license shall
    apply, if at all, only in the event the licenses are extended to be co-
    terminus with subsequent orders. On a case-by-case basis and only upon
    consent from Support.com, Samsung may sublicense additional licenses which
    are not co-terminus.
 .   Healing Agent Licenses must be licensed in minimum increments of *** (***)
 .   This pricing is based upon a term for each license of 36 months; in the
    event Samsung resells licenses with shorter terms, the following surcharge
    on the fees set forth above, for each License, shall apply: ***% surcharge
    for a *** (***) month term and ***% surcharge for twelve (12) month term. In
    no event shall Samsung sell a license with a term of less than twelve (12)
    months or more than *** (***) months.
 .   An Order in the form set forth in Section 6.2 must be issued before Licensee
    can distribute Healing Agent Licenses to third parties; Samsung must ***
    (***) months of fees for each License; such prepayment is due sixty (60)
    days from the date of the Purchase Order. Samsung must also pay a catch up
    prepay for previously ordered Licenses in an amount equal to the number of
    months each License is extended to be co-terminus with the current order
    multiplied the monthly rate for the cumulative number of licenses in
    accordance with the pricing above. Upon expiration of the *** months,
    Samsung must *** (***) months in advance until the applicable term expires.

*   CONFIDENTIAL MATERIALS REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

<PAGE>

o    Additional discounts for a single Order for a distinct third party can be
     earned by Samsung's prepayment of the applicable fees, as follows: in the
     event Samsung *** (***) months, Samsung shall be entitled to an additional
     ***% ***, and in the event Samsung *** (***) months, Samsung shall be
     entitled to an additional ***% ***.
o    License fees may not be prorated for any month, and License fees shall
     start accruing on the 1st day of the calendar month in which the Order is
     received.
o    Samsung may not use Support.com Servers or Healing Consoles received free
     for internal use purposes for the purpose of supporting third parties;
     Samsung must instead license additional Support.com Server Licenses and
     Healing Console Licenses.
o    Third Level Support is *** in this ***.

     C.   RESALE:

     In the event Samsung sells Products to third party businesses, Samsung
shall pay Support.com as follows:

SUPPORT CENTER PRICING:

<TABLE>
<CAPTION>

Quantity Based Discount       Healing Agent        Healing Console       Support.com
                              Licenses             Licenses                     Licenses
Number of      Discount       Monthly Fee, per     Monthly Fee, per      Monthly Fee, per Server
Agent          Off List       Agent License        Console License              License
Licenses
<S>           <C>           <C>                  <C>                    <C>
                List         $***                  $***                  $***
$***            ***%         $***                  $***                  $***
$***            ***%         $***                  $***                  $***
$***            ***%         $***                  $***                  $***
$***            ***%         $***                  $***                  $***
$***            ***%         $***                  $***                  $***
$***            ***%         $***                  $***                  $***
$***            ***%         $***                  $***                  $***
</TABLE>

FOUNDRY  PRICING:

Monthly Fee, per Foundry            $***

SUPPORT PORTAL PRICING:

Number of Agent Licenses            Monthly Fee, Per

        ***                                $***
        ***                                $***
        ***                                $***
        ***                                $***

 .    This pricing is based upon the number of licenses licensed at one time by a
     distinct third party business.
 .    Healing Agent Licenses must be licensed in minimum *** of *** (***)
 .    This pricing is based upon a term for each license of 36 months; in the
     event Samsung resells licenses with shorter terms, the following surcharge
     on the fees set forth above, for each License apply: ***% surcharge for a
     *** (***) month term and ***% surcharge for *** (***) month term. In no
     event shall Samsung sell a license with a term of less than *** (***)
     months or more than *** (***).
 .    The duration of each License shall be extended to be co-terminus with
     subsequent orders of additional Licenses by the same department or division
     of the same third party; decreased monthly fees per license shall

                               Support.com, Inc.             ScheduleA. PAGE 20
          Proprietary and Confidential - For Intended Recipient Only

* CONFIDENTIAL MATERIALS REDACTED AND FILED WITH THE COMMISSION.

<PAGE>

apply, if at all, only in the event the licenses are extended to be co-terminus
with subsequent orders. On a case-by-case basis and only upon consent from
Support.com, Samsung may sublicense additional licenses which are not co-
terminus.

 .    An Order in the form set forth in Section 6.2 must be issued to before
     Licensee can distribute Products to third parties. Samsung must prepay ***
     (***) months of fees for each License; such prepayment is due thirty (30)
     days from the date of the Order. Samsung must also pay a "catch up prepay"
     for previously ordered Licenses in an amount equal to the number of months
     each License is extended to be co-terminus with the current order
     multiplied the monthly rate for the cumulative number of licenses in
     accordance with the pricing above. Upon expiration of the *** (***) ***
     months, Samsung must *** (***) months in advance until the applicable term
     expires.

 .    *** for a single Order for a distinct third party can be earned by
     Samsung's *** of the ***, as follows: in the event Samsung *** (***)
     months, Samsung shall be *** to an ***% ***, and in the event Samsung ***
     (***) months, Samsung shall be entitled to an ***% ***.

 .    License fees may not be prorated for any month, and License fees shall
     start accruing on the 1st day of the calendar month in which the Order is
     received.

 .    Third Level Support is *** in this ***.

     D.  SPECIAL RESALE PRICING:
         ----------------------
     In the event Samsung seeks to sell Products to Internet Service Providers,
     which will then distribute the Healing Agent to it's customers, Samsung
     must obtain consent from Support.com and Support.com shall assist Samsung
     in generating a license agreement which will allow the "sub-sub" license of
     the Healing Agent. Samsung shall be entitled to offer a "lite" version of
     the Healing Agent, which protects just the network connectivity and the
     related Internet Service Provider software, for $*** per Lite Healing Agent
     License per year, with a *** (***) year term.

III.     TERRITORY
         ---------
Australia, New Zealand, India, Japan, Asean countries, Hong Kong, Taiwan, Korea,
China

For the period beginning on the Effective Date and ending on December 31, 2001,
*** shall *** any other *** to *** to companies *** in the *** of the ***.
Support.com may, however, sell directly to customers in *** for such customer's
internal use, outsourcing services, or OEM purposes. This *** to *** in the ***
shall terminate in the event Samsung sells *** products (as defined in Section
2.2(b) of the Agreement) in the ***

IV.      MINIMUM COMMITMENTS
         -------------------
Samsung agrees to pay Support.com as follows:

<TABLE>
<CAPTION>

Period                               Minimum Commitment                  Minimum Commitment Due Date
<S>                                   <C>                                <C>
3/31/00--3/30/01                     $***                                $*** due ***, or if later, upon initial delivery
                                                                         of the Products tested on the Korean Wintel OS
                                                                         $*** due ****
                                                                         $*** due ****
3/31/01--3/30/02                     $***                                $*** due ****
                                                                         $*** due ****
3/31/02--3/30/03                     $***                                $*** due ****
                                                                         $*** due ****
3/31/03--3/30/04                     $***                                $*** due ****
                                                                         $*** due ****

****, if ***, upon *** of the *** localized in the ***
</TABLE>

* CONFIDENTIAL MATERIALS REDACTED AND FILED WITH THE COMMISSION.

<PAGE>

 .  License fees set forth in Orders and invoices shall be applied, at the rates
set forth in Section II above, towards the Minimum Commitment applicable to the
Period in which the Orders and invoices are issued.  Service fees shall also
apply to the Minimum Commitment applicable to the Period in which the Services
were Ordered, but only up to *** percent (***%) of such Minimum Commitment.

 .    In the event aggregate fees set forth in Orders and invoices in a
particular Period exceed the applicable Minimum Commitment, and/or to the extent
service fees exceed *** percent (***%) of the applicable Minimum Commitment,
Samsung shall pay such fees in accordance with Section II above and this
Agreement. Such payments in excess of the applicable Period's Minimum Commitment
shall not decrease subsequent Minimum Commitments or any portion of the
applicable Period's Minimum Commitment. Notwithstanding the foregoing, Samsung
shall no longer be required to pay subsequent Minimum Commitments in the event
all payments to Support.com in the aggregate equal $***, and *** percent (***%)
of such payments were license fees. Thereafter, Samsung shall be required to pay
the fees as they become due, in accordance with Section II above and the
Agreement.

 .    Each Minimum Commitment or any portion thereof is forfeited at the
expiration of the applicable Period.

These Products and the Pricing for Outsourcing, Resale, and Special Resale
Pricing are subject to change upon thirty (30) days written notice.

                              Support.com, Inc           Schedule A   PAGE 22
          Proprietary and Confidential - For Intended Recipient Only

*  CONFIDENTIAL MATERIALS REDACTED AND FILED WITH THE COMMISSION.

<PAGE>

                                  EXHIBIT B

                             RESELLER LICENSE GUIDE

                                 (see attached)

                              Support.com, Inc               Exhibit B   PAGE 23
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

                                   EXHIBIT C

                   Standard Technical Support and Maintenance
                   ------------------------------------------

During the period for which Licensee has paid the applicable support and
maintenance fee, Licensee shall be entitled to the following:

     Software Maintenance

Whenever Support.com makes Releases generally available at no additional charge
to its maintenance customers, then Support.com shall make the same available to
Licensee at no additional charge in the form such Releases are made available to
other Support.com customers licensing the same Software product licensed
hereunder.  Licensee agrees to distribute Releases of the Product on to those
third parties properly licensed to use such Products.  Licensee agrees to
install Releases within thirty (30) days of receipt and agrees that any such
Releases shall be subject to the terms and conditions applicable to the Software
as set forth in this Agreement.  Unless separately agreed to in writing,
Support.com has no obligation to correct any errors or other problems with
previous releases after the thirty (30) day period following the release of the
current Release has expired. Support.com reserves the right to define the
addition of a major element in the Software as a new product and not a Release.
Support.com shall supply documentation for Releases at its sole discretion.
Implementation and training for Releases is available from Support.com at
mutually agreeable times and at Support.com's then-current standard time and
material rates.  Licensee acknowledges and agrees that Support.com is under no
obligation to release any Releases to the Software.  Support.com is under no
obligation to modify the Software to operate on any updated versions of
operating systems or platforms.

"Releases" means generally available error corrections, bug fixes, and minor and
major releases for the same Software product licensed hereunder.

     Software Technical Support

Support.com shall provide technical support by telephone, or other electronic
means available by Support.com, during the hours of 7 a.m. to 7 p.m. (Pacific
time), Monday through Friday, excluding Support.com holidays ("Business Hours"
or "Business Days", as applicable).  All assistance shall be given in English
only to two (2) named employees of Licensee with sufficient knowledge of the
Software ("Designated Licensee Contacts"); such Designated Licensee Contacts may
be changed by Licensee from time to time by written notice to Support.com,
provided such Designated Licensee Contacts have attended appropriate Support.com
training related to the Software.  Support.com shall not be required to deal
with any person other than the Designated Licensee Contacts.  Additional
Designated Licensee Contacts can be purchased at Support.com's standard rates.
All additional assistance provided by Support.com to Licensee, including, but
not limited to, custom programming, data conversion and consulting shall be
charged at Support.com's then-current standard time and material rates.

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

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

                              Support.com, Inc               Exhibit C   PAGE 24
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

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

"Severity 2 Error": The Software contains major functional problems against the
------------------
Documentation, which Licensee is able to work around but the Software can only
be used to a limited degree (partial or limited functionality). Severity 2
Errors shall be directly reported to Support.com Technical Support by email. All
such problems. Support.com will initially respond to Licensee within one (1)
Business Day of receipt of the Severity 2 Error by Support.com. This response
will inform Licensee of the identity of Supplier personnel assigned and of the
plan to seek resolution. Support.com will in addition provide regular status
updates.

"Severity 3 Error": Software or documentation contains incorrect logic,
-------------------
incorrect descriptions, or functional problems, which Licensee is able to work
around, or where a temporary correction has been implemented (fully functional
but needs improvement). Support.com will initially respond to Licensee within
two (2) Business Days of receipt of the Severity 3 Error by Support.com. This
response will inform Licensee of the identity of the Support.com personnel
assigned and of the plan to seek resolution.  Support.com, in addition, will
provide regular status updates provided however that Support.com shall have the
right to prioritize Severity 3 Errors and include corrections for such Errors in
future releases at its sole discretion.

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

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

Exclusions.  Support.com is not required to provide any maintenance services
relating to problems arising out of (i) changes to the operating system or
environment which adversely affect the Software; (ii) use of the Software in a
manner not specified in the Documentation; (iii) accident, negligence, or misuse
of the Software; or (iv) alterations or modifications to the Software by anyone
other than Support.com.

                              Support.com, Inc             Exhibit C  PAGE 25
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

                                   EXHIBIT D

                                   MARKETING
                                   ---------

Support.com and Samsung agree to the following terms with respect to marketing
efforts as set forth below:

1.  Marketing Efforts.  Samsung shall, at its own expense, use its commercially
    -----------------
reasonable efforts to actively promote, market and license the Copies to its
customers and prospective customers.  Support.com shall provide Samsung with
Marketing Materials for this purpose. Samsung agrees (i) to conduct its
marketing, promotion and sales activities in a manner that reflects favorably at
all times on the Products and the good name, goodwill and reputation of
Support.com; (ii) to avoid deception, misleading or unethical practices that are
or might be detrimental to Support.com or the public, including but not limited
to, disparagement of Support.com or its Products, and acceptance or payment of
bribes, kickbacks or secret profits; (iii) to make no representations,
warranties or guarantees, whether express or implied, to End-Users or other
third parties with respect to the specifications, features or capabilities of
Products other than those stated in writing in the Documentation or Marketing
Materials; (iv) not to publish or use (or cooperate in the publication or use
of) any written or printed materials about the Products not provided by
Support.com without Support.com's prior written consent or any misleading or
deceptive advertising material.

2.  Trademark License.  Samsung agrees that Support.com may refer to Samsung by
    -----------------
trade name and trademark, and may briefly describe Samsung's business, in
Support.com's marketing materials and web site.  Each party hereby grants to the
other party a royalty-free, non-exclusive, non-transferable (except as set forth
in Section 15.2 of the Agreement) license to use the granting party's Marks
solely in connection with the sales and marketing of the Products pursuant to
this Agreement.

    (a)  Each party agrees to comply with the other party's then-current
         Trademark Usage Guidelines.

    (b)  Each party shall ensure that all advertisements, marketing materials or
         other documents on which the other party's Marks are placed (the
         "Marked Materials") shall not reflect adversely upon the good name of
         other party. Each party acknowledges that if the Marked Materials
         distributed by such party are of inferior quality in design, material
         or workmanship, the substantial good will which the other party has
         established and now possesses through its Marks would be impaired.
         Accordingly, each party agrees that the Marked Materials shall be of
         high standard and of such nature, style, appearance and quality as
         shall be adequate and suited to the protection of the other party's
         Marks and the goodwill associated therewith.

    (c)  Neither party shall use the other party's Marks, or any part thereof,
         as part of or in conjunction with any other names or trademarks except
         with the other party's prior written approval. Neither party shall not
         use the Support.com Marks or any confusingly similar or diluting mark,
         term or design, except as expressly authorized in this Agreement, and
         Samsung shall not attempt to register or aid any third party in using
         or attempting to register any such mark, term or design. Samsung shall
         not use any of the Support.com Marks in any manner that will indicate
         that it is using such mark other than as a licensee.

    (d)  Refusal to submit samples, or non-compliance with the provisions of
         this Agreement and/or the other party's Trademark Usage Guidelines,
         will result in the licensor party's right to revoke other party's
         license to use the licensor party's Marks.

    (e)  Each party's Marks and the goodwill associated therewith are and remain
         such party's exclusive property. The other party shall acquire no
         right, title or interest in a licensor party's Marks or the goodwill
         associated therewith, other than the limited license and right to use
         such Marks as set forth by the express terms of this Agreement. All
         usage of the other party's Marks shall inure to the licensor party's
         benefit. Neither party shall at any time do or suffer to be done any
         act which would impair the other party's Marks or the goodwill
         associated therewith. Each party shall take any actions reasonably
         requested by the other party, including the execution of instruments,
         that may be necessary or appropriate to register or otherwise confer or
         perfect the other party's rights in such party's Marks in any
         jurisdiction in such party's name. Each party agrees that it will take
         no action

                              Support.com, Inc               Exhibit C PAGE 26
          Proprietary and Confidential - For Intended Recipient Only

<PAGE>

         inconsistent with the other party's ownership of and interest in the
         other party's Marks, or assist any third party in doing any of the
         same.

    (f)  Under no circumstances will anything in this Agreement be construed as
         granting, by implication, estoppel or otherwise, any licenses or rights
         in the other party's Marks not expressly granted in this Section.

    (g)  Each party shall promptly notify the other party in writing of any
         actual or suspected infringement of the other party's Marks by a third
         party of which the party becomes aware and of any available evidence
         thereof. Each party shall cooperate, at the other party's expense, with
         the other party's efforts to investigate, terminate and recover damages
         for any actual or suspected infringement of such other party's Marks.

3.   Co-Marketing.
     ------------

    (a)  General Announcement. Both parties may communicate the general
         existence of this Agreement to other parties, including, without
         limitation, the general marketing, reseller and cooperative development
         aspects, provided, however, that specific terms and conditions,
         including without limitation, specific pricing, shall be deemed
         Confidential Information of Support.com and subject to the
         confidentiality obligations set forth in Section 11, notwithstanding
         subsections (i), (ii), or (iii) of Section 11.2.

    (b)  Joint Press Release. Both parties will cooperate to provide joint press
         releases and press and analyst communications regarding the
         relationship from time to time as mutually agreed upon. At a minimum,
         the parties will make one joint press release announcing the
         partnership shortly after this Agreement is signed.

    (c)  Joint Marketing. Support.com and Samsung will reasonably cooperate on
         joint marketing, including events, seminars, customer mailings,
         customer success stories and case studies, supporting quotes, and other
         activities as mutually agreed upon.

    (d)  Web Site Presence and Links. Samsung and Support.com will cooperate to
         develop and publish information on their respective web sites promoting
         the relationship. Samsung and Support.com each agree to include
         hyperlinks to the other party's web sites. When the hyper-links are
         activated, the End-User shall be linked directly to the parties
         respective Home Pages and not to any other Web site page. The materials
         and any information made available on each party's Web site are
         provided "AS IS AND WITHOUT WARRANTY OF ANY KIND". Materials and
         information made available on a party's Web site shall not in anyway be
         deemed a representation or warranty of that party with respect to the
         Products.

    (e)  Customer Reference. Samsung will serve as as a reference for
         Support.com and the Products, including, without limitation, providing
         executive quotes and having Samsung representatives speak upon
         Support.com's reasonable request with press, analysts, and prospective
         and current Support.com customers.

    (f)  Success Story. Samsung agrees to serve as the subject of a collateral
         piece discussing Samsung's use of the Product. Such collateral piece
         will be authored by Support.com and subject to Samsung's review and
         approval, which approval shall not be unreasonably delayed or withheld.
         The target audience for such collateral piece will be Support.com's
         prospective customers.

                              Support.com, Inc               Exhibit C   PAGE 27
          Proprietary and Confidential - For Intended Recipient Only

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