Document:

<PAGE>   1

                                                                   EXHIBIT 10.15
                                                                   -------------

[SERVICESOFT LETTERHEAD]

November 30, 1999

                             PERSONAL & CONFIDENTIAL

Mr. Steve Harrison
One Berwick Road
Lexington, MA  02420

Dear Steve:

         This letter agreement (the "Agreement") confirms the agreement that we
have reached regarding your transition and severance arrangements in connection
with the termination of your employment with Servicesoft Technologies, Inc. (the
"Company"). The purpose of this Agreement is to establish an amicable
arrangement for ending your employment relationship, including releasing the
Company from claims that you may have against it or any related companies,
releasing you from claims that the Company may have against you, and permitting
you to receive separation pay, continuation of vesting of stock options and
other benefits.

         You are entering into this Agreement voluntarily. You understand that
you are giving up your right to bring all possible legal claims against the
Company, including claims relating to your employment and termination. If you
were not to enter into this Agreement and were to bring any claims against the
Company, the Company would dispute the merits of those claims and would contend
that it acted lawfully and for good business reasons with respect to you.

         You understand that be entering into this Agreement, the Company is not
admitting in any way that it violated any legal obligation that it owed to you
or to any other person.

         With those understandings and in exchange for the promises of you and
the Company set forth below, you and the Company agree as follows:

         1.       EMPLOYMENT ARRANGEMENTS

         You and the Company acknowledge and agree that in lieu of the severance
benefits and other terms to which you may have been entitled under the
employment offer letter dated September 4, 1998 ("Employment Agreement") by and
between you and the Company, the Employment Agreement shall be deemed terminated
in its entirety and superseded by this Agreement. Furthermore, any references to
the Employment Agreement in this Agreement are made for definitional purposes
only, and not with the intention of incorporating any other part of the
Employment Agreement in this Agreement.

<PAGE>   2

         By entering into this Agreement, you acknowledge that your employment
with the Company as Chief Financial Officer shall continue until December 10,
1999 (the "Transition Period"). In that capacity, you shall report to Chris
Butler, the current President and CEO, and devote substantially all of your
working time and attention to the Company's business and shall diligently and in
good faith promote the interests of the Company as directed by the President and
CEO and the Board of Directors. You further acknowledge that your employment
with the Company may be terminated at any time prior to the end of the
Transition Period upon written notice from the President and CEO and shall, in
any event, terminate without any further action or notice upon the end of the
Transition Period.

         2.       PAY

         (a)      SALARY

         The Company shall pay your current salary to you in semi-monthly
installments of $5,416.67 through the date your employment with the Company is
terminated as provided in Section 1 (the "Termination Date"). The Company shall
also pay you for any accrued but unused vacation pay as of December 31, 1999.
The vacation payment will be made in mid-January.

         (b)      SEVERANCE PAY

         The Company will pay you Severance Pay, on a semi-monthly basis, at the
rate of your current salary from the Termination Date through July 7, 2000 (the
"Severance Period").

         (c)      BONUS

         The parties hereby acknowledge and agree that the Company shall pay you
an annual performance bonus for calendar year 1999 as provided in the current
senior management bonus plan approved by the Company's Board of Directors in
April 1999, which such bonus shall be paid after the end of the calendar year
and be calculated on a full year of service. The bonus will be a comparable
percent to that paid to the other members of the senior management team.

         3.       BENEFITS

         By signing this Agreement, you are exercising your right to continue
receiving group medical and dental insurance benefits to the extent authorized
by and consistent with 29 U.S.C. ss. 1161 ET SEQ. (commonly known as "COBRA")
from and after the Termination Date. Your rights and obligations under COBRA are
generally described in the Company's notice to you concerning COBRA rights and
obligations. Notwithstanding the terms of the COBRA notice, during the Severance
Period the Company will continue to pay on your behalf all short and long term
disability insurance, medical and dental insurance premiums, provided that you
otherwise remain eligible for COBRA coverage. In addition, you will be eligible
to continue these short and long term disability coverages by reimbursing the
Company for the premiums for a period of time comparable to the COBRA provisions
for health and dental insurances.

                                       2
<PAGE>   3
         4.       STOCK OPTIONS

         We will immediately vest stock options (9,750 options) through 7/6/2000
in accordance with the Company's standard vesting schedule as outlined in your
offer letter. This additional vesting brings the number of vested shares to
35,746, which represents the total number of options available to you. You may
exercise the vested options, as outlined in the Company's Stock Option Plan,
anytime prior to 9/30/2000.

This Agreement shall not be construed to limit your ability to enter into any
mutually acceptable agreement with the Company whereby your services are
continued as an employee, consultant or Director.

         5.       GENERAL RELEASES OF CLAIMS

         (a)      GENERAL RELEASE OF CLAIMS BY YOU

         For good and valuable consideration, the sufficiency of which is hereby
acknowledged, you hereby irrevocably and unconditionally release, acquit and
forever discharge the Company, its predecessors, subsidiaries, successors,
affiliates, and assigns, and the directors, officers, employees, shareholders,
members and representatives of any of the foregoing, and all persons acting on
behalf or through any of the foregoing (any and all of whom or which are
hereinafter referred to as "Servicesoft"), from any and all charges, complaints,
claims, liabilities, obligations, promises, agreements, controversies, damages,
actions, causes of action, suits, rights, demands, costs, losses, debts and
expenses (including attorneys' fees and costs actually incurred), of any nature
whatsoever, known or unknown (collectively, "Claims"), that you now have, own,
or hold, or claim to have, own, or hold, or that you at any time had, owned, or
held, or claimed to have had, owned, or held against Servicesoft, including
claims relating to your subsequent termination of employment contemplated
hereunder. This general release of Claims includes, without implication of
limitation, the complete release of all Claims of breach of express or implied
contract; all Claims arising under the Employment Agreement; all Claims of
wrongful termination of employment whether in contract or tort; all Claims of
intentional, reckless, or negligent infliction of emotional distress; all Claims
of breach of any express or implied covenant of employment, including the
covenant of good faith and fair dealing; all Claims of interference with
contractual or advantageous relations, whether prospective or existing; all
Claims of deceit or misrepresentation; all Claims of discrimination under state
or federal law, including, without implication of limitation, Title VII of the
Civil Rights Act of 1964, 42 U.S.C. 2000e et seq., as amended, the Age
Discrimination in Employment Act of 1967, 29 U.S.C. ss. 621 et seq., as amended,
and Chapter 151B of the Massachusetts General Laws; all Claims of defamation or
damage to reputation; all Claims for reinstatement; all Claims for punitive or
emotional distress damages; all Claims for wages, bonuses, severance, back or
front pay or other forms of compensation and all Claims for attorney's fees and
costs. This general release of Claims shall not be construed to include a
release of Claims that arise from the Company's obligations under this Agreement
or any rights of indemnification to which the Executive is entitled under the
Company's Certificate of Incorporation or By-Laws.

                                       3
<PAGE>   4

         (b)      GENERAL RELEASE OF CLAIMS BY THE COMPANY

         For good and valuable consideration, the sufficiency of which is hereby
acknowledged, the Company hereby irrevocably and unconditionally releases,
acquits and forever discharges you from any and all Claims that the Company now
has, owns, or holds or claims to have, own, or hold or that the Company at any
time had, owned, or held, or claimed to have had, owned, or held against you as
a result of good faith acts or omissions undertaken in the best interests of the
Company. This general release of Claims includes, without implication of
limitation, a release of all Claims related to your performance of your
responsibilities as an employee of the Company.

         6.       NONCOMPETE AGREEMENT

         Notwithstanding anything in this Agreement to the contrary, you shall
continue to be subject to the agreement between you and the Company (the
"Noncompete Agreement"). Without otherwise limiting the scope of the Noncompete
Agreement, you acknowledge and agree that you shall be subject to the following
obligations during the period from the date hereof through the first anniversary
of the Termination Date;

         (a)      You will not engage, directly or indirectly (including as an
owner, manager, stockholder, consultant, director, officer or employee) in a
self-employment business or work for any enterprise which manufactures,
assembles or markets products or services which compete with those of the
Company without the express written authorization of the Company. The Company
agrees that this post-termination restriction does not pertain to work you may
engage in that does not relate to products or services being developed or
marketed to maintenance and service organizations. Notwithstanding the
foregoing, the Company agrees that you may own stock of a corporation that
provides goods or services which are competitive with goods or services provided
(or proposed to be provided) by the Company if: (i) such stock is traded on a
regular basis on regular securities exchanges or in over-the-counter markets;
(ii) you promptly provide written notice to the Company of your ownership of
such stock; and (iii) the amount of such stock owned by you does not constitute
more than two percent (2%) of the outstanding stock of any such corporation.

         (b)      You shall not solicit, induce, attempt to hire, or hire any
employee of the Company (or any person who may have been employed by the Company
during any portion of the six (6) month period immediately preceding the
Termination Date), or assist in such hiring by any other person or business
entity or encourage any such employee to terminate his or her employment with
the Company.

         (c)      Induce or attempt to induce any of the Company's customers to
reduce or curtail their business with the Company or terminate their
relationship with the Company.

Notwithstanding anything in the Agreement to the contrary, the restrictions
imposed in Section 5(a) above, do not apply as long as you remain in finance and
operations (CFO, VP Operations, etc.).

         7.       NONDISPARAGEMENT

                                       4
<PAGE>   5
         The Company agrees not to make any statements that disparage you and
you agree not to make any statements that disparage the Company or any of its
products, services, employees, offices or directors. Notwithstanding the
foregoing, statements made in the course of sworn testimony in legal proceedings
or other statements required by law shall not be subject to this Section 6.

         8.       COMPANY PROPERTY

         The Company agrees that you will be given the notebook computer you
currently use at work.

         9.       OUTPLACEMENT SERVICES

         The Company agrees to provide you with an accounts payable check equal
to one month's salary ($10,833.33) to pay for counseling, legal, accounting and
tax services relative to your termination.

         10.      OTHER SERVICES

         The Company will provide you with access to your email account and
voicemail extension through February 29, 2000.

         11.      TAX DEDUCTIONS AND REPORTING

         The Company shall reduce payments made to you pursuant to this
Agreement by deductions and withholdings that it reasonably determines to be
required for tax purposes and the Company shall make such tax-related reporting
that it reasonably determines to be required with respect to consideration
provided pursuant to this Agreement.

         12.      NOTICES, ACKNOWLEDGEMENTS AND OTHER TERMS

         You are advised to consult with an attorney before signing this
Agreement. This Agreement is the entire agreement between you and the Company,
and all previous agreements, or promises between you and the Company are
superseded, null, and void, except your stock option agreements (as modified by
this Agreement), and the Noncompete Agreement.

         You acknowledge that you have been given the opportunity, if you so
desired, to consider this Agreement for twenty-one (21) days before executing
it. If not signed by you and returned to the Company so that it is received by
the Company within twenty-one (21) days of your receipt of this Agreement, this
Agreement will not be valid. In the event that you execute and return this
Agreement within less than twenty-one (21) days of the date of its delivery to
you, you acknowledge that such decision was entirely voluntary and that you had
the opportunity to consider this letter agreement for the entire twenty-one (21)
day period. The Company acknowledges that for a period of seven (7) days from
the date of the execution of this Agreement, you shall retain the right to
revoke this Agreement by written notice that the Company receives before the end
of such period, and that this Agreement shall not become effective or
enforceable until the expiration of such revocation period. The "Effective Date"
of this Agreement shall be the date which is seven (7) days from the date of
execution of this Agreement.

                                       5
<PAGE>   6
         By signing this Agreement, you acknowledge that you are doing so
voluntarily. You also acknowledge that you are not relying on any
representations by any representative of the Company concerning the meaning of
any aspect of this Agreement.

         In the event of any dispute, this Agreement will be construed as a
whole, will be interpreted in accordance with its fair meaning, and will not be
construed strictly for or against either you or the Company. The law of
Massachusetts will govern any dispute about this Agreement, including any
interpretation or enforcement of this Agreement, without giving effect to the
conflict of laws provisions of Massachusetts law. In the event that any
provision or portion of a provision of this Agreement shall be determined to be
unenforceable, the remainder of this Agreement shall be enforced to the fullest
extent possible as if such provision or portion of a provision was not included.
This Agreement may be modified only by a written agreement signed by you and an
authorized representative of the Company.

         If you agree to these terms, please sign and date below and return this
Agreement to the Company within the time limitation set forth above.

         This Agreement may be executed simultaneously in any number of
counterparts, each of which when so executed and delivered shall be taken to be
an original; but such counterparts shall together constitute but one and the
same document.

Sincerely,

SERVICESOFT TECHNOLOGIES, INC.                    ACCEPTED AND AGREED:

By: /s/ Chris Butler                              By: /s/ Steve Harrison
    -------------------------------                   --------------------------
    Name: Chris Butler                                Name: Steve Harrison
    Title: President and CEO

    12-14-99                                          12-14-99
    -------------------------------                   --------------------------
    Date                                              Date

                                       6<PAGE>   1

                                                                   EXHIBIT 10.16

                         SERVICESOFT TECHNOLOGIES, INC.

                           RESTRICTED STOCK AGREEMENT

NAME OF GRANTEE:
                              -------------------------
NO. OF SHARES:                                          Shares of Common Stock
                              -------------------------
GRANT DATE:
                              -------------------------
PER SHARE PURCHASE PRICE:     $
                              -------------------------

     Pursuant to the Servicesoft Technologies, Inc. 1999 Stock Option and Grant
Plan (the "1999 Plan"), Servicesoft Technologies, Inc., a Delaware corporation
(together with all successors thereto, the "Company"), hereby grants, sells and
issues to the person named above (the "Grantee"), who is an officer, employee,
director, consultant or other key person of the Company or any of the
Subsidiaries (as defined below) of the Company, the number of shares of Common
Stock, par value $0.01 per share (together with any successor securities,
including stock of any successor corporation, "Common Stock"), of the Company
indicated above (subject to the provisions below, the "Shares"), for the per
share purchase price specified above, which represents the fair market value per
share on the date of grant, subject to the terms and conditions set forth
herein. The Grantee agrees to the provisions set forth herein and acknowledges
that each such provision is a material condition of the Company's agreement to
issue and sell the Shares to him or her. The Company hereby acknowledges receipt
of $________ in full payment for the Shares. All references to share prices and
amounts herein shall be equitably adjusted to reflect stock splits, stock
dividends, recapitalizations, mergers, reorganizations and similar changes
affecting the capital stock of the Company, and any shares of capital stock of
the Company received on or in respect of Shares in connection with any such
event (including any shares of capital stock or any right, option or warrant to
receive the same or any security convertible into or exchangeable for any such
shares or received upon conversion of any such shares) shall be subject to this
Agreement on the same basis and extent at the relevant time as the Shares in
respect of which they were issued, and shall be deemed Shares as if and to the
same extent they were issued at the date hereof. All capitalized terms used
herein and not otherwise defined shall have the respective meanings set forth in
the 1999 Plan. Unless otherwise provided herein, the Restricted Shares shall be
governed by all of the terms and conditions of the 1999 Plan.

     1.   DEFINITIONS. For the purposes of this Agreement, the following terms
shall have the following respective meanings.

     "ACT" shall mean the Securities Act of 1933, as amended, and the rules and
regulations thereunder.

     "CORPORATE TRANSACTION" shall mean any Corporate Transaction as that term
is defined in the 1999 Plan.

     "LIQUIDITY EVENT" shall mean (i) a Corporate Transaction or (ii) the
consummation of the first fully underwritten, firm commitment public offering
pursuant to an effective registration statement under the Act, other than on
Form S-4 or S-8 or their then equivalents, covering the

<PAGE>   2

offer and sale by the Company of its Common Stock which has become effective
under the Act (an "Initial Public Offering").

     "PERMITTED TRANSFEREES" shall mean any of the following to whom the Grantee
may transfer Shares hereunder: the Grantee's spouse, children (natural or
adopted), stepchildren or a trust for their sole benefit of which the Grantor is
the settlor; PROVIDED, HOWEVER, that any such trust does not require or permit
distribution of any Shares during the term of this Agreement unless subject to
its terms.

     "PERSON" shall mean any individual, corporation, partnership (limited or
general), limited liability company, limited liability partnership, association,
trust, joint venture, unincorporated organization or any similar entity.

     "RESTRICTED SHARES" shall initially mean 100% of the Shares being purchased
by the Grantee on the date hereof, provided that 34% shall vest on _________ __,
200_ and 8.25% of the Shares shall become Vested Shares on the seventh day of
each third month thereafter, commencing on _________ __, 200_, such that all of
the Restricted Shares shall become Vested Shares on _________ __, 200_.
Notwithstanding the foregoing, Restricted Shares shall also become Vested Shares
in accordance with SECTION 5 hereof.

     "SHARES" shall mean the number of shares of Common Stock being purchased by
the Grantee on the date hereof and any additional shares of Common Stock or
other securities received as a dividend on, or otherwise on account of, the
Shares, as contemplated by the first paragraph of this Agreement.

     "SUBSIDIARY" shall mean any corporation or partnership of which stock or
other equity interests possessing fifty percent (50%) or more of the total
combined voting power of all classes of stock or other equity interests is owned
directly or indirectly by the Company.

     "TERMINATION EVENT" shall mean the termination of the Grantee's Service
Relationship with the Company and its Subsidiaries for any reason whatsoever,
regardless of the circumstances thereof, and including without limitation upon
death, disability, retirement or discharge or resignation for any reason,
whether voluntary or involuntary. For purposes hereof, the Board of Director's
determination of the reason for termination of the Grantee's Service
Relationship shall be conclusive and binding on the Grantee and the Grantee's
representatives or legatees.

     "VESTED SHARES" shall mean all Shares which are not Restricted Shares.

     2.   PURCHASE AND SALE OF SHARES; INVESTMENT REPRESENTATIONS.

     (a)  PURCHASE AND SALE. On the date hereof, the Company hereby sells to the
Grantee, and the Grantee hereby purchases from the Company, the number of Shares
set forth above for the purchase price per share set forth above.

     (b)  INVESTMENT REPRESENTATIONS. In connection with the purchase and sale
of the Shares contemplated by SECTION 2(a) above, the Grantee hereby represents
and warrants to the Company as follows:

<PAGE>   3

          (i)  The Grantee is purchasing the Shares for the Grantee's own
account for investment only, and not for resale or with a view to the
distribution thereof.

          (ii) The Grantee has had such an opportunity as he or she has deemed
adequate to obtain from the Company such information as is necessary to permit
him or her to evaluate the merits and risks of the Grantee's investment in the
Company and has consulted with the Grantee's own advisers with respect to the
Grantee's investment in the Company.

          (iii) The Grantee has sufficient experience in business, financial and
investment matters to be able to evaluate the risks involved in the purchase of
the Shares and to make an informed investment decision with respect to such
purchase.

          (iv) The Grantee can afford a complete loss of the value of the Shares
and is able to bear the economic risk of holding such Shares for an indefinite
period.

          (v)  The Grantee understands that the Shares are not registered under
the Act or any applicable state securities or "blue sky" laws and may not be
sold or otherwise transferred or disposed of in the absence of an effective
registration statement under the Act and under any applicable state securities
or "blue sky" laws (or exemptions from the registration requirements thereof).
The Grantee further acknowledges that certificates representing the Shares will
bear restrictive legends reflecting the foregoing.

     3.   REPURCHASE OF RESTRICTED SHARES.

     (a)  REPURCHASE OF RESTRICTED SHARES. Upon the occurrence of a Termination
Event, the Company or its assigns shall have the right and option to repurchase
(the "Repurchase Right") all or any portion of the Restricted Shares held by the
Grantee or any Permitted Transferee as of the date of such Termination Event at
the per share purchase price set forth above, subject to adjustment as provided
herein. The Repurchase right specified herein shall survive and remain in effect
as to Restricted Shares following and notwithstanding any Liquidity Event or
other transaction involving the Company and certificates representing such
Restricted Shares shall bear legends to such effect.

     (b)  CLOSING PROCEDURE. The Company or its assigns shall effect the
Repurchase Right (if so elected) by delivering or mailing to the Grantee
(and/or, if applicable, any Permitted Transferees) written notice within six (6)
months after the Termination Event, specifying a date within such six-month
period in which the Repurchase shall be effected. Upon such notification, the
Grantee and any Permitted Transferees shall promptly surrender to the Company
any certificates representing the Shares being purchased, together with a duly
executed stock power for the transfer of such Shares to the Company or the
Company's assignee or assignees (if applicable). Upon the Company's or its
assignee's receipt of the certificates from the Grantee or any Permitted
Transferees, the Company or its assignee or assignees shall deliver to him, her
or them a check for the purchase price of the Shares being purchased, PROVIDED,
HOWEVER, that the Company may pay the purchase price for such shares by
offsetting and canceling any indebtedness then owed by the Grantee to the
Company. At such time, the Grantee and/or any holder of the Shares shall deliver
to the Company the certificate or certificates representing the Shares so
repurchased, duly endorsed for transfer, free and clear of any liens or
encumbrances.

     (c)  REMEDY. Without limitation of any other provision of this Agreement or
other rights, in the event that the Grantee, any Permitted Transferees or any
other person or entity is required

<PAGE>   4

to sell his or her Shares pursuant to the provisions of this SECTION 3 and in
the further event that he or she refuses or for any reason fails to deliver to
the designated purchaser of such Shares the certificate or certificates
evidencing such Shares together with a related stock power, such designated
purchaser may deposit the purchase price for such Shares with a bank designated
by the Company, or with the Company's independent public accounting firm, as
agent or trustee, or in escrow, for the Grantee, any Permitted Transferees or
other person or entity, to be held by such bank or accounting firm for the
benefit of and for delivery to him, them or it, and/or, in its discretion, pay
such purchase price by offsetting any indebtedness then owed by the Grantee as
provided above. Upon any such deposit and/or offset by the designated purchaser
of such amount and upon notice to the person or entity who was required to sell
the Shares to be sold pursuant to the provisions of this SECTION 3, such Shares
shall at such time be deemed to have been sold, assigned, transferred and
conveyed to such purchaser, the holder thereof shall have no further rights
thereto (other than the right to withdraw the payment thereof held in escrow, if
applicable), and the Company shall record such transfer in its stock transfer
book or in any appropriate manner.

     4.   RESTRICTIONS ON TRANSFER OF SHARES.

     (a)  NO TRANSFERS UNLESS AUTHORIZED AND IN COMPLIANCE WITH THIS AGREEMENT.

          (i)  None of the Shares now owed or hereafter acquired by the Grantee
shall be sold, assigned, transferred, pledged, hypothecated, given away or in
any other manner disposed of or encumbered, whether voluntarily or by operation
of law, unless such transfer is in compliance with all foreign, federal and
state securities laws (including, without limitation, the Act), and such
disposition is in accordance with the terms and conditions of this SECTION 4. In
connection with any transfer of Shares, the Company may require an opinion of
counsel to the transferor, satisfactory to the Company, that such transfer is in
compliance with all foreign, federal and state securities laws (including
without limitation, the Act). No Restricted Shares may be transferred, sold,
assigned or given away, except as set forth in SECTIONS 4(b) OR 4(c) hereof. The
Grantee agrees to give the Company prompt notice of any transfer of Shares to a
Permitted Transferee as contemplated under SECTION 4(b) hereof. Any attempted
disposition of Shares not in accordance with the terms and conditions of this
Agreement shall be null and void, and the Company shall not reflect on its
records any change in record ownership of any Shares pursuant to any such
disposition, shall otherwise refuse to recognize any such disposition and shall
not in any way give effect to any such disposition of any Shares.

          (ii) Prior to making any transfer of Vested Shares (other than to a
Permitted Transferee for which notice shall be given as set forth in SECTION
4(a)(i) hereof), the Grantee shall deliver written notice (the "Transfer
Notice") to the Company. The Transfer Notice shall disclose in reasonable detail
the identity of the prospective transferees, the number of shares to be
transferred (the "Offered Shares") and the terms and conditions of such proposed
transfer. By giving the Transfer Notice, the Grantee shall be deemed to have
granted the Company an option to purchase the Offered Shares. The Company may
purchase all or any portion of the Offered Shares upon the same terms and
conditions as those set forth in the Transfer Notice by delivering written
notice of such election to the Grantee within 20 business days after the
Transfer Notice has been given to the Company (the "Election Period"). If the
Company has not elected to purchase or otherwise acquire all of the Offered
Shares prior to the expiration of the Election Period, the Grantee may transfer
such Vested Shares at a price and on terms no more favorable to the transferees
thereof than specified in the Transfer Notice during the 30-day period
immediately following the expiration of the Election Period (the "Transfer
Period"). Any

<PAGE>   5

Offered Shares not so transferred within the Transfer Period shall be subject to
the provisions of this SECTION 4(a) upon any subsequent transfer. If the Company
has elected to purchase any Offered Shares hereunder, the transfer of such
Offered Shares shall be consummated as soon as practical after the deliver of
the election notice to the Executive, but in any event within 15 days after the
expiration of the Election Period.

     (b)  TRANSFERS TO PERMITTED TRANSFEREES. Subject to the next sentence of
this SECTION 4(b), the Grantee may sell, assign, transfer or give away any or
all of the Shares without receipt of consideration or for such consideration as
such holder shall determine to Permitted Transferees. No transfer permitted
hereby shall be effective unless the Permitted Transferee to whom the Shares are
proposed to be transferred has delivered to the Company a written acknowledgment
that the Shares to be received by it are subject to the provisions of this
Agreement (including without limitation, the provisions of this SECTION 4) and
that the Permitted Transferee is bound hereby and thereby.

     (c)  TRANSFERS UPON DEATH. Upon the death of the Grantee, the Vested Shares
held by the Grantee may be transferred and distributed by will or other
instrument taking effect at his death or by the laws of descent and distribution
to the Grantee's estate, executors, administrators and personal representatives,
and then to such holder's heirs, legatees or distributees whether or not such
heirs, legatees or distributees are Permitted Transferees. No transfer permitted
hereby shall be effective unless the transferee to whom the Shares are proposed
to be transferred pursuant to this provision has delivered to the Company a
written acknowledgment that the Shares to be received by it are subject to the
provisions of this Agreement (including without limitation, the provisions of
this SECTION 4) and that such transferee is bound hereby and thereby.

     (d)  TRANSFERS AFTER LIQUIDITY EVENT. Upon the consummation of a Liquidity
Event, the Grantee may transfer any Vested Shares, with or without consideration
to any Person without restriction other than compliance with the applicable
foreign, federal and state securities laws and payment of any amounts due by
cash or promissory notes issued in consideration for the purchase of such Vested
Shares. In connection with any such transfers, the Company may require an
opinion of counsel to this transferor, notification to the Company, that such
transfer is in compliance with all applicable foreign, federal and state
transition laws (including, without limitation, the Act).

     5.   EFFECT OF A CORPORATE TRANSACTION. In the event of a Corporate
Transaction, the Restricted Shares shall be subject to termination, assumption,
substitution, adjustment and/or limitation as provided in Section 3 of the 1999
Plan.

     6.   LEGEND. Any certificate(s) representing the Shares shall carry
substantially the following legend:

               "The transferability of this certificate and the shares of stock
               represented hereby are subject to the restrictions, terms and
               conditions (including repurchase and restrictions against
               transfers) contained in a certain Restricted Stock Agreement
               between the Company and the holder of this certificate (a copy of
               which is available at the offices of the Company for
               examination)."

               "The shares represented by this certificate have not been
               registered under the Securities Act of 1933 or the securities
               laws of any state. The shares may not be

<PAGE>   6

               sold or transferred in the absence of such registration or an
               exemption from registration.

     7.   WITHHOLDING TAXES. The Grantee acknowledges and agrees that the
Company or any of its Subsidiaries have the right to deduct from payments of any
kind otherwise due to the Grantee, any federal, state or local taxes of any kind
required by law to be withheld with respect to the purchase of the Shares by the
Grantee. In furtherance of the foregoing the Grantee agrees to elect, in
accordance with Section 83(b) of the Internal Revenue Code of 1986, as amended,
to recognize ordinary income in the year of acquisition of the Shares, and to
pay to the Company all withholding taxes shown as due on his Section 83(b)
election form, or otherwise ultimately determined to be due with respect to such
election, based on the excess, if any, of the fair market value of such Shares
as of the date of the purchase of such Shares by the Grantee over the purchase
price for such Shares.

     8.   ASSIGNMENT. At the discretion of the Board of Directors of the
Company, the Company shall have the right to assign the right to exercise its
rights with respect to the Repurchase Right or pursuant to SECTION 4(a)(ii) to
any person or persons, in whole or in part in any particular instance, upon the
same terms and conditions applicable to the exercise thereof by the Company, and
such assignee or assignees of the Company shall then take and hold any Shares so
acquired subject to such terms as may be specified by the Company in connection
with any such assignment.

     9.   MISCELLANEOUS PROVISIONS.

     (a)  LOCKUP PROVISION. The Grantee and each Permitted Transferee shall
agree, if requested by the Company and any underwriter engaged by the Company,
not to sell or otherwise transfer or dispose of any securities of the Company
(including, without limitation pursuant to Rule 144 under the Act (or any
successor or similar exemptive rule hereafter in effect)) held by them for such
period following the effective date of any registration statement of the Company
filed under the Act as the Company or such underwriter shall specify reasonably
and in good faith, not to exceed 180 days in the case of the Company's Initial
Public Offering or 90 days in the case of any other public offering.

     (b)  RECORD OWNER: DIVIDENDS. The Grantee and any Permitted Transferees,
during the duration of this Agreement, shall be considered the record owners of
and shall be entitled to vote the Shares. The Grantee and any Permitted
Transferees shall be entitled to receive all dividends and any other
distributions declared on the Shares; PROVIDED, HOWEVER, that the Company is
under no duty to declare any such dividends or to make any such distribution.

     (c)  EQUITABLE RELIEF. The parties hereto agree and declare that legal
remedies are inadequate to enforce the provisions of this Agreement and that
equitable relief, including specific performance and injunctive relief, may be
used to enforce the provisions of this Agreement.

     (d)  CHANGE AND MODIFICATIONS. This Agreement may not be orally changed,
modified or terminated, nor shall any oral waiver of any of its terms be
effective. This Agreement may be changed, modified or terminated only by an
agreement in writing signed by the Company and the Grantee.

<PAGE>   7

     (e)  GOVERNING LAW. This Agreement shall be governed by and construed in
accordance with the laws of the Commonwealth of Massachusetts without regard to
conflict of law principles.

     (f)  HEADINGS. The headings are intended only for convenience in finding
the subject matter and do not constitute part of the text of this Agreement and
shall not be considered in the interpretation of this Agreement.

     (g)  SAVING CLAUSE. If any provision(s) of this Agreement shall be
determined to be illegal or unenforceable, such determination shall in no manner
affect the legality or enforceability of any other provision hereof.

     (h)  NOTICES. All notices, requests, consents and other communications
shall be in writing and be deemed given when delivered personally, by telex or
facsimile transmission or when received if mailed by first class registered or
certified mail, postage prepaid. Notices to the Company or the Grantee shall be
addressed as set forth underneath their signatures below, or to such other
address or addresses as may have been furnished by such party in writing to the
other. Notices to any holder of the Shares other than the Grantee shall be
addressed to the address furnished by such holder to the Company.

     (i)  BENEFIT AND BINDING EFFECT. This Agreement shall be binding upon and
shall inure to the benefit of the parties hereto, their respective successors,
assigns, and legal representatives. The Company has the right to assign this
Agreement, and such assignee shall become entitled to all the rights of the
Company hereunder to the extent of such assignment.

     (j)  COUNTERPARTS. For the convenience of the parties and to facilitate
execution, this Agreement may be executed in two or more counterparts, each of
which shall be deemed an original, but all of which shall constitute one and the
same document.

                            [SIGNATURE PAGE FOLLOWS]

<PAGE>   8

     IN WITNESS WHEREOF, the Company and the Grantee have executed this
Restricted Stock Agreement as of the date first above written.

                                      COMPANY

                                      SERVICESOFT TECHNOLOGIES, INC.

                                      By: /s/ Chris Butler
                                          --------------------------------
                                          Chris Butler, President & Chief
                                          Executive Officer

                                      GRANTEE:

                                      ------------------------------------
                                      Name

                                      Address:

Source: [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00001-of-00352.parquet"}, [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00001-of-00352.parquet"}]]