Document:

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                                                                   EXHIBIT 10.41

                        CALL CENTER SERVICES AGREEMENT
            BETWEEN UNITED PARCEL SERVICE OASIS SUPPLY CORPORATION
                           AND RMH TELESERVICES INC.

     This Agreement ("Agreement") is entered into as of July 15, 2001
     ("Effective Date") by and between United Parcel Service OASIS Supply
     Corporation ("UPS") and RMH Teleservices, Inc. ("RMH")(referred together
     herein, as the "Parties" or separately, as a "Party").

                                    RECITALS

     WHEREAS, UPS is a company that offers its customers a parcel delivery
       service;

     WHEREAS, RMH is in the business of providing various customer service
       support services;

     WHEREAS, UPS desires to retain RMH to perform independent contractor
       services for customer service support and customer service call center
       functions and RMH agrees to provide such services to UPS according to the
       terms of this Agreement;

     NOW, THEREFORE, in consideration of the mutual provisions contained herein
       and other good and valuable consideration, the receipt and sufficiency of
       which are hereby acknowledged, UPS and RMH hereby agree as follows:

     DEFINITIONS.  Defined terms shall have the meanings set forth in Schedule A
     -----------
       (Definitions).  Defined terms not appearing in Schedule A shall have the
       meaning set forth elsewhere in the Agreement.

1.  SERVICE.
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     1.1.  Services Description.  The call center services to be provided by RMH
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           under the terms of this Agreement shall consist of (i) handling and
           resolving inbound UPS-related customer service inquiries, and related
           services to UPS Customers ("Customer Service Call(s)" or "Call(s)")
           whose calls are received and routed via the UPS network platform to a
           customer service call center and (ii) any other services as mutually
           agreed upon by the Parties. These functions will collectively be
           referred to as the "Services". The Services shall be offered in
           English and Spanish with other languages to be added.

     1.2.  Performance Standards.  The Services provided by RMH shall be in
           ---------------------
           accordance with UPS's Policies and Procedures and the performance
           standards established on Schedule B. RMH agrees to comply with all
           Policies and Procedures received by it. RMH acknowledges receipt of
           Policies and Procedures by delivery to the appropriate RMH Authorized
           Individual. Policies and Procedures and performance standards shall
           be modified by UPS from time to time at UPS's reasonable discretion
           and upon notice to RMH. All modifications will be consistent with the
           Policies and Procedures and performance standards utilized by UPS for
           its Internal Centers.

     1.3.  Changes to Services. UPS may request RMH to change the Services being
           -------------------
           performed by RMH under this Agreement through a written change
           request ("Change Request"). RMH shall endeavor in good faith to
           advise UPS as to the most cost-effective and efficient means of
           implementing such Change Request. Upon UPS's approval of the costs
           and ramp-up schedule associated with the Change Request(s), RMH shall
           implement the Change Request(s) and UPS shall pay the appropriate
           charges, if any, in accordance with the Change Request agreement(s)
           of the Parties, as confirmed in a written amendment to this
           Agreement.

2.  RMH'S OBLIGATIONS.
    -----------------

     2.1.  Implementation Date.  RMH agrees to have all necessary preparation
           -------------------
           measures completed on or before July 15, 2001 or a later date if
           agreed upon by the Parties (the "Implementation Date"), including,
           but not limited to, staffing and training, necessary to implement the
           Services.

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2.2.  Staffing. RMH shall provide all live support necessary to perform the
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      Services at the Handle Minute Forecast and Work Hour Forecast. Upon UPS's
      thirty day (30) notice to RMH, RMH's customer service support will operate
      twenty four (24) hours a day, three hundred and sixty-five (365) days a
      year. RMH shall be solely responsible for hiring, managing, and
      compensating all CSRs, Supervisors, HR/Recruiters, Center Management and
      Administrative Personnel necessary to perform the Services. Additionally,
      RMH will be responsible for performing a background check prior to making
      a job offer to anyone applying with RMH to perform Services for UPS. UPS
      reserves the right to audit the selection process. RMH shall determine,
      and be solely responsible for meeting the appropriate level of CSRs
      necessary to provide the Services at the Work Hour Forecast as determined
      in accordance with Paragraph 3.2 and in accordance with the performance
      standards and Policies and Procedures.

2.3.  Monitoring.  Without prior notice to RMH, UPS shall have the right to
      ----------
      monitor and record on-site at the Centers and to monitor and record
      remotely outside the Centers, to the extent permitted by law and at UPS's
      discretion, RMH's CSRs handling Calls and performing Services for UPS. UPS
      shall share the results of its monitoring upon request by RMH. RMH agrees
      that it will secure from all employees serving as CSRs under this
      Agreement written consent (in the form attached hereto as Exhibit A) to be
      monitored by RMH and UPS

2.4.  Facilities.  RMH shall support the Services at UPS's San Antonio, TX call
      ----------
      center facility. RMH shall support additional UPS call volume at mutually
      approved RMH call center locations (the UPS San Antonio facility and such
      other mutually approved locations are hereinafter referred to as the
      "Centers"). RMH shall be responsible for all costs associated with any
      decision RMH initiates to open a new call center or consolidate or
      relocate any RMH Center with the exception that UPS will be responsible
      for providing equipment and/or software or as set forth herein. UPS must
      approve any new, consolidated or relocated RMH Center in advance. UPS may,
      at its sole discretion, shut down any Center facility operated by RMH upon
      ninety (90) days written notice.

2.5.  Equipment.  RMH shall operate UPS Equipment, UPS Software or UPS
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      Proprietary Software, only as directed by UPS. RMH shall not upgrade,
      modify or otherwise alter UPS Equipment, UPS Software or UPS Proprietary
      Software unless and until UPS gives RMH such direction. RMH shall utilize
      UPS Equipment, UPS Software and UPS Proprietary Software only for the
      performance of Services for UPS. RMH agrees to make UPS whole for loss or
      damage to UPS Equipment, UPS Software or UPS Proprietary Software provided
      by UPS for use in the Centers, to the extent such loss or damage results
      from negligence or a failure to act or willful misconduct of an RMH
      employee.

      Except as provided herein to be provided by RMH, UPS shall be solely
      responsible for and shall bear all costs and expenses with regard to
      computer hardware and software; equipment, including, but not limited to,
      telecommunications equipment, hardware and software; furniture; fixtures
      and supplies required in the efficient performance of the Services. UPS is
      also responsible for supplying and maintaining all other equipment
      required for use in the operation of the Centers as hereinafter defined,
      including, but not limited to stationary supplies, printing supplies,
      office supplies, janitorial supplies, facilities supplies and other types
      of equipment. RMH will supply RMH letterhead, photocopier paper, and all
      other office supplies for their internal use.

      In addition, RMH shall be responsible for contracting for food services.

      Except to the extent of UPS' obligations hereunder, RMH will be
      responsible for safe-guarding the work area, providing card controlled
      access, (the cost of which will be borne by UPS) providing a safe work
      environment, investigating security breaches and taking all commercially
      reasonable remedial steps. RMH will also be responsible to properly
      safeguard all equipment and related materials. This is to include UPS
      Proprietary Software, other UPS Confidential or Proprietary Information
      and documents, and/or other related systems, phone/communications lines
      which use or access thereof which could cause loss to UPS. In the instance
      where equipment is owned by UPS, RMH will ensure all equipment is
      inventoried and signed for by RMH's authorized representative upon
      installation and acceptance. At anytime thereafter, RMH retains
      responsibility and liability for any equipment that is removed, exchanged,
      or modified, until such time that equipment is signed for by an authorized
      UPS representative releasing RMH of responsibility. RMH is required to
      maintain a current equipment inventory listing subject to UPS audit at any
      time. RMH's liability will include, but not be limited to, the replacement
      cost of any missing equipment or materials and/or loss due to misuse or
      unauthorized access or use of any materials, equipment or systems. UPS
      personnel at all times will comply with RMH's Rules at the Centers.

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           RMH will be responsible for all repairs and maintenance of headsets
           and amplifiers. UPS will provide 75 new headsets in October 1, 2001
           and each year thereafter. Amplifiers will be replaced as needed by
           UPS, not to exceed 50 new units per year.

3.  UPS OBLIGATIONS.
    ---------------

     3.1.  Operational Coordination. UPS will be responsible for all aspects of
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           routing Customer Service Calls to Centers. For customer service, UPS
           will provide to RMH schedules for staffing requirements by Work Hour,
           with the staffing requirements to be modified as necessary by UPS.

     3.2.  Work Hour Forecast.  UPS shall provide RMH with a monthly Work Hour
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           Forecast for a rolling three-month period. UPS may revise the Work
           Hour Forecast at any time prior to fifteen (15) days before the first
           day of each month. The monthly Work Hour Forecast can increase by up
           to ten percent (10%), or decrease by up to ten percent (10%), based
           on the previous month's Work Hour Forecast, taking into account work
           days and Seasonality.

     3.3.  Customer Communications. UPS shall provide RMH with UPS-approved
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           scripts, UPS product information, and UPS-approved responses to
           specific consumer requests or objections.

     3.4.  Training. RMH shall be responsible for two (2) weeks of initial
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           classroom training and one week of ABay training for each new CSR
           hired ("Initial Training"). UPS and RMH agree that changes in the
           length of new hire training will impact the price and will be
           negotiated as required.

      3.4.1.  Initial Training. Should UPS require the addition of FTEs over the
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              mutually agreed upon baseline FTEs, the Parties will mutually
              agree upon the amount of additional FTEs needed. The baseline FTEs
              has been mutually agreed to be [REDACTED DUE TO REQUEST FOR
              CONFIDENTIAL TREATMENT] FTEs as of the date of this Agreement. UPS
              shall pay for Initial Training for CSRs at a rate of [REDACTED DUE
              TO REQUEST FOR CONFIDENTIAL TREATMENT] per Initial Training Hour
              for all new hires over the agreed to baseline full-time equivalent
              ("FTE") productive CSRs. Under no circumstances shall UPS be
              responsible for training expenses attributable to Attrition.

      3.4.2.  Ongoing Training. RMH will provide training that consists of an
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              average of [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]
              hours per month per FTE CSR during a twelve(12) month period. In
              the event UPS requires ongoing customer service training to exceed
              [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] hours per FTE
              CSR in any given calendar month, UPS shall compensate RMH as set
              forth in Schedule C, per system hour "Base Rate" Training Hour for
              each Training Hour exceeding the [REDACTED DUE TO REQUEST FOR
              CONFIDENTIAL TREATMENT] hours per calendar month per FTE CSR.

     3.5.  Equipment and Software.
           -----------------------

      3.5.1.  Technology for the Centers. UPS shall provide all computer
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              hardware and telecommunications equipment ("UPS Equipment"), and
              computer and telecommunications software ("UPS Software"), as is
              provided herein. Except as otherwise may be provided herein, UPS
              shall be solely responsible for and shall bear all costs and
              expenses with regard to the ownership, leasing and maintenance of
              such hardware, software and equipment including, but not limited
              to upgrades, enhancements and add-ons thereto. UPS shall provide
              RMH with access to UPS' systems applicable to the UPS programs
              being supported by RMH hereunder.

      3.5.2.  Workforce Management and other Software.  RMH shall utilize the
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              applications systems currently utilized at the Centers and
              provided by UPS as of the effective date of this Agreement, and
              shall, in conjunction and cooperation with UPS, work to ensure a
              continuing smooth interface between the Center and UPS' other
              operations. The Parties acknowledge and agree that UPS currently
              utilizes TCS as its workforce management software and is
              responsible for the licensing and maintenance of such software for
              its use. In the event that UPS elects to change its internal
              workforce management software from TCS or employs other technology
              that will require an upgrade or additional hardware or software,
              programming, implementation or training in the Centers, UPS will
              provide such upgrade, additional hardware or software,
              programming, implementation and training to the Centers at its
              expense.

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          3.5.3   Third Party Software. RMH will obtain UPS' approval prior to
                  --------------------
                  implementing any third party software, and related
                  documentation, database management systems, data and technical
                  information, in the performance of the Services which RMH will
                  not be able to license to UPS or its designee upon termination
                  of this Agreement as contemplated herein, unless RMH will be
                  able to provide UPS with an alternative that will permit UPS
                  or its designee to continue to perform the applicable systems
                  and Services after termination of this Agreement without
                  degradation of performance levels or reduction in
                  functionality.

          3.5.4   RMH Equipment. RMH will provide personnel computers and email
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                  access for their Center Management and Administrative
                  Personnel at the Center.

     3.6.    UPS Personnel.
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          3.6.1   UPS Operations Team. UPS shall assign UPS technical support
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                  personnel at the UPS Center to work with RMH during the term
                  of this Agreement. UPS shall be responsible for the UPS
                  Operations Team and other UPS personnel, including oversight
                  of UPS's own quality assurance and monitoring efforts,
                  operation of UPS's Equipment, UPS's Proprietary Software and
                  UPS's Software and for costs associated with UPS's management
                  staff. UPS personnel when present in Centers shall observe
                  RMH's safety and security procedures.

     3.7     Telecommunication.  UPS shall provide at their own cost, all
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             telecommunications facilities, including voice and data that are
             needed to conduct the day to day business of the operation as
             described. RMH will be responsible for the cost of any telecom
             facilities that they require for their internal use. UPS will
             provide, within reason, adequate floor or wall spaces for the
             termination of these facilities. The design and installation of any
             RMH voice or data circuit that interconnect to any portion of the
             UPS voice or data network must be pre-approved by UPS.

4.   PAYMENT PROVISIONS.
     -------------------

      4.1.  Customer Service and Telemarketing Compensation. UPS shall
            -----------------------------------------------
            compensate RMH as set forth in Schedule C.

      4.2.  Weekly Invoices. UPS and RMH agree that invoices for Services will
            ---------------
            be handled in the following manner:

            1.  RMH will invoice UPS on a [REDACTED DUE TO REQUEST FOR
                CONFIDENTIAL TREATMENT] basis for Services rendered during the
                preceding [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]
                no later than [REDACTED DUE TO REQUEST FOR CONFIDENTIAL
                TREATMENT] to the UPS site manager. The invoices will include
                the applicable Base Rate for RMH personnel for each billable
                hour expended.

            2.  All payments are due within [REDACTED DUE TO REQUEST FOR
                CONFIDENTIAL TREATMENT] days of receipt of the invoice. Upon
                receipt of the [REDACTED DUE TO REQUEST FOR CONFIDENTIAL
                TREATMENT] invoice, UPS will process any undisputed invoice
                through electronic wire transfer to the RMH-designated bank.

            3.  If UPS management has any questions or concerns regarding the
                accuracy of the invoice, every effort will be made to resolve
                the issue(s) and make any adjustments warranted within twenty-
                four (24) hours from the time the invoice was originally
                presented to UPS.

            4.  If any items remain in dispute after twenty (24) hours, the
                reason for the dispute will be documented by UPS in writing and
                the undisputed amount will be processed for payment.

            5.  No subsequent [REDACTED DUE TO REQUEST FOR CONFIDENTIAL
                TREATMENT] invoices will be delayed as a result of a dispute of
                a prior [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]
                invoice.

            6.  RMH will make every effort to complete research on any disputed
                amounts as expeditiously as possible, but no later than ten (10)
                days after the written explanation of the dispute is received.
                After any RMH research is complete, any adjustments to an
                invoice will be made on the next subsequent week's invoice to be
                presented to UPS.

            7.  The UPS Operations Team and RMH Center Management and
                Administrative Personnel, or their designees, have the
                responsibility to resolve all disputed amounts within fifteen
                (15) days of receipt of the invoice. Any disputes remaining
                after such fifteen (15) days will be escalated as provided

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     4.3.  Taxes. UPS shall be responsible for the payment of sales, use or
           -----
           other taxes now or hereafter imposed on the Services by Federal,
           state or local governments where such tax is either expressly
           specified as a liability of a user or the custom is that the user
           pays such tax.

     4.4.  Pricing Changes. The Parties agree that should minimum wage
           ---------------
           requirements directly impacting the CSRs performing Services under
           this Agreement increase more than twenty percent (20%) over minimum
           wage as of the Implementation Date, the Parties will mutually agree
           to modify RMH's customer service pricing structure set out in
           Schedule C to cover that

        4.4.1.  Annual Review. Annually in August or September of each year, the
                -------------
                parties will review the UPS requirements in this Agreement and,
                if mutually agreed by the parties, such contractual items as may
                be appropriate will be adjusted for future Services (to be
                implemented on or after the commencement of the next calendar
                year) to reflect changes in circumstances, including without
                limitation adjustments in wages, key metrics, Base Rates and
                other charges, CS center assessments, quality score cards
                (content and scoring) and other metrics and elements that affect
                the UPS Business Plan and the Services.

5.  RELATIONSHIP OF THE PARTIES.
    ---------------------------

     5.1.  Independent Contractor. The Parties' relationship to each other in
           ----------------------
           the performance of this Agreement is that of independent contractor.
           Nothing in this Agreement will place the Parties in the relationship
           of partners, joint ventures, principal-agent, employer-employee, or
           joint employer and neither Party will have any right to obligate or
           bind the other in any manner whatsoever nor represent to third
           parties that it has any right to enter into any binding obligation on
           the other's behalf.

        5.1.1.  UPS agrees not to terminate, discipline, evaluate or in any
                manner promise any employee, independent contractor, agent or
                vendor of RMH any term or condition of employment at the San
                Antonio, TX call center.

        5.1.2.  Both parties agree to comply with all employment laws, including
                but not limited to Title VII, FLSA, WARN, and state fair
                employment laws.

     5.2.  RMH Employees. RMH shall be responsible for all staffing and
           -------------
           selection, hiring, firing, disciplinary procedures, and other
           employee relations matters associated with personnel hired by RMH to
           perform Services under this Agreement. RMH shall be responsible for
           all wages, salaries, benefits, workers compensation, unemployment
           compensation and other amounts due RMH employees, management staff
           and any other personnel, as well as the withholding of taxes, FICA,
           and FUTA. UPS shall not have any responsibility for any employee-
           related tax items and shall be indemnified and held harmless by RMH
           from any liability, cost or expenses, including any interest,
           penalties and attorney's fees that may be assessed against or
           incurred by UPS in connection with RMH's failure to make any such
           payment. RMH is responsible for all taxes, licenses, permits and
           other requirements that may be imposed by federal, state or local law
           on its business.

        5.2.1.  UPS shall have the right to require that RMH employees or agents
                who do not perform in accordance with the standards or UPS
                requirements in the Agreement above and that employees or agents
                who flagrantly or repeatedly violate such standards or UPS
                requirements shall be removed immediately from all performance
                under this agreement.

        5.2.2.  RMH will replace that employee with a person of suitable ability
                and qualifications. Nothing in this provision shall be deemed to
                give UPS the right to require RMH to terminate any RMH
                employee's employment; it is intended to give UPS only the right
                to request that RMH discontinue using an employee in the
                performance of the Services.

     5.3.  Employee Indemnification. RMH agrees to indemnify UPS against, and
           ------------------------
           hold it harmless from and against, any claim, action or suit brought
           for the recovery of damages, losses or payments of any kind
           whatsoever (including attorneys' fees) arising from, or related to,
           RMH's failure to make employee-related tax or withholding payments,
           or related to any matter arising from the employment or discharge
           from employment of individuals.

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     5.4.  UPS Competitive Information Until the expiration or termination date
           ---------------------------
           of this Agreement, RMH will not engage in the performance of services
           similar to the Services on behalf of any parcel delivery company that
           is not, as of the execution hereof, a current client of RMH,
           including but not limited to Federal Express, Emery, Airborne, or
           United States Postal Service, unless it can be demonstrated to UPS in
           its reasonable judgment acting in good faith that there is no
           reasonable probability that the UPS Confidential or Proprietary
           Information can be used to benefit its competitors.

6.  TERM AND TERMINATION.
    --------------------

     6.1.  The initial term of this Agreement will commence upon the Effective
           Date July 15, 2001 and will continue until July 31, 2004 unless
           terminated earlier pursuant to the provisions of this Agreement.
           Thereafter, this Agreement will be renewed for additional one year
           terms unless one Party gives the other Party at least one hundred
           eighty (180) days written notice of intention to terminate prior to
           the end of the current term.

     6.2.  Termination for Cause. If either Party defaults in the performance of
           ---------------------
           any material duty or obligation under this Agreement and does not
           substantially cure such default within thirty (30) days after being
           given written notice specifying the default, then the Party not in
           default may immediately terminate the Agreement.

     6.3.  Bankruptcy. If either Party hereto becomes or is declared insolvent
           ----------
           or bankrupt, is the subject of any proceedings relating to its
           liquidation, insolvency or for the appointment of a receiver or
           similar officer for it, makes an assignment for the benefit of all or
           substantially all of its creditors, or enters into an agreement for
           the composition, extension or readjustment of all or substantially
           all of its obligations, then the other Party may, by giving written
           notice of such default to such Party, terminate this Agreement as of
           the date specified in such notice of termination.

     6.4.  Orderly Transition. Upon the termination or expiration of this
           ------------------
           Agreement for any reason, RMH and UPS agree to exercise their best
           efforts to perform an orderly and efficient transition to a successor
           provider of Services.

     6.5.  Termination for Convenience. Either Party may terminate this
           ---------------------------
           Agreement for convenience upon one hundred eighty (180) days written
           notice to the other Party.

     6.6.  Should UPS terminate this Agreement pursuant to Section 6.5, UPS
           shall continue to provide monthly call volumes to RMH with respect to
           the Agreement during the one hundred and eighty (180) days period
           following its notice at a level not less than the Work Hour Forecast
           provided under Paragraph 3.2 and in a volume that will permit RMH to
           comply with all applicable employment laws. UPS will be responsible
           for any cost and expense incurred by RMH related to any violation of
           applicable employment laws in connection with a Termination for
           Convenience by UPS pursuant to Paragraph 6.5.

7.  UPS PROPERTY/OWNERSHIP OF WORK.
    ------------------------------

     7.1.  Property of UPS. Unless the Parties otherwise agree in writing, any
           ---------------
           property including, but not limited to, documentation, reports, data,
           training materials or other proprietary information, furnished to RMH
           by UPS is, and shall remain, the property of UPS.

     7.2.  UPS Proprietary Software. UPS will provide RMH access to UPS
           ------------------------
           proprietary operating system software and applications software ("UPS
           Proprietary Software") loaded on the equipment to provide Services,
           and all associated documentation which UPS deems necessary to the
           provision of Services and will periodically update the same.
           Ownership of any such software and/or documentation (including, but
           not limited to all modifications, derivatives, and/or enhancements
           thereto) provided by UPS to RMH hereunder shall remain the property
           of UPS (including but not limited to, any copyrights, trade secrets
           or other intellectual property rights therein.)

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     7.3   RMH License Grant. With respect to software specifically developed by
           -----------------
           RMH at its cost solely to provide the Services ("Services Software"),
           RMH hereby grants UPS, for the term of this Agreement and any
           renewals hereof, a non-transferable, royalty-free, non-exclusive
           license to use such Services Software and associated documentation
           only in conjunction with the Services provided by RMH under this
           Agreement and for no other purposes whatsoever. In the event the
           Parties agree to extend the Agreement, the term of the license for
           the Services Software shall be extended accordingly.

     7.4.  Third Party Changes. Subject to the provisions of this Section, in
           -------------------
           the event UPS desires to make or to have a third party make software
           changes to the RMH equipment, RMH LAN and/or RMH file server, RMH
           agrees to allow UPS, under RMH's supervision, to install or to have
           installed at the Centers all such software changes, provided such
           changes do not invalidate any warranties on the RMH Equipment. UPS'
           right to such changes is subject to RMH's consent. If approval of the
           provider of RMH Equipment is required, RMH shall use reasonable
           efforts to obtain approval and shall provide UPS with a written copy
           of any approval or disapproval. UPS will be responsible for
           maintaining any such software changes and RMH shall not be
           responsible for any failure to meet its obligations under the
           Agreement in the event that such failure is caused by the UPS-
           initiated software changes. RMH shall have no legal obligations with
           respect to the UPS-initiated changes except as set forth in this
           Section, and, notwithstanding any limitations or exclusions of
           liability under this Agreement, UPS shall indemnify, defend and hold
           harmless RMH from and against all claims, damages, liabilities, costs
           and expenses (including reasonable attorneys' fees) arising in any
           way out of such UPS-initiated changes or the installations thereof.
           UPS hereby grants RMH, or shall cause the third party to grant to
           RMH, for the term of this Agreement and any renewals hereof, a non-
           transferable, royalty-free, non-exclusive license to use such
           software at its Centers only and only in conjunction with the
           provision of Services. All such UPS-initiated software changes
           (except those made to UPS Proprietary Software) shall be the
           exclusive property of RMH or its licensors, and UPS hereby assigns,
           and shall cause any third parties contemplated by this Section 8.4 to
           assign, all right, title and interest in and to such software changes
           to RMH or its licensors, as applicable.

     7.5.  UPS Modifications. If UPS develops software modifications or
           -----------------
           enhancements to either UPS or RMH Equipment, LAN and/or file servers,
           UPS shall grant RMH a non-transferable, royalty-free, non-exclusive
           license to use such software modifications or enhancements at its
           Centers only and only in conjunction with the provision of Services.

     7.6.  Return of UPS Property.  All copies of any software, databases or
           ----------------------
           documentation owned exclusively by UPS, or containing UPS
           Confidential or Proprietary Information, shall be returned to UPS
           immediately upon the termination of this Agreement, it being
           acknowledged that RMH may retain any software, databases or
           documentation exclusively owned by RMH, or licensed to RMH by an
           entity other than UPS, if all UPS Confidential or Proprietary
           Information is removed from the applicable software, databases and/or
           documentation.

8.  AUDITS.  RMH will permit UPS, at UPS's expense, to audit any of RMH's
    ------
    systems, documents, processes, data, or reports related to the performance
    of this Agreement or payments due under this Agreement. Such audits shall be
    held at a time and place during normal business hours. Any information
    obtained by UPS pursuant to an audit shall be subject to UPS's obligation to
    keep such information confidential as more fully set forth in Section 11
    hereto.

9.  WARRANTIES AND REPRESENTATIONS.
    ------------------------------

    9.1.   Workmanlike Manner.  RMH warrants to UPS that the Services shall be
           ------------------
           performed in a workmanlike manner and generally in accordance with
           the specifications and descriptions of such Services as set forth in
           this Agreement.

    9.2.   RMH Representations and Warranties. RMH warrants and represents that
           ----------------------------------
           it is not currently bound by any other agreements, restrictions or
           obligations, nor will RMH assume any such obligations or
           restrictions, which do or would in any way interfere or be
           inconsistent with the Services to be furnished by RMH to UPS. RMH
           warrants and represents that the signatory to this Agreement is
           authorized to enter into this Agreement with UPS in all respects.

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<PAGE>

     9.3.  UPS Representations and Warranties. UPS warrants and represents that
           ----------------------------------
           it is not currently bound by any other agreements, restrictions or
           obligations, nor will UPS assume any such obligations or restrictions
           which do or would in any way interfere or be inconsistent with UPS's
           obligations to RMH under this Agreement. UPS warrants and represents
           that the signatory to this Agreement is authorized to enter into this
           Agreement with RMH in all respects. UPS warrants and represents that
           the UPS Software and UPS Proprietary Software or other intangibles
           provided by UPS to RMH to utilize in performing the Services will not
           infringe upon the proprietary rights of any third party.

10. CONFIDENTIALITY/PROPRIETARY INFORMATION.
    ---------------------------------------

     10.1. Confidentiality Agreements. Prior to performing Services on behalf of
           --------------------------
           UPS, RMH and each RMH employee assigned to perform work under this
           Agreement shall read, understand, adhere to, and sign a
           Confidentiality and Nondisclosure Agreement (NDA) in the form
           reviewed and approved by UPS.

     10.2. Agreement to Keep Information Confidential. The Parties agree that
           ------------------------------------------
           any and all confidential information and/or proprietary information
           relating to past, present and future activities, products, services,
           business plans, business practices designated as confidential, or
           information that by its nature is presumed to be confidential
           ("Confidential Information") (including UPS Customer lists, UPS card
           numbers, UPS Customer names, addresses and billing data, call detail
           and/or financial information, information relating to UPS Customers
           or UPS Customer account information, and/or databases, as well as
           other material specifically designated by UPS in writing as
           confidential or proprietary) ("UPS Confidential or Proprietary
           Information")) furnished or disclosed in the course of this
           Agreement, or disclosed during the effective period(s) of other
           Nondisclosure Agreement(s) in effect between the Parties, shall be
           and remain UPS or RMH property, as the case may be. During the term
           of this Agreement and for two (2) years thereafter, both Parties
           agree not to reveal, disclose, divulge, sell, license, exchange,
           lease or in any other way transfer the other Party's Confidential
           Information to any third party. Neither Party shall use the other
           Party's Confidential Information for any purposes other than the
           Services to be performed hereunder without prior express written
           permission of the other Party and shall limit its copying of such
           Confidential Information to such purposes and shall not disclose any
           such Confidential Information to anyone except its personnel to whom
           such disclosure is necessary to carry out the purposes of this
           Agreement. All such personnel shall be appropriately notified that
           any such disclosure to them is made in confidence and shall be held
           in confidence. In the event any such Confidential Information must be
           disclosed by a Party to a third person for the purpose of allowing
           the Party to provide the Services hereunder, the Party shall, prior
           to disclosure, obtain the other Party's written permission and if
           permission is granted, shall obtain from the third person a written
           agreement regarding the confidentiality and specific use of the
           Confidential Information, the terms of which shall be substantially
           identical to those contained herein. Either Party shall forward a
           copy of such third person's nondisclosure agreement to the other
           Party upon written request.

     10.3. Non-Confidential Information.  The provisions of Paragraph 10.2 above
           ----------------------------
           shall not apply to information that was previously known to the other
           Party, free of any obligation to keep it confidential as evidenced by
           written records, or information that is or has been disclosed in the
           public domain, through no fault of the other Party, by third persons
           who are under no obligation of confidence to either UPS or RMH, or
           information independently developed by the other Party or obtained by
           a third party. Any combination of Confidential Information disclosed
           from UPS to RMH or RMH to UPS, shall not be deemed to be within the
           foregoing exceptions merely because individual portions of such
           combinations are disclosed or separately known in the public domain
           or known by the other Party. Either Party may disclose Confidential
           Information if obligated by Court order or governmental process after
           providing the other Party with prior notice that Confidential
           Information is being sought by legal process.

     10.4. Injunctive Relief.  Both Parties acknowledge that the Confidential
           -----------------
           Information under this Agreement constitutes unique, valuable and
           special trade secret and business information of the respective
           Parties, and that disclosure of such Confidential Information may
           cause irreparable injury to UPS or RMH as the case may be.
           Accordingly, the Parties acknowledge and agree that the remedy at law
           for any breach of the covenants contained in Paragraph 10.2 of this
           Agreement may be inadequate, and in recognition, agree that the other
           Party shall, in addition, be entitled to seek injunctive relief and
           reasonable attorneys' fees and other court costs and expenses, in the
           event of a breach or threatened breach of any of the provisions of
           this Section 10 of this Agreement, which relief shall be in addition
           to and not in derogation of any other remedies which may be available
           to the other Party as a result of such breach.

                                       8

<PAGE>

     10.5. Compliance with Law. Either Party may file copies of this Agreement
           -------------------
           with a court or public agency, to the extent necessary to comply with
           applicable law or regulation, including, without limitation, to
           comply with mandatory filing under the rules and regulations of the
           Securities and Exchange Commission and to the extent necessary in
           connection with review by lending institutions, subject to
           appropriate confidentiality restrictions and subject to Section 15.
           The filing Party shall promptly notify the other Party of such
           requirement

11. INDEMNIFICATION/LIMITATION OF LIABILITY.
    ---------------------------------------

     11.1. RMH Indemnity. Subject to the limitations set forth in Paragraph
           -------------
           11.3, RMH agrees to indemnify, defend and hold harmless UPS, its
           parent company, subsidiaries, affiliates, employees, agents and
           assigns from and against all claims, complaints, causes of action,
           liabilities, judgments, losses, penalties, costs and expenses
           (including reasonable attorneys' fees of outside counsel) brought by
           third parties that arise out of or in connection with (i.) its breach
           of or default of any covenant or provision of this Agreement, (ii.)
           the acts, errors, representations, misrepresentations, or negligence
           of RMH, or its officers, employees, affiliates, or agents, or (iii.)
           violation by RMH of a third party's trade secrets, proprietary
           information, trademarks, copyright or patent rights in connection
           with the performance of the Services.

     11.2. UPS Indemnity. Subject to the limitations set forth in Paragraph
           -------------
           11.3, UPS agrees to indemnify, defend and hold harmless RMH, its
           parent company, subsidiaries, affiliates, employees, agents and
           assigns from and against all claims, complaints, causes of action,
           liabilities, judgments, losses, penalties, costs and expenses
           (including reasonable attorneys' fees of outside counsel) brought by
           third parties that arise out of or in connection with (i.) its breach
           of or default of any covenant or provision of this Agreement, (ii.)
           the acts, errors, representations, misrepresentations or negligence
           of UPS or its officers, employees, affiliates or agents, (iii.) RMH's
           compliance with any Policies or Procedures specifically established
           by UPS, (iv.) UPS's failure to provide products or services to its
           Customers or any defect or deficiency in any products or services
           provided by UPS to its Customers, or (v.) violation by UPS of a third
           party's trade secrets, proprietary information, trademarks, copyright
           or patent rights in connection with the performance of its
           obligations under this Agreement.

     11.3. Limitations on Liability. Neither party shall be liable to the other
           ------------------------
           for any indirect, incidental, consequential, exemplary, punitive or
           special damages, arising out of or related to this Agreement
           including, without limitation, damages for loss of business profits,
           business interruption, loss of business information, and the like,
           even if such party has been advised of the possibility of such
           damages. This Paragraph 11.3 shall not apply to either party's (a)
           ability to obtain injunctive or other equitable relief, (b)
           confidentiality obligations under Section 10.

     11.4. Limitations on Warranties. This Agreement contains the only
           -------------------------
           warranties, express or implied, made by either party. Any and all
           other warranties, express or implied, are expressly excluded and
           declined. Each party disclaims any implied warranties, promises and
           conditions of merchantability, fitness for a particular purpose,
           whether as to the services or any deliverables.

12. INSURANCE.  RMH shall maintain during the term of this Agreement all
    ---------
    insurance and/or bonds required by law and as set forth herein, including
    but not limited to: (i.) Workmen's Compensation Insurance as prescribed by
    the law of the state in which the Services are performed; (ii.) Employer's
    Liability Insurance with limits of at least [REDACTED DUE TO REQUEST FOR
    CONFIDENTIAL TREATMENT] for each occurrence; (iii.) Comprehensive General
    Liability Insurance and, if the use of automobiles is required,
    comprehensive automobile liability insurance for owned, hired and non-owned
    automobiles, with limits of at least [REDACTED DUE TO REQUEST FOR
    CONFIDENTIAL TREATMENT] combined single limit for bodily injury, death, and
    property damage; (iv.) Professional Liability and Errors and Omissions
    Insurance covering RMH and UPS against damages caused by RMH of at least
    [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] per occurrence; and
    (v.) Fidelity bond coverage, covering acts of employee dishonesty of at
    least [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] per incident;
    (vi.) such other "umbrella" and "excess" policy coverage which RMH or its
    parent corporation may have in effect from time to time to cover the actions
    of RMH, its employees and agents. UPS is to be named additional insured for
    the purposes of this Agreement as its interests may appear. RMH shall, prior
    to the start of work, furnish certificates or adequate proof of the
    foregoing insurance. Further, RMH will ensure that each such certificate
    shall state that the insurance will not be canceled or modified unless UPS
    is given thirty (30) days prior notice of such modification or cancellation.

                                       9

<PAGE>

13. INTELLECTUAL PROPERTY.
    ---------------------

     13.1. No License. Except as expressly provided in this Agreement, nothing
           ----------
           in this Agreement shall be deemed to grant a Party any license,
           sublicense, copyright interest, proprietary right or other claim
           against or interest in the other Party's copyrights, patents, or
           other intellectual property.

     13.2. Use by Employees. Neither Party will use, or permit their respective
           ----------------
           employees, agents and subcontractors to use, the trademarks, service
           marks, logos, trade names or other proprietary designations of the
           other Party, or the other Party's affiliates, whether registered or
           unregistered, except in performance of the Services and obligations
           under this Agreement, and with such other Party's prior written
           consent.

14. PUBLICITY AND USE OF RMH's AND/OR UPS's NAME.  The Parties agree that they
    --------------------------------------------
    will not make, and they will prevent any of their subcontractors from
    making, without the prior written consent of the other Party, any news
    release or public announcements which would confirm or deny the existence or
    the terms and conditions of all or any part of this Agreement or any
    discussions or negotiations culminating herein, or the fact or nature of
    their participation hereunder, or any phase of any Services provided or
    activity conducted hereunder including, but not limited to, such information
    as the location of Centers, number of CSRs, and related Center Management
    and Administrative Personnel or any other information, whether or not
    Confidential or Proprietary Information, which would relate to or reflect on
    the nature or quality of the Services or obligations provided pursuant to
    this Agreement. RMH represents that it will not make a public filing
    mentioning this Agreement unless such filing is mandatory under the
    Securities and Exchange Commission Rules and Regulations. In the event RMH
    is required under Securities and Exchange Commission Rules and Regulations
    to make a mandatory public filing which will mention UPS or this Agreement,
    RMH shall immediately notify UPS and RMH shall seek confidential treatment
    from the Securities and Exchange Commission for any attachment to such
    mandatory filing. Violation of this Paragraph shall be considered a material
    breach and cause for termination under Section 6.

15. FRAUD PROCEDURES. RMH shall use reasonable efforts to take the following
    ----------------
    measures to help minimize fraud:

     15.1. Destruction of Notes.  Destroy all CSR notes used at the Centers
           --------------------
           periodically as directed by UPS;

     15.2. Investigation. Give UPS reasonable and appropriate assistance in the
           -------------
           investigation of fraud by an RMH employee and RMH will bear the
           investigation, restitution, and recovery costs involved in any proven
           cases of fraud;

     15.3. Paperless Environment. Make reasonable efforts to establish and
           ---------------------
           implement a standard operating procedure for maintaining a paperless
           environment absent exigent circumstances;

     15.4. Control Recordation of Authorization Codes. Establish and implement a
           ------------------------------------------
           standard operating procedure to control the recordation of customer
           authorization codes in any media except as jointly agreed upon by UPS
           and RMH to support the delivery of Services and absent exigent
           circumstances; and

     15.5. Periodic Reviews. Allow UPS to make periodic reviews of RMH's fraud
           ----------------
           procedures, as such procedures relate to fraud control hereunder.

16. FORCE MAJEURE.
    -------------

     16.1. Force Majeure. Neither Party shall be liable for a failure or delay
           -------------
           in performance of its obligations hereunder by reason of any
           circumstance which is caused by an act of God, or other factors
           beyond its reasonable control, including labor disputes, where such
           delay or failure could not have been prevented by reasonable
           precautions and cannot reasonably be circumvented by the Party
           through the use of alternate sources, work-around plans, or other
           means. During a force majeure occurrence, the non-performing Party
           shall be excused from any further performance or observance of the
           obligation(s) so affected for as long as such circumstances prevail
           and such Party continues to use its best efforts to recommence
           performance or observance whenever and to whatever extent possible
           without delay. The failure or a delay of an equipment vendor shall
           not be considered beyond the control of a Party. If either Party
           becomes aware of any such factor that would cause a delay or failure
           in performance, it shall immediately notify the other Party of the
           existence of such factor and probable length of continuation thereof,
           and no Party's failure or delay in performance will be excused under
           this Section before such notice is provided.

                                       10

<PAGE>

17.  DISPUTE RESOLUTION PROCEDURES. In the event of a dispute under this
     -----------------------------
     Agreement, other than a dispute related to the release of Confidential or
     Proprietary Information, the Parties agree to take the following steps to
     resolve the dispute:

     17.1.  RMH's Center Management and Administrative Personnel and UPS's
            Operation Team will make good faith efforts to resolve the matter
            before forwarding the matter to the next level;

     17.2.  If the matter is not resolved within 30 days by the respective teams
            under Section 17.1, the matter will then be referred to the
            respective Authorized Individuals named in Schedule D;

     17.3.  If the matter is not resolved within 14 days by the Authorized
            Individuals under Section 17.2, the matter shall be referred to the
            most senior Authorized Individuals for UPS and RMH.

18.  GOVERNING LAW. This Agreement shall be interpreted, construed and governed
     -------------
     by the laws of the State of Georgia without regard to its conflict of law
     provisions.

19.  IMMIGRATION LAWS COMPLIANCE.
     ---------------------------

     19.1.  RMH warrants, represents, covenants and agrees that it will not
            knowingly assign to perform Services under this Agreement any
            individual who is an unauthorized alien under the Immigration Reform
            and Control Act of 1986 or its implementing regulations.

     19.2.  In the event any RMH personnel performing Services under this
            Agreement, or other individual(s) providing Services to UPS on
            behalf of RMH under this Agreement, are discovered to be
            unauthorized aliens, RMH will immediately remove such individuals
            from performing Services and replace such individuals with
            individuals who are, to RMH's knowledge, not unauthorized aliens.

20.  NO ASSIGNMENT. This Agreement may not be assigned by any Party by operation
     -------------
     of law, or otherwise, except with the prior written consent of the other
     Party. Neither Party shall voluntarily or by operation of law assign,
     sublicense, transfer, encumber or otherwise dispose of all or any part of
     its interest in this Agreement without the prior written consent of the
     non-assigning Party. Any attempted assignment, sub-license, transfer,
     encumbrance or other disposal without such consent shall be void and shall
     constitute a material default and breach of this Agreement. A change in the
     controlling interest of a Party shall not be deemed an assignment for
     purposes of this section except if the holder of such controlling interest
     is a competitor of UPS, its parent, subsidiaries or affiliates.
     Notwithstanding the foregoing, either Party may assign, sublicense or
     transfer its rights and obligations hereunder to an adequately capitalized
     affiliate or subsidiary to which its relevant operations and assets are
     transferred and which is not a competitor of UPS, its parent, subsidiaries
     or affiliates.

                                       11

<PAGE>

21.  NOTICES.  Any notice, consent, approval, election or other communication
     -------
     provided for in this Agreement shall be in writing and shall be either (i)
     personally delivered, (ii) sent by reputable overnight courier service
     (charges prepaid), or (iii) sent via facsimile (with confirmation of
     transmission) to the addresses listed below. The Parties agree that this
     Section does not apply to regular operational communications:

<TABLE>
<CAPTION>
<S>                                                    <C>
               If to UPS:

     United Parcel Service OASIS Supply Corporation
     55 Glenlake Parkway, NE
     Suite 200
     Attention: Betty Schmitz
     Atlanta, Georgia 30328
     Facsimile: 404-828-6777

               With copies to:

     United Parcel Service OASIS Supply Corporation.        United Parcel Service OASIS Supply Corporation.
     55 Glenlake Parkway, NE                                55 Glenlake Parkway, NE
     Suite 200                                              Attention: Legal Department
     Attention: Linda Skyrme                                Atlanta, Georgia 30328
     Atlanta, Georgia 30328
     Facsimile: 404-828-6777

               If to RMH:

     RMH Teleservices, Inc.
     40 Morris Avenue
     Bryn Mawr, PA 19010
     Attention:  Scot Brunke
     Facsimile: (610) 520-5354

               With copies to:

     RMH Teleservices, Incorporated
     Wolf, Block Schorr & Solis-Cohen
     1650 Arch Street
     Philadelphia, PA 19103
     Attention: Jay Dubow, Esq.
     Facsimile: (215) 977-2334
</TABLE>

     Any Party may change the address, person or facsimile number to which its
     communications are sent by giving notice as provided for herein.

22.  NO WAIVER. The failure of either Party in any one or more instances to
     ---------
     insist upon strict performance of any of the terms and provisions of this a
     waiver or relinquishment, to any extent, of the right to assert or rely
     upon any such terms, provisions or options on any future occasion.

23.  HEADINGS. The Section headings and numerical divisions contained in this
     --------
     Agreement are for reference purposes only and shall not affect in any
     manner the meaning or interpretation of this Agreement. The use of the
     words "shall" and "will" are intended by the Parties to have the same
     meaning throughout this Agreement.

24.  SEVERABILITY. If any of the provisions of this Agreement shall be invalid
     ------------
     or unenforceable, such invalidity or unenforceability shall not invalidate
     or render unenforceable the entire Agreement, but rather the entire
     Agreement shall be construed as if not containing the particular invalid or
     unenforceable provision or provisions, and the rights and obligations of
     the Parties shall be construed and enforced accordingly.

                                       12

<PAGE>

25.  ENTIRE AGREEMENT, AMENDMENTS, MODIFICATIONS, THIRD PARTY BENEFICIARIES AND
     --------------------------------------------------------------------------
     SURVIVAL.
     --------

     25.1.  Entire Agreement. This Agreement shall become binding when executed
            ----------------
            by both Parties. This Agreement constitutes the entire Agreement
            between UPS and RMH with respect to the subject matter hereof and
            supercedes any previous agreements or understandings with respect to
            that subject matter.

     25.2.  Modification. This Agreement shall not be amended or modified in any
            ------------
            manner, except by an instrument in writing signed by duly authorized
            representatives of each of the Parties hereto.

     25.3.  No Third Party Beneficiaries. Except as specifically provided
            ----------------------------
            herein, no person not a Party hereto shall have any interest herein
            or be deemed a third party beneficiary hereof. This Agreement shall
            not provide any person or entity not a Party to this Agreement with
            any remedy, claim, liability, reimbursement, cause of action or
            other right in addition to those existing without reference to this
            Agreement.

     25.4.  Survival. Those provisions of this Agreement that require
            --------
            performance or impose obligations that extend beyond the terms of
            this Agreement shall survive any termination or expiration of the
            Agreement.

26.  ORDER OF PRECEDENCE.  In the event of an inconsistency between or among the
     -------------------
     textual provisions of the Agreement and/or the Schedules, the inconsistency
     shall be resolved by giving precedence in the following order:

                    1. Text of Agreement

                    2. Schedules to the Agreement

27.  COMPLIANCE WITH LAW.
     --------------------

     27.1.  RMH Compliance.  At all times during the term of this Agreement, RMH
            --------------
            shall fully comply, and be and remain in compliance, with all
            applicable laws, rules and regulations, and the terms of this
            Agreement relating to or affecting the performance of its
            obligations hereunder, including, but not limited to, the federal
            Telephone Consumer Protection Act and all state equivalent laws,
            along with laws related to employment of labor, hours of labor,
            working conditions, payment of wages, and payment of taxes, such as
            unemployment, social security and other payroll taxes, and shall
            secure and maintain in full force and effect all licenses, permits
            and authorizations necessary for the performance of its obligations
            hereunder. Additionally, RMH will fully comply with any requirements
            imposed upon UPS by any regulatory body or court, whether by Order,
            Judgment, Settlement or Consent Decree, as regards the Services.

     27.2.  UPS Compliance.  At all times during the term of this Agreement, UPS
            --------------
            shall fully comply, and be and remain in compliance with all
            applicable laws, rules and regulations, and the terms of this
            Agreement relating to or affecting the performance of its
            obligations hereunder, and shall secure and maintain in full force
            and effect all licenses, permits and authorizations necessary for
            the performance of its obligations hereunder.

     27.3.  Notification. Each Party shall immediately notify the other Party in
            ------------
            writing of the commencement or threatened commencement of any
            action, suit or proceeding, and the issuance or threatened issuance
            of any order, writ, injunction or decree, involving its activities
            under this Agreement.

                                       13

<PAGE>

28.  SUBCONTRACT FLOW-DOWN.  RMH agrees to comply with the following Federal
     ---------------------
     Acquisition Regulation (FAR) clauses, to the extent that they are
     applicable, which are incorporated in this Agreement by reference to
     implement provisions of United States laws or Executive Orders.

     28.1 FAR clauses applicable to all contracts:
               (1)  48 CFR 52.222-26, Equal Opportunity (E.O. 11246);
               (2)  48 CFR 52.222-35, Affirmative Action for Special Disabled
                    and Vietnam Era Veterans (38 U.S.C. 4212(a)); and
               (3)  48 CFR 52.222-36, Affirmative Action for Handicapped workers
                    (29 U.S.C. 793)

     28.2 Notwithstanding any other clause of this Agreement, RMH is not
          required to include any FAR provision or clause, other than those
          listed in (a) above, to the extent they are applicable (and as may be
          required by an addenda to this paragraph to establish the
          reasonableness of prices under FAR Part 15), in a subcontract at any
          tier for commercial items or commercial components. Commercial item,
          as used in this clause, has the meaning contained in the clause at 48
          CFR 52.202-1, Definitions.

     28.3 FAR clauses applicable to certain contracts as specified in each
          clause:
               (1)  48 CFR 52.203-6, Restrictions on Subcontractor Sales to the
                    Government, with Alternate I (41 U.S.C. 253g and 10 U.S.C.
                    2402);
               (2)  48 CFR 52.219-8, Utilization of Small Business Concerns and
                    Small Disadvantaged Business Concerns (15 U.S.C. 637(d)(2)
                    and (3));
               (3)  48 CFR 52.219-9, Small, Small Disadvantaged and Women-Owned
                    Small Business Subcontracting Plan (15 U.S.C. 637(d)(4));
               (4)  48 CFR 52.222-37, Employment Reports on Special Disabled
                    Veterans and Veterans of the Vietnam Era (38 U.S.C. 4212);
                    and
               (5)  48 CFR 52.222-41, Service Contract Act of 1965, as Amended
                    (41 U.S.C. 351, et seq.)

     28.4 RMH shall include the terms of this clause, including this Paragraph
          (28.4) in subcontracts awarded under this Agreement.

     IN WITNESS WHEREOF, the Parties have executed this Agreement through their
     authorized representatives.

    RMH TELESERVICES, INC.                         UNITED PARCEL SERVICE
                                                 OASIS SUPPLY CORPORATION

/s/ Paul J. Burkitt                          /s/ Betty M. Schultz
-------------------------------              -------------------------------
Signature                                     Signature

    Paul J. Burkitt                              Betty M. Schultz
-------------------------------              -------------------------------
Name                                           Name

EVP Sales & Marketing                          VP and General Manager
-------------------------------              --------------------------------
Title                                           Title

                                       14

<PAGE>

                        List of Schedules and Exhibits

Schedule A -   Definitions
Schedule B -   Performance Standards
Schedule C -   Pricing
Schedule D -   Authorized Individuals
Exhibit  A -   Consent Form
Exhibit  B -   Cost Model

                                       15

<PAGE>

                                  Schedule A

                                  DEFINITIONS
                                  -----------

Terms appearing in initial capital letters shall have the meaning set forth in
this Schedule and/or as elsewhere set forth in the Agreement.
  "ABay" shall mean a type of training that is split between "classroom" work
    and time the CSR or is plugged into the ACD making or handling calls.
  "ACD" shall mean automatic call distribution equipment.
  "Agreement" means this Agreement for provision of Call Center Services between
    United Parcel Service OASIS Supply Corporation and RMH Teleservices, Inc.,
    including the principal agreement and all Schedules and Exhibits.
  "Attrition" shall mean the loss of CSRs that results from normal business
    events such as voluntary terminations, involuntary terminations, internal
    promotions, internal demotions and retirements.
  "Authorized Individuals" shall be those individuals identified in Schedule D
  "Center Management and Administrative Personnel" shall mean RMH personnel
    responsible for directing the activities of Centers.
  "Customer " or "UPS Customer" shall mean a current or potential customer of
    UPS.
  "Customer Service Representative" or "CSR" shall mean an employee, agent or
    independent contractor of RMH who has responsibility for providing Customer
    Services at the Centers in accordance with the terms of this Agreement.
  "HR Recruiter" shall mean an employee or independent contractor of RMH who has
    responsibility for the recruitment of employee's to fill open positions at
    the Center.
  "Internal Centers" shall mean UPS's own customer service and telemarketing
    call centers.
  "LAN" shall mean local area network.
  "Parties" shall mean UPS, Inc. and RMH Teleservices, Inc.
  "Policies and Procedures" means the UPS Policies and Procedures for performing
    telemarketing and customer service.
  "Schedule Adherence" shall mean a comparison of actual CSRs versus planned
    CSRs at each 1/4-hour time period.
  "Seasonality" shall mean those periods where Services decrease due to the
    holiday season, resulting in a reduced number of working days during the
    holiday season months.
  "Segment" shall mean a specified type of Customer Service Call.
  "Supervisor" shall mean an employee or independent contractor of RMH who has
    responsibility for first line supervision of CSR's.
  "System Hour" shall mean hours for which CSRs logged into the UPS system or
    switch providing service to UPS or its customer or available to provide such
    services.
  "Talk Time" shall mean the time involved in handling a call, starting when a
    Call is seized by a CSR and ending when the Call is released by a CSR or is
    otherwise disconnected as measured by the ACD.
  "Training Hour" shall mean the time a CSR or is in UPS- specific training.
    The term "Training Hour" does not include time spent by a CSR in Initial
    Training, logged onto the system, scheduled breaks, means, on sick leave,
    disability leave, family leave, vacation, jury duty or military service.
  "Unavailable Time" shall mean the total time, in seconds, a CSR was logged in
    to the ACD but unavailable to take Calls.
  "Work Hour or System Hour" shall mean each hour that a CSR is logged onto the
    system making a Call or waiting to make a Call as measured by the ACD. The
    term "Work Hour" does not include time spent by a CSR in ongoing training,
    meetings, pre-shift meetings, scheduled breaks, unscheduled breaks,
    Unavailable Time, meals, on sick leave, disability leave, family leave,
    vacation, jury duty or military service.
  "Work Time" shall mean time spent by a CSR performing follow-up work on a Call
    (account notation, etc.), as measured by the ACD.  During Work Time, a CSR
    is signed onto the ACD in the Work Time state and is not available to answer
    a Call. The average of Work Time per Call Handled shall be known as "Average
    Work Time" ("AWT') and shall be calculated by dividing total Work Time by
    total Calls Handled.

                                       16

<PAGE>

                                  SCHEDULE B

                             Performance Standards
                             ---------------------

                          Domestic Quality Scorecard

             [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]

Privileged and Confidential - Information contained herein is for the use of
intended personnel only. You are hreby notified that any use of information by
other than the intended personnel is strictly prohibited. If you are not the
intended recipient of this information, immediately return it to the appropriate
personnel

                                       17

<PAGE>

                        International Quality Scorecard

             [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]

Privileged and Confidential - Information contained herein is for the use of
          intended personnel only. You are hereby notified that any use of
          information by other than the intended personnel is strictly
          prohibited. If you are not the intended recipient of this information,
          immediately return it to the appropriate personnel.

                                      18

<PAGE>

                                   SCHEDULE C

                                    Pricing
                                    -------

             [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]

                                       19

<PAGE>

                                  SCHEDULE  D

                             Authorized Individuals
                             ----------------------

Authorized Individuals may be changed by a Party at any time pursuant to the
Notice Provisions in Section 21.

RMH Authorized Individuals

John Fellows       CEO
Bob Berwanger      COO
Scot Brunke        CFO
Paul Burkitt       EVP Sales & Marketing
Jim McGrath        SVP Operations

United Parcel Service OASIS Supply Corporation. Authorized Individuals

Betty Schmitz      Vice President Corporate Customer Service Centers
Keith Barbier      Operations Manager
Jim Daniels        Support Services Manager
Roberta Declusin   Operations Manager
Leonard Powell     Finance Manager
Linda Skyrme       Vendor Manager

                                       20<PAGE>

                                                                   Exhibit 10.43

                      CUSTOMER SUPPORT SERVICES AGREEMENT

This Support Services Agreement (the "Agreement") is entered into by and between
Microsoft Corporation ("Microsoft"), a Washington corporation, located at One
Microsoft Way, Redmond, Washington and RMH Teleservices, Inc. ("Company"), a
Pennsylvania_corporation, located at 40 Morris Avenue, Bryn Mawr, PA  19010
(collectively, the "Parties"), and effective as of October 1, 2000 ("Effective
Date").

                                 R E C I T A L S

     WHEREAS, Company is engaged in the business of providing call center
services to commercial customers; and

     WHEREAS, Microsoft desires to engage Company to provide the specific call
center services described below during the Term for MSN Internet Access upon the
terms and conditions set forth below and in the attached exhibits hereto (as
described herein);

     NOW, THEREFORE, in consideration of the mutual covenants and obligations
set forth herein and for other good and valuable consideration, the receipt and
sufficiency of which are hereby acknowledged, Company and Microsoft agree as
follows:

1.   DEFINITIONS.

     The capitalized terms listed below shall have the following meanings when
used in this Agreement and any exhibits, attachments, and amendments.

 (a) "Abandoned Call" shall mean a Call that reaches the ACD but is terminated
     prior to being answered by a Support Professional.

 (b) "ACD" shall mean the automatic call distribution system located at
     Company's facility.

 (c) "Average Speed to Answer" or "ASA" shall mean the average time before a
     Call is answered by a Support Professional.  The counter starts when the
     Call is presented to the ACD, and does not include the main greeting time
     prior to presentation to the ACD.

 (d) "Call" shall mean a telephone call routed to Company for resolution
     pursuant to the terms of this Agreement.

 (e) "Customer" shall mean any end-user or potential end-user of a Product.

 (f) "Effective Date" shall mean the date on which this Agreement becomes
      effective as set forth in the first paragraph of this Agreement.

 (g) "E-mail Inquiry Response Time" shall mean the time interval between the
     time at which an electronic inquiry entered the Company's mailbox and the
     time at which a final response resolving the matter was sent back to the
     originator of the electronic inquiry.

 (h) "E-mail Inquiry Support Services" shall mean the services specified herein
     to be provided by Company to Customers whose electronic messages are
     directed to Company via a predetermined electronic mailbox.

                             Microsoft Confidential                            1

<PAGE>

 (i) "Handled Calls" shall mean total Calls taken by a Support Professional, as
     opposed to calls resolved or terminated in the ACD.

 (j) "Offered Calls" shall mean total Calls presented to the ACD and does not
     include Calls that terminate prior to reaching the ACD.  This is also the
     sum of total Handled Calls and Abandoned Calls.

 (k) "Product" shall mean the MSN Internet Access service.

 (l) "Service Level Requirements" shall be those requirements set forth in
     Section 2(b).

 (m)  "Services" shall mean the customer support services to be provided by
     Company under this Agreement as specified in the applicable Exhibit A
     (Customer Service Support Services A-1, Remote Account Creation Services A-
     2 and Save Support A-3).

 (n) "Support Professional" shall mean any individual, including, but not
     limited to, employees, agents or independent contractors, approved by
     Microsoft, of Company, who has any responsibility for providing any
     Services in accordance with the terms of this Agreement, including, without
     limitation, supervisors and other management personnel.

 (o) "Talk Time" shall mean the total time from when a Handled Call was
     answered by a Support Professional until the time that the Call connection
     is disconnected. "Average Talk Time" or "ATT" shall mean the total Talk
     Time during the applicable period divided by the total Handled Calls during
     the applicable period.

 (p) "Term" shall mean the duration of this Agreement pursuant to Section 7.

2.   SERVICES.
     --------

     (a)  General.  Company agrees to provide Services to Customers on a
          -------
nonexclusive basis in accordance with the terms and conditions of this
Agreement. The Services shall include, without limitation, responding to all
telephone and e-mail (upon the mutual approval of the parties) inquiries from
Customers, concerning the Product. Company will be responsible for maintaining
all necessary equipment, software and services necessary to provide the Services
including, without limitation, the equipment and software necessary to handle
all Customer telephone and e-mail inquires, including all costs associated
therewith. Microsoft will be responsible for the provision and maintenance of
the telecommunication equipment which directs telephone calls from Microsoft to
Company's ACD.

     (b)  Performance Requirements/Escalation Procedures.
          ----------------------------------------------

          (i)  Company shall use reasonable efforts and capable expertise to
resolve Customer inquiries; provided that Company shall, at a minimum, follow
all policies and procedures set forth in any training materials as described in
Section 2(j).

          (ii) Unless otherwise specified on the applicable Exhibit A1-A3,
Company shall meet or exceed the following Service Level Requirements:

             [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]

              Microsoft Confidential                                           2

<PAGE>

For telephone calls, the "Service Level" will represent the percentage of calls
presented to the Company's ACD that are answered by a Support Professional
within the specified timeframe.  For e-mail inquiries, the "Service Level
Requirement" will represent the percentage of inquiries answered between the
time at which an e-mail inquiry entered the Company's mailbox and the time at
which a reasonable response resolving the matter was sent back to the originator
of the e-mail inquiry. Company's compliance with the Service Level Requirements
will be calculated on a monthly basis using the average of all of the days of
the month.

In any calendar month when Company fails to meet a particular Service Level
Requirement for a given Service (i.e. telephone call or e-mail inquiry) the
following Performance Adjustment Deduction, unless otherwise specified on the
applicable Exhibit A1-A3, will be credited against that particular month's
applicable Fees for that Service:

             [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]

In the event, however, that the actual call volume received for a given month
exceeds 110% of the forecasted amount and Company has achieved the forecasted
number of Handled Calls as Microsoft has forecasted for that month, Company will
be relieved of all service level penalties.

Under no circumstances shall Company implement a "forced busy signal" or in any
other way block call or e-mail traffic without Microsoft's express written
consent.  For any day during which unauthorized busy signals or blocking are
implemented, that day's performance will be counted as zero percent (0 %) for
the purposes of calculating a deduction in Service Fees.

          (iii)  Customer Surveys. Unless otherwise specified on the applicable
                 ----------------
Exhibit A1-A3, Company shall ensure that at least [REDACTED DUE TO REQUEST FOR
CONFIDENTIAL TREATMENT] of the Customers surveyed rate the service provided by
Company "Very Satisfied" (the "Single Quality Service Requirement") and at least
[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] surveyed rate the service
either "Very Satisfied" or "Somewhat Satisfied" (the "Combined Quality Service
Requirement") as measured in "Quality Service Monitor Surveys." Such surveys may
be conducted by Microsoft or a third party survey vendor selected by Microsoft
("Surveyor") on a quarterly basis, or more or less frequently as reasonably
determined by Microsoft. Company shall cooperate with Surveyor in providing the
names, e-mail addresses and phone numbers of all Customers who have contacted
Company for support during the survey period, and this data shall be provided
within twenty-four (24) hours from the time of the Customer contacting Company.
The Surveyor, at Microsoft's expense, will select the respondents, call back
after service has been delivered, administer the survey,

                             Microsoft Confidential                            3

<PAGE>

calculate the results and report the results to Microsoft and Company within a
mutually agreed upon time frame. In the event that Company's actual performance
is less than the Quality Service Requirement, a deduction will be credited
against the total amount of the per minute rate applicable for that particular
month (or other time period as may be determined by Microsoft) as specified in
Section 4(a). In the event that Company's actual performance is greater than the
Quality Service Requirement, a positive adjustment will be made to the amount of
the per minute rate applicable for that particular month (or other time period
as may be determined by Microsoft) as specified in Section 4(a).

          (iv)  Escalation Procedures. In the event Company is unable to resolve
                ---------------------
an inquiry after applying reasonable efforts and capable technical expertise,
Company shall escalate the problem to Microsoft as described in the training
materials provided by Microsoft, which escalation shall in no event occur later
than twenty-four(24) hours after the time of the initial inquiry.

     (c)  Equipment.  At all times during the Term, Company will maintain and
          ---------
use in providing the Services, at its own expense, an ACD which at a minimum
shall include automated functionality including, a voice response unit. Company
shall provide, at its own expense, all equipment, services and software
necessary to provide the Services including, without limitation, internet
access, telephones, phone lines, headsets, equipment and software needed to
operate the ACD, the tools provided by Microsoft (e.g. CSS) and personal
computers as specified on Exhibit D.

     (d)  Backup. Company recognizes the need to provide assistance to Customers
          ------
in the event of any disruption in service from any cause, including but not
limited to incapacitating damage to equipment or facilities required in the
performance of the Services, caused by fire, civil disturbance, strikes, acts of
nature or similar situations. In the event Company's facility is incapacitated
for any reason, Company will follow Company's own policies and procedures,
including, but not limited to, its backup and disaster recovery procedures which
are attached as Exhibit C and shall be subject to the approval of Microsoft, in
order to resume providing Services according to the terms of this Agreement.
Microsoft shall have the right to suspend this agreement until services can be
resumed if Company is not able to resume services within 24 hours after the
disruption of service occurred.

     (e)  Reporting.* Unless otherwise specified on the applicable Exhibit
          ---------
A1-A3, Company shall provide Microsoft with the data and reports as specified in
this section in a format designated by Microsoft.

          (i)  Telephone Services.  Company will provide Microsoft the following
               ------------------
ACD statistics on a daily, weekly and monthly basis (as applicable):

        . Service Level on Company's ACD
        . Offered Calls to Company's ACD
        . Calls resolved or terminated in Company's ACD
        . Handled Calls on Company's ACD
        . Average Speed to Answer on Company's ACD
        . Average Talk Time on Company's ACD
        . Number of Abandoned Calls on Company's ACD
        . Percentage of Abandoned Calls to total Calls on Company's ACD
        . Call incident type (at least ninety percent (90%) of Handled Calls
          must be coded by the Support Professional)
        . Percentage of calls logged in the Call Tracking Tool provided or
          approved by Microsoft

          (ii)   E-mail Services.  Unless otherwise specified on the applicable
                 ---------------
Exhibit A1-A3, Company will

                             Microsoft Confidential                            4

<PAGE>

provide Microsoft the following statistics on a daily, weekly and monthly basis:

        . Total number of e-mail inquiries received segregated by source
        . Total number of e-mail inquiries handled/completed.
        . Total number and percentage resolved within twenty-four hours of
          receipt.
        . Average E-mail Inquiry Response Time.
        . Aging report on inquiries not resolved within twenty-four hours.
        . E-mail Inquiry incident types (including cancellations).
        . Explanation to Microsoft when less than ninety percent (90%) of
          inquiries are resolved within twenty-four hours and for each inquiry
          not resolved within seventy-two hours.
        . Weekly executive summary report of center e-mail inquiry performance

*  Microsoft and Company mutually agree that reporting requirements will be met
on a reasonable efforts basis during any disruptions due to Microsoft provided
tools and/or systems and, for reports tied to the CSS tool, during the CSS pilot
phase.

          (iii)  General Information. Unless otherwise specified on the
applicable Exhibit A1-A3, Company will provide Microsoft the following
statistics:

        . Weekly report of issues escalated and aging inquiries, as well as top
          ten issues.
        . Daily exception report when service level targets are not met
        . Weekly, monthly, and cumulative listing of the ten (10) most
          frequently raised incident types.

          (iv)   Staffing.  Company shall provide a monthly staffing report that
                 --------
identifies new hires, attrition, training hours, test results from training, a
mutually approved measurement of the Support Professionals' ability to resolve
the ten most common support issues. Company will provide a breakdown by tenure
of attrition and the reason for the loss of the employee (i.e. transfer,
promotion, left Company, etc.).

          (v)    Monday through Thursday daily statistics will be delivered by 7
a.m. Pacific Standard Time the next morning.  Friday through Sunday daily
reports and weekly reports will be delivered by  7 a.m. Pacific Standard Time
the next Monday.  Monthly reports will be issued the next business day from the
end of each month.  Daily reports will include month-to-date and quarter-to-date
totals for all categories.

          (vi)   Company shall provide Microsoft, in the format requested by
Microsoft, with monthly business summaries, quarterly business review, weekly
executive summary of center and program performance and daily exception reports
when service level targets are not met.

     (f)  Onsite Inspection. Upon twenty-four (24) hours prior notice, Microsoft
          -----------------
has the right to make onsite visits to any facility from which Company provides
the Services, at Microsoft's discretion, for the purpose of confirming
compliance with the terms of this Agreement. In connection with said visits,
Company will provide to Microsoft, at no charge, as and when required by
Microsoft, one office at each facility equipped with the same standard office
equipment as is provided to management personnel of Company at such facility.

     (g)  Subcontracting. Company will not subcontract any of its obligations or
          --------------
sublicense any of its rights hereunder without the prior written approval of
Microsoft except to RMH Teleservices International, Inc., a wholly owned
subsidiary of the Company.

                             Microsoft Confidential                            5

<PAGE>

     (h)  Confidentiality of Service Requests/Incidents. Except as expressly
          ---------------------------------------------
provided herein, nothing in this Agreement shall give Company the right to
modify, reproduce, distribute and/or publish any information regarding the
Services including, without limitation, inquiries from Customers, Customer
information obtained by Company, statistics regarding customer incidents, or
Company's resolution of incidents, all of which shall be considered confidential
information under this Agreement, as further discussed in Section 9.

     (i)  Personnel.
          ---------

          (i)   Company shall be responsible for determining the number of
Support Professionals to be employed by Company for the purpose of handling all
Company obligations under the Agreement. Company shall be solely responsible for
all compensation of any nature accruing to the Support Professionals for
Services performed by the Support Professionals. Company shall collaborate with
Microsoft in the definition of the hiring profile and job skill set for Support
Professionals. Company shall ensure that all Support Professionals have
reference checks completed prior to providing services hereunder. Company shall
provide Microsoft with complete information regarding its hiring practices,
including but not limited to information regarding hiring profiles, experience
base and skills of trainers. All Support Professionals shall be competent in
personal computer use, and have the ability to support on-line applications as
set forth in the Microsoft provided Hiring Profile as updated from time to time
and provided to the Company.

          (ii)  If the volume of inquiries warrants and the parties mutually
agree, then Company shall provide one person to serve as Business Analyst for
the Products (or individual products as the parties may mutually agree).

     (j)  Company-Provided Training.
          -------------------------

          (i)   Company is responsible for implementing training procedures for
all Support Professionals to ensure that such personnel comply with the
requirements of this Agreement.  Specifically, Company shall ensure that all
Support Professionals undertake and successfully complete all applicable
training programs for the Product provided or required by Microsoft, from time
to time, as Microsoft in its sole discretion deems necessary to enable Company
to provide the Services outlined in this Agreement including, without
limitation, training on client server and Web server environments.  At all times
during the Term, Company shall ensure that each Support Professional is capable
of responding to Customer inquiries regarding the Product for which Company is
currently providing Services.  All training materials, courses, policies and
procedures to be implemented by Company with regard to the Services (including
the expected length of each training course) must be approved by Microsoft in
writing prior to the start of the training course.  Company will designate at
least one ongoing trainer for the Services.  Company shall develop both pre- and
post-training tests to measure training effectiveness, and it will use
reasonable efforts to ensure that, on an ongoing basis, all Support
Professionals can solve the ten most common support issues of the previous month
for the Product in a manner consistent with Microsoft practices.

          (ii)  Company will assign trainers to the Product who perform well in
a high-change environment, who demonstrate a passion for representing Microsoft
and the Product, and who achieve quality results through performance-based
teaching methods. Company will provide classrooms with systems and software
suited for hands-on learning and include activity-based learning in all
training. Company will certify a pool of trainers on the IMPACT Service Delivery
programs.

     (k)  Microsoft Provided Training. Microsoft will provide "train-the-
          ----------------------------
trainer" training at no charge to Company.  Such training includes but is not
limited to any scripts, product information,

                             Microsoft Confidential                            6

<PAGE>

communications collateral, procedures, policies, support solutions, job aids
and/or specific guidelines by Microsoft for handling calls. Company will utilize
Supportweb as the single- source of information for the Product. Company will
educate and promote use of Supportweb. Training shall include a
Microsoft-conducted training session for Company trainers to be conducted at a
mutually agreed upon location. Company acknowledges and agrees that as a result
of Microsoft providing "train-the- trainer" training and materials, Company
shall be responsible for internal and ongoing training, per Microsoft's Training
Implementation specification, of the Support Professionals after receiving the
"train-the-trainer" training and materials. Company is granted a non-exclusive,
personal, non-transferable, non- assignable, royalty-free license to reproduce
for the Term such "train-the- trainer" materials for its internal use only, to
provide the internal and ongoing training required under the terms of this
Agreement. Microsoft's training materials may not be reproduced, adapted,
distributed, used, or made available to the public or any third party, except as
expressly licensed in this Agreement or otherwise in writing by Microsoft.
Company will ensure that all materials provided to any Support Professional
pursuant to this Agreement will be returned to Company upon termination of such
person's relationship with Company. The license grant provided for in this
section shall expire upon expiration or termination of this Agreement. Upon
expiration or termination of this Agreement, Company shall immediately return to
Microsoft, or, at Microsoft's direction, destroy, any and all materials provided
to Company by Microsoft under this Agreement, including all copies thereof.

     (l)  Training Quality Review and Monitoring. Company trainers and a small
          --------------------------------------
representative sample of Support Professionals shall provide input in the
definition, design and development of training materials and courses developed
by Microsoft, and of rollout plans for new training required by Microsoft, if
requested by Microsoft. Company shall provide Microsoft with information
regarding the effectiveness of the training materials and corresponding Support
Professional performance test data on a quarterly basis, as well as information
regarding planned and actual training programs conducted by Company. This
information includes but is not limited to: Support Professional skill profile
information, course evaluations, as well as knowledge and performance testing
data. Company will also provide Microsoft shall have the right to conduct random
quality checks on training materials and courses implemented by Company.
Microsoft shall have the right, upon reasonable notice, to audit Company's
training programs and training attendance records and quality statistics for
Support Professionals to ensure compliance with the training requirements in
this Agreement. Such audit rights shall include, without limitation, onsite
audits at facility where Company is providing the Services.

     (m)  LAN Security. Company shall comply with the terms of Exhibit B,
          ------------
Security Obligation

     (n)  Changes in Service.
          ------------------

          (i)   Microsoft may request reasonable changes in the scope or manner
of performance of the Services being performed by Company hereunder. All change
requests will be submitted in writing to the Company authorized representative.
Upon receipt of each such request from Microsoft ("Change Request"), Company
will evaluate the impact that the Change Request will have on the resources
required by Company to perform the Services and the amounts then payable to
Company hereunder. Company will give written notice to Microsoft as to the
results of such evaluation ("Change Proposal") as soon as reasonably possible
following receipt of that Change Request.

          (ii)  To the extent that such changes set forth in the Change Request
can reasonably be performed within the Service Level Requirements then
established for the Services without a material increase (as reasonably agreed
to by Company) in the Company resources then being utilized, there will be no
adjustments to the amounts payable to Company hereunder, and Company will begin
performing the Services in accordance with the Change Request within thirty (30)
days of Microsoft's submission of such Change Request.

                            Microsoft Confidential                             7

<PAGE>

          (iii)  If the requested changes set forth in the Change Request cannot
be performed within the Service Level Requirements then-established for the
Services without a material increase in Company resources then being utilized,
the parties agree to negotiate in good faith (and document in writing) a
mutually agreeable and fair adjustment to the amounts to be paid to Company
hereunder for the modified Services. Company shall begin performing the
requested changes after the parties have agreed on the additional amounts to be
paid to Company.

     (o)  Insurance.
          ---------

          (i)    Prior to the date on which this Agreement is executed and
throughout the entire performance of Services by Company, Company shall procure
and maintain insurance reasonably adequate to cover any and all liability that
Company may incur as a result of the performance of Services under this
Agreement. Without limiting the foregoing, Company agrees that such insurance
shall include the following lines of coverage (with minimum limits of [REDACTED
DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] per occurrence) to the extent the
Agreement creates exposures generally covered by these insurance policies:
Commercial General Liability (Occurrence Form), Automobile Liability, Workers
Compensation (statutory limits), and Employers Liability and Company shall
maintain Professional Liability; and Errors & Omissions Liability Insurance with
policy limits of not less than [REDACTED DUE TO REQUEST FOR CONFIDENTIAL
TREATMENT] Dollars [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] for each
claim with a deductible of not more than [REDACTED DUE TO REQUEST FOR
CONFIDENTIAL TREATMENT] Dollars [REDACTED DUE TO REQUEST FOR CONFIDENTIAL
TREATMENT] Such insurance shall include coverage for infringement of any
proprietary right of any third party, including without limitation copyright,
trade secret, and trademark infringement as related to Company's performance
under this Agreement. The insurance retroactive coverage date will be no later
than the Effective Date. Company shall maintain an extended reporting period
providing that claims first made and reported to the insurance company within
two (2) years after Microsoft's final payment for the Services will be deemed to
have been made during the policy period.

          (ii)   Upon request, Company shall deliver to Microsoft proof of such
coverage.  In the event that Company's proof evidences coverage which Microsoft
reasonably determines to be less than that required to meet Company's
obligations created by this Agreement, then Company agrees that it shall
promptly acquire such coverage and notify Microsoft in writing thereof.

     (p)  Employee Performance. Company may assign, reassign and substitute
          --------------------
personnel, including, but not limited to, any Support Professional, at any time
and may provide the same or similar services and materials to other customers
upon prior written notice to Microsoft. Company shall allocate its resources in
such a manner that Microsoft shall receive sufficient quantitative and
qualitative access to Company resources to ensure that all Services required or
desired by Microsoft are provided; provided that Company shall use its
reasonable efforts to maintain the most experienced employees on the Product
account and shall provide employees assigned to the Product account with a
career path that encourages such employees to remain assigned to the Product
account.  Microsoft shall have the right to require that any Support
Professional be replaced, in Microsoft's sole discretion, so long as Microsoft
provides written notice to Company allowing Company a reasonable period of time,
if appropriate under the circumstances, to substitute other appropriate
personnel.

     (q)  Performance Reviews. Company and Microsoft agree that (i) on a monthly
          -------------------
basis, Microsoft shall make commercially reasonable efforts to provide Company
with a written status report of Company's performance and activities under the
Agreement for the preceding month, and Company shall make commercially
reasonable efforts to provide Microsoft with a written status report on
Company's performance and efforts under the Agreement for the preceding month,
and (ii) at least once every six (6) months, the Parties shall meet in a
mutually agreed upon location for a face-to-face meeting during which time the
Parties shall present to each other relevant information, statistics and other
feedback regarding the Parties' performance and activities during the preceding
six (6) month period.  Each party shall be

                             Microsoft Confidential                            8

<PAGE>

responsible for all costs incurred by such party in connection with the
foregoing meetings. Nothing in this paragraph shall prevent more frequent
reviews being performed by either party.

     (r)  Forecasting.  Microsoft will provide Company with a rolling sixty (60)
          -----------
day forecast of Call volumes and average Talk Time, such forecast may be updated
no later than 30 thirty days prior to the first day of the applicable month. If
Microsoft does not provide a forecast for any month then the forecast for the
most recent preceding month shall apply.

     Company acknowledges that Microsoft is not guaranteeing this volume, either
stated or implied, and Company further acknowledges that it possesses the
necessary tools, systems and expertise to properly forecast for the purpose of
ensuring that Service Level Requirements are met. In no way is this section to
be construed as a guarantee of volume to Company. Microsoft and Company will
agree on forecasted Call volumes a minimum of 30 days prior to the first day of
the following month.

     (s)  Facilities.  Company will use its best efforts to provide all Services
          ----------
at the facilities specified within the applicable Exhibit A1-A3 throughout the
Term.

     (t)  Tools.  Company will ensure that each Support Professional shall have
          -----
access to all Microsoft provided tools and systems and any tools and systems
that are deemed appropriate by Company in addition to those provided by
Microsoft.  Company will not modify or replace any tool or system provided by
Microsoft unless directed to do so in writing by Microsoft.

3.   OWNERSHIP AND LICENSE GRANTS.
     -----------------------------

     (a)  Microsoft Intellectual Property Rights. Microsoft and its suppliers
          --------------------------------------
own, and will continue to own, all right, title and interest in and to any
software, databases, and other works (including without limitation any fixes,
patches, files, updates and portions thereof, in any form) that it provides to
Company during the Term, and any enhancements to any of the foregoing. All files
so provided shall be used by Company in accordance with the terms of this
Agreement. Nothing herein shall be construed to authorize Company to modify or
make derivative works of any Microsoft proprietary material provided to Company
hereunder, except as may be specified otherwise in this Agreement. No
proprietary material of Microsoft or its suppliers may be reproduced, adapted,
distributed, used, or made available to the public or any third party, except as
expressly licensed in this Agreement or otherwise in writing by Microsoft.

     (b)  Customer Information. Company acknowledges and agrees that the
          --------------------
information acquired by Company in connection with the provision of Services
pursuant to this Agreement, including, without limitation, customer and prospect
information, customer information, sales information, and Microsoft customer
lists and updates (including customer names, addresses and telephone numbers)
(collectively, "Customer Information") shall be considered proprietary
information of Microsoft and all right, title and interest in the Customer
Information is owned by Microsoft. Company shall use such Customer Information
only as necessary to perform the Services in accordance with this Agreement and
shall maintain such Customer Information in strict confidence in accordance with
the provisions of Section 9 hereof. Upon request from Microsoft, Company shall
provide Microsoft with all Customer Information in Company's possession. Upon
termination or expiration of this Agreement, Company shall within ten (10) days
thereafter, at Microsoft's sole discretion either (i) provide Microsoft with all
documents and materials (including any and all copies) containing Customer
Information, together with all other materials and property of Microsoft, which
are in its possession or under its control or (ii) destroy all such specified
documents and materials (including any and all copies in any and all formats)
and provide Microsoft with a certificate of destruction signed by an officer of
Company.

                             Microsoft Confidential                            9

<PAGE>

     (c)  Use of Microsoft Name. This Agreement does not grant to Company any
          ---------------------
right, title, interest, or license in or to any of Microsoft's names, word
marks, logos, logotypes, trade dress, designs, or other trademarks.

4.   PAYMENTS.
     --------

     (a)  (i) Call Fees: Microsoft will pay to Company for Calls as specified in
              ----------
the applicable Exhibit A1-A3, an amount equal to the total Talk Time for all
Calls received by Company during the applicable month multiplied by the rate
applicable to the Average Talk Time and Quality Score for the applicable month
as set forth in the matrix below or as otherwise provided for in the applicable
Exhibit A1-A3.

             [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]

          (ii)   E-mail Fees. Microsoft will pay to Company, as specified in
                 -----------
Section 4(c), an amount to be mutually approved by the parties in writing for
the processing of e-mail inquiries.

          (iii)  Adjustments.  The foregoing fees are subject to adjustments,
                 -----------
deductions or credits to such amounts as provided for in this Agreement.

     (b)  Taxes.
          ------

          (i)    The amounts to be paid by Microsoft to Company herein do not
include any foreign, U.S. federal, state, local, municipal or other governmental
taxes, duties, levies, fees, excises or tariffs, arising as a result of or in
connection with the transactions contemplated under this Agreement including,
without limitation, (A) any state or local sales or use taxes now or hereafter
imposed on the provision of goods and services to Microsoft by Company under
this Agreement, (B) taxes imposed or based on or with respect to or measured by
any net or gross income or receipts of Company, (C) any franchise taxes, taxes
on doing business, gross receipts taxes or capital stock taxes (including any
minimum taxes and taxes measured by any item of tax preference), (D) any taxes
imposed or assessed after the date upon which this Agreement is terminated, (E)
taxes based upon or imposed with reference to Company's real and/or personal
property ownership and (F) any taxes similar to or in the nature of those taxes
described in (A), (B), (C), (D) or (E) above, now or hereafter imposed on
Company (or any third parties with which Company is permitted to enter into
agreements relating to its undertakings hereunder) (all such amounts,

                             Microsoft Confidential                           10

<PAGE>

together with any penalties, interest or any additions thereto, collectively
"Taxes"). Microsoft is not liable for any Taxes incurred in connection with or
related to the sale of goods and services under this Agreement, and all such
Taxes shall be the financial responsibility of Company, provided that Microsoft
shall pay to Company Collected Taxes in accordance with subsection (ii) below.
Company agrees to indemnify, defend and hold Microsoft harmless from any Taxes
(other than Collected Taxes) or claims, causes of action, costs (including,
without limitation, reasonable attorneys' fees) and any other liabilities of any
nature whatsoever related to such Taxes.

          (ii)   Any sales or use  taxes described in (i)(A) above that (A) are
owed by Microsoft solely as a result of entering into this Agreement, the
provision of services by Company under this Agreement, and the payment of the
fees hereunder, (B) are required to be collected from Microsoft by Company under
applicable law, and (C) are based solely upon the amounts payable under this
Agreement (such taxes the "Collected Taxes"), shall be stated separately as
applicable on Company's invoices and shall be remitted by Microsoft to Company,
and as required Company shall remit to Microsoft official tax receipts
indicating that such Collected Taxes have been paid by Company. Microsoft may
provide to Company an exemption certificate acceptable to the relevant taxing
authority (including without limitation a resale certificate) in which case
Company shall not collect the taxes covered by such certificate. Company agrees
to take such steps as are reasonably requested by Microsoft to minimize such
Collected Taxes in accordance with all relevant laws and to cooperate with and
assist Microsoft, at Microsoft's request and cost, in challenging the validity
of any Collected Taxes or taxes otherwise paid by Microsoft. Company shall
indemnify and hold Microsoft harmless from any Collected Taxes, penalties,
interest, or additions to tax arising from amounts paid by Microsoft to Company
under this Agreement, that are asserted or assessed against Microsoft to the
extent such amounts relate to amounts that have already been paid to or
collected by Company from Microsoft under this section. If any taxing authority
refunds any tax to Company which Microsoft originally paid to Company, or
Company otherwise becomes aware that any tax was incorrectly and/or erroneously
collected from Microsoft, or Company otherwise receives an economic benefit
(such as an audit offset) as the result of incorrectly and/or erroneously
receiving Collected Taxes from Microsoft, then Company shall promptly remit to
Microsoft an amount equal to such refund, incorrect collection or tax benefit as
the case may be.

          (iii)  If taxes are required to be withheld on any amounts otherwise
to be paid by Microsoft to Company, Microsoft will deduct such taxes from the
amount otherwise owed and pay them to the appropriate taxing authority. At
Company's written request and expense, Microsoft will use reasonable efforts to
cooperate with and assist Company in obtaining tax certificates or other
appropriate documentation evidencing such payment, provided, however, that the
responsibility for such documentation shall remain with Company.

          (iv)   This tax section shall govern the treatment of all taxes
arising as a result of or in connection with this Agreement notwithstanding any
other section of this Agreement.

     (c)  Invoices. Payment terms are net [REDACTED DUE TO REQUEST FOR
          --------
CONFIDENTIAL TREATMENT] days after receipt of a valid invoice. A valid invoice
shall: (i) be printed on official Company letterhead; (ii) be in hard copy; and
(iii) include backup documentation reasonably acceptable to Microsoft that
reconciles the amount(s) summarized in the invoice. Company shall submit each
invoice to Microsoft no later than [REDACTED DUE TO REQUEST FOR CONFIDENTIAL
TREATMENT] days after the last day of the applicable calendar month. Failure by
Company to submit any invoices as required herein for a period in excess of
[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] days shall, at Microsoft's
option, relieve Microsoft of its obligation to pay for said invoices. In
addition, Company shall provide an estimate of charges for the month in
accordance with the dates outlined in conjunction with Microsoft's fiscal
calendar. If Microsoft and Company disagree on the amount indicated as due in an
invoice, then Microsoft will pay all undisputed portions of the invoice in
accordance with this Section (c) and will provide Company with written notice of
the disputed amount within [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]
days of Microsoft's receipt of the applicable invoice and a representative from
each of Company and Microsoft shall meet within [REDACTED DUE TO REQUEST FOR
CONFIDENTIAL TREATMENT] days of such written notice and shall negotiate

                            Microsoft Confidential                            11

<PAGE>

in good faith to resolve such dispute within five (5) days. Any resolution of
such dispute shall not preclude Microsoft from performing an audit as specified
in Section 11. Payment by Microsoft of any invoices furnished pursuant to this
Agreement shall not preclude Microsoft from questioning the correctness thereof
at any time, up to one (1) year after receipt of the applicable invoice, and in
the event that any mistake is discovered in any such invoice, and Company is
apprised of it, Company shall immediately rectify the mistake.

5.   WARRANTIES AND LIMITATION OF LIABILITY.
     --------------------------------------

     (a)  Warranties
          ----------

          (i)  Company warrants that:

               (A)  It possesses all necessary authority to enter into this
     Agreement, and that by so doing it does not violate any other agreements to
     which it is a party;

               (B)  The Services it will provide shall conform in all material
     respects with all requirements set forth in this Agreement including,
     without limitation, those Service requirements set forth in Exhibit A;

               (C)  The Services will be performed by Company's employees or
     independent contractors, approved by Microsoft, of Company who have signed
     confidentiality agreements with Company that require such parties to comply
     with confidentiality obligations substantially similar to those imposed on
     Company by this Agreement, including, but not limited to, Section 9 of this
     Agreement;

               (D)  In providing Services to Customers, Company shall make no
     representations to Customers or any other party or undertake any
     obligations on behalf of Microsoft (or any of its affiliates) concerning
     the Product beyond those provided to Company by Microsoft in advance in
     writing. In providing the Services, Company, including all Support
     Professionals, shall conform to and comply with all applicable laws and
     government rules and regulations. Company assumes all responsibility for
     providing to the Support Professionals any training that may be required to
     ensure compliance with such laws; and

               (E)  Any and all materials Company publishes as part of its
     Services under this Agreement do not to the best of its knowledge and will
     not infringe any intellectual property or other proprietary rights owned by
     Microsoft, its suppliers or affiliates, or any third party, including, but
     not limited to, any copyright, patent, trademark or trade secret rights.

               (F)  Company represents and warrants that (i) any software,
     hardware or firmware provided by Company to Microsoft or used by Company in
     connection with the services provided by Company to Microsoft under this
     Agreement, accurately manipulate, process, compare, display and calculate
     date or time data from, into, and between the twentieth and twenty-first
     centuries, including leap years; and (ii) the information technology,
     financial, operational, communication and other systems and processes used
     by Company, its subcontractors, agents, and other third parties in
     connection with Company's business and/or relationship with Microsoft shall
     not be interrupted or adversely affected by the manipulation, processing,
     comparison, display or calculation of dates from, into and between the
     twentieth and twenty-first centuries, including leap years. Additionally,
     Company agrees to work with Microsoft and provide all necessary information
     and resources, including but not limited to consulting resources, in a
     prompt manner should Microsoft have any inquires regarding the Year

                            Microsoft Confidential                            12

<PAGE>

     2000 readiness of Company or any of the information or technology that is
     the subject of this Section.

          (ii) Microsoft warrants that:

                 (A)  it possesses all necessary authority to enter into this
     Agreement, and that by so doing it does not violate any other agreements to
     which it is a party;

                 (B)  to the best of its knowledge, all information supplied by
     Microsoft to Company shall be accurate and complete; and

                 (C)  any and all materials provided to Company by Microsoft  do
     not to the best of its knowledge and will not infringe any intellectual
     property or other proprietary rights owned by any third party, including
     but not limited to any copyright, patent, trademark or trade secret rights.

     (b)  THIS SECTION 5 CONTAINS THE ONLY WARRANTIES, EXPRESS OR IMPLIED, MADE
BY EITHER PARTY. ANY AND ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, ARE EXPRESSLY
EXCLUDED AND DECLINED. EACH PARTY DISCLAIMS ANY IMPLIED WARRANTIES, PROMISES AND
CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND/OR
NON-INFRINGEMENT, WHETHER AS TO THE SERVICES OR ANY DELIVERABLES.

     (c)  NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY INDIRECT,
INCIDENTAL, CONSEQUENTIAL, PUNITIVE OR SPECIAL DAMAGES, ARISING OUT OF OR
RELATED TO THIS AGREEMENT INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF
BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, AND THE
LIKE, EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
THIS SECTION 5(c) SHALL NOT APPLY TO EITHER PARTY'S (A) ABILITY TO OBTAIN
INJUNCTIVE OR OTHER EQUITABLE RELIEF; (B) CONFIDENTIALITY OBLIGATIONS UNDER
SECTION 9; AND (C) THE INDEMNIFICATION OBLIGATIONS UNDER SECTION 6.

6.   INDEMNIFICATION.
     ---------------

     (a)  Company General Indemnification. Company agrees to indemnify, defend,
          --------------------------------
and hold Microsoft and its holding companies, affiliates, successors, officers,
directors and employees harmless from and against any and all third party
claims, actions, causes of action, demands, costs, liabilities, expenses, and
damages (including reasonable attorneys' fees and expenses) arising out of or in
connection with: (i) Company's breach of any provision of this Agreement,
including the representations and warranties set forth in Section 5 above; (ii)
any negligent, reckless or willful act or omission of Company or its employees
and temporary employees, independent contractors or agents in connection with
the Services provided under this Agreement; (iii) any obligation or liability to
employ or assume the obligations to or liabilities of any Company employee that
may arise as a result of the transfer or termination of such Company employees
(regular or temporary) and/or any act or omission of Company relating to such
transfer or termination; or (iv) any claim that any materials Company publishes
as part of its Services under this Agreement infringe any intellectual property
or other proprietary rights owned by any third party, including, but not limited
to, any copyright, patent, trademark or trade secret rights.

     (b)  Microsoft General Indemnification. Microsoft agrees to indemnify,
          --------------------------------
defend, and hold Company and its holding companies, affiliates, successors,
officers, directors and employees harmless from and against any and all third
party claims, actions, causes of action, demands, costs, liabilities,

                            Microsoft Confidential                            13

<PAGE>

expenses, and damages (including reasonable attorneys' fees and expenses)
arising solely out of or in connection with: (i) Microsoft's breach of any
provision of this Agreement, including the representations and warranties set
forth in Section 5 above, and (ii) any materials or products provided by
Microsoft to Company for use in providing the Services under this Agreement,
provided that Company has used such materials strictly in accordance with any
and all instructions provided by Microsoft.

     (c)  Indemnification Process.  If any action shall be brought against
          ------------------------
either party (the "Claimant") in respect to which indemnity may be sought from
the other party (the "Indemnifying Party") pursuant to the provisions of this
Section 6, the Claimant shall promptly notify the Indemnifying Party in writing,
specifying the nature of the action and the total monetary amount sought or
other such relief as is sought therein. The Claimant shall cooperate with the
Indemnifying Party at the Indemnifying Party's expense in all reasonable
respects in connection with the defense of any such action. The Indemnifying
Party may upon written notice to Claimant undertake to conduct all proceedings
or negotiations in connection therewith, assume the defense thereof, and if it
so undertakes, it shall also undertake all other required steps or proceedings
to settle or defend any such action, including the employment of counsel which
shall be satisfactory to Claimant, and payment of all expenses. Claimant shall
have the right to employ separate counsel and participate in the defense. The
Indemnifying Party shall reimburse Claimant upon demand for any payments made or
loss suffered by it at any time after the date of tender, based upon the
judgment of any court of competent jurisdiction or pursuant to a bona fide
compromise or settlement of claims, demands, or actions, in respect to any
damages to which the foregoing relates.

7.   Term, Termination and Discontinuation of Services.
     --------------------------------------------------

     (a)  Term. This Agreement shall commence the Effective Date of this
          ----
Agreement and shall continue for a period of one 1) year ("Initial Term"),
unless earlier terminated by either party as provided in this Agreement.

     (b)  Renewal.
          -------

          (i)  If Company is not in material default under the terms of this
     Agreement, and provided Company is meeting its Performance Requirements (as
     defined in Section 8(a) below) at the end of the Initial Term or any
     Renewal Term (as defined below), then Microsoft may elect to renew this
     Agreement for an additional  one (1) year term ("Renewal Term") with
     respect to Company's performance of Services by giving Company notice in
     writing not less than ninety (90) days before the date of expiration of the
     then-current term hereof.

          (ii) Any renewal pursuant to this Section shall be on the same terms
     and conditions contained in this Agreement save and except that the rates
     of the fees payable by Microsoft to Company pursuant to the applicable
     Exhibits A1-A3 (the "Service Fees") for the Renewal Term shall be
     established by mutual agreement of the parties.  In the event that the
     parties have not agreed on the rates of the Service Fees for any Renewal
     Term when the Renewal Term begins, Service Fee rates agreed to subsequently
     shall be applied retroactively to all Services performed during the
     applicable Renewal Term.  If, within 60 days of the commencement of the
     Renewal Term the parties have not agreed on Service Fee rates for the
     Renewal Term, the Service Fee rates applicable during the immediately
     preceding term (i.e., the Initial Term or preceding Renewal Term, as
     appropriate) shall apply retroactively to all Services performed during the
     then-current Renewal Term and for the remainder thereof, and either party
     shall have the right to terminate the Agreement on sixty (60) days prior
     written notice.

     (c)  Termination by Microsoft.  In addition, Microsoft may terminate this
          ------------------------
Agreement as follows:

                            Microsoft Confidential                            14

<PAGE>

          (i)    For Failure to Meet Performance Requirements.  Microsoft may
                 --------------------------------------------
     terminate this Agreement pursuant to the provisions of Section 8 for
     Company's failure to satisfy the Performance Requirements.

          (ii)   For Convenience.  Microsoft may terminate this Agreement for
                 ---------------
     convenience (for any or no reason) by giving Company sixty (60) days prior
     written notice.

          (iii)  For Breach. In the event Company materially breaches any
                 ----------
     provision of this Agreement other than failure to meet the Performance
     Requirements (breach of which is addressed in Section 8), Microsoft may
     terminate this Agreement upon sixty (60) days prior written notice which
     notice shall specify the breach; provided such breach has not been
     corrected during such sixty (60) day notice period.

     (d)  Immediate Termination by Either Party.  This Agreement may be
          -------------------------------------
terminated immediately by either party in the event that:

          (i)  The other party is in material breach of Section 9; or

          (ii) The other party becomes insolvent or makes any assignment for the
     benefit of creditors or similar transfer evidencing insolvency; or suffers
     or permits the commencement of any form of insolvency or receivership
     proceeding; or has any petition under any bankruptcy law filed against it,
     which petition is not dismissed within sixty (60) days of such filing; or
     has a trustee or receiver appointed for its business or assets or any part
     thereof.

     (e)  Termination by Company for Breach. In the event Microsoft materially
          ---------------------------------
breaches any provision of this Agreement, Company may terminate this Agreement
upon sixty (60) days prior written notice provided such breach is not corrected
during the sixty (60) day notice period.

     (f)  Other Remedies.  All remedies set forth in this Section 7 shall be
          --------------
in addition to and not in lieu of all other remedies available under this
Agreement, at law or in equity, subject to Section 4(b).

     (g)  Effect of Termination. In the event of termination or expiration of
          ---------------------
this Agreement for any reason each and every clause which by its nature is
intended to survive the termination of this Agreement including, without
limitation, Sections 1, 3, 5, 6, 7(g), 9, 10, 11 and 12 shall survive
termination. Upon termination both parties shall, upon written request, return
or certify destruction of Confidential Information of the other party. Neither
party shall be liable to the other for damages of any sort resulting solely from
terminating this Agreement in accordance with its terms.

     (h)  Transition. Upon the expiration or earlier termination of this
          ----------
Agreement, Company shall cooperate with Microsoft to assist in the orderly
transition of Services to Microsoft, or as Microsoft may direct, in a
professional manner, with no disruption to the Services.

8.   Default in Performance Requirements and Remedies.
     -------------------------------------------------

     (a)  In the event there is a failure by Company to meet any of the
performance requirements for one or more of the Service Level Areas (a "Service
Level Area" is either customer support telephone calls or customer support
e-mail inquiries) and customer satisfaction service requirements as specified in
Section 2(b) (collectively, the "Performance Requirements") for the monthly
measurement period, Company shall within five (5) business days of such failure
provide Microsoft with an outline of a corrective action plan for the applicable
Performance Requirement, including training and staff plans, in such detail as
is reasonably practicable having regard to the circumstances. Microsoft shall
review and

                            Microsoft Confidential                            15

<PAGE>

approve or provide required changes to Company on such corrective action plan
within five (5) business days from its receipt of such plan.

     (b)  If Company does not provide a corrective action plan for such
Performance Requirement to Microsoft in accordance with this section, Microsoft
shall have the right to terminate this Agreement immediately upon written notice
to Company.

     (c)  In the event Company does not commence the implementation of the
corrective action plan as approved and/or modified by Microsoft for such
Performance Requirement within ten (10) business days following Microsoft's
approval or modification, Microsoft may terminate this Agreement immediately
upon written notice to Company.

     (d)  In the event that Company fails to meet any of the Performance
Requirements, for the applicable month, two (2) or more times during the Term of
this Agreement, the Services may be deemed unacceptable by Microsoft, and
Microsoft shall have the right to terminate this Agreement immediately upon
written notice to Company, regardless of whether Company has provided or
implemented corrective action plans for such Performance Requirement.

9.   CONFIDENTIALITY AND PUBLICITY.
     -----------------------------

     (a)  Subject to the prior written approval of the other party, either party
may use the name of such other party in a press release or public
announcement(s) relating to the rights and obligations set forth in this
Agreement and/or the relationship established by this Agreement; provided that
neither party shall issue any such press release or make any public
announcement(s) without the express prior written consent of the other party.

     (b)  The parties acknowledge and agree that the Microsoft Non-Disclosure
Agreement dated as of ____________________ ("NDA") entered into by and between
the parties applies to each party's disclosures under this Agreement as if fully
set forth herein and that all of the terms of this Agreement (including but not
limited to its existence) and all discussions and negotiations related thereto
are considered Confidential Information under the NDA.

     (c)  Notwithstanding Section 9(b) above, each party further agrees that the
restrictions in the NDA with respect to Confidential Information (as defined in
the NDA and including any Confidential Information disclosed in connection with
this Agreement) shall survive the termination of this Agreement.  Each party may
disclose the terms and conditions of this Agreement to its employees, affiliates
and its immediate legal and financial consultants as required in the ordinary
course of that party's business, provided that such employees, affiliates and/or
legal and/or financial consultants agree in writing in advance of disclosure to
be bound by the NDA and this Section 9, and may disclose Confidential
Information as required by government or judicial order, provided each party
gives the other party prompt notice of such order and complies with any
protective order (or equivalent) imposed on such disclosure.

     (d)  Each party acknowledges that monetary damages may not be a sufficient
remedy for unauthorized disclosure or use of Confidential Information and that
each party may seek, without waiving any other rights or remedies, such
injunctive or equitable relief as may be deemed proper by a court of competent
jurisdiction.

10.  NOTICES AND REQUESTS.
     --------------------

     All notices and requests in connection with this Agreement shall be deemed
given as of the day they are received either by messenger, delivery service, or
in the United States of America mails, postage

                            Microsoft Confidential                            16

<PAGE>

prepaid, certified or registered, return receipt requested, and addressed as
follows,

NOTICES TO Company:                        NOTICES TO Microsoft:
------------------                         --------------------

RMH Teleservices, Inc.                     Microsoft Corporation
40 Morris Ave.                             One Microsoft Way
Bryn Mawr, PA 19010                        Redmond, WA 98052-6399
Attn.: Noah Asher                          Attn.: Susan Everest
Telephone: 610-520-5300                    Telephone: (425)703-5362
Fax:       610-526-2028                    Fax:       (425)936-7329

Copy to:
Wolf, Block, Schorr and Solis-Cohen LLP
250 Park Avenue                            Copy to: Microsoft Law & Corporate
New York, NY  10177                                 Affairs
Attn.:  David Bronston, Esq.               Fax:       (425) 936-7409
Telephone: 212-986-1116
Fax:       212-986-0604

or to such other address as the party to receive the notice or request so
designates by at least ten (10) days prior written notice to the other.

11.  AUDIT.
     -----

     During the Term of this Agreement and for two (2) years thereafter, Company
agrees to keep all usual and proper records and books of account and all usual
and proper entries relating to Company's performance of Services under this
Agreement, including, without limitation, reporting obligations under section
2(e) of this Agreement.  During the Term and for a period of two (2) years
following the expiration or termination of this Agreement, Microsoft shall have
the right to cause an audit and/or inspection to be made of the applicable
Company records and facilities in order to verify statements issued by Company
and Company's compliance with the terms of this Agreement.  Any such audit shall
be conducted by an independent certified public accountant selected by Microsoft
(other than on a contingent fee basis).  Any audit and/or inspection shall be
conducted during regular business hours at Company's facilities with or without
notice.  Company agrees to provide Microsoft's designated audit or inspection
team access to the relevant Company records and facilities.  Such audits shall
be made no more often than once every twelve (12) months.  If an audit reveals
that Company has over-billed Microsoft by five percent (5%) or more of the
amounts billed for any audited period of time, Company agrees, in addition to
recomputing and making immediate payment to Microsoft of all amounts over-
billed, plus interest at the highest prime rate set forth from time to time in
the Wall Street Journal in the United States plus two percentage points (or, if
less, at a rate equal to the highest rate permitted under applicable law), based
on the actual and true amounts over billed, to pay Microsoft all reasonable
costs and expenses incurred by Microsoft in conducting such audit, including,
but not limited to, any amounts paid to any auditor or attorney.

12.  GENERAL.
     -------

     (a)  Governing Law. This Agreement shall be governed by the laws of the
          -------------
State of Washington as though entered into by Washington residents and to be
performed entirely within the State of Washington. Company consents to exclusive
jurisdiction and venue in the state and federal courts

                            Microsoft Confidential                            17

<PAGE>

sitting in King County, Washington. In any action or suit to enforce any right
or remedy under this Agreement or to interpret any provision of this Agreement,
the prevailing party shall be entitled to recover its costs, including
reasonable attorneys' fees.

     (b)  Independent Contractors. The Parties' relationship to each other in
          -----------------------
the performance of this Agreement is that of independent contractors. Nothing
contained in this Agreement will place the Parties in the relationship of
partners, joint ventures, principal-agent, or employer-employee, and neither
party will have any right to obligate or bind the other in any manner whatsoever
nor represent to third parties that it has any right to enter into any binding
obligation on the other party's behalf. It is expressly understood, acknowledged
and agreed that Support Professionals and their supervisors, and managers and
other employees of Company providing the Services shall remain under the
direction and control of Company. All compensation of Support Professionals,
including payroll taxes and benefits shall be the responsibility of Company, and
Support Professionals shall have no right to any benefits granted to any
Microsoft employees.

     (c)  Entire Agreement. This Agreement, including Exhibits, constitutes the
          ----------------
entire agreement between the Parties with respect to the subject matter hereof
and supersedes all prior and contemporaneous agreements or communications with
respect to the subject matter hereof. This Agreement shall not be modified
except by a written agreement dated subsequent to the date of this Agreement and
signed on behalf of Company and Microsoft by their respective duly authorized
representatives.

     (d)  Third Party Beneficiaries. This Agreement shall not provide any person
          -------------------------
or entity not a party to this Agreement with any remedy, claim, liability,
reimbursement, cause of action or other right.

     (e)  Waiver. No waiver of any breach of any provision of this Agreement
          ------
shall constitute a waiver of any prior, concurrent, or subsequent breach of the
same or any other provisions hereof, and no waiver shall be effective unless
made in writing and signed by an authorized representative of the waiving party.

     (f)  Enforceability. In the event that any provision of this Agreement
          --------------
conflicts with governing law or if any provision is held to be null, void or
otherwise ineffective or invalid by a court of competent jurisdiction, (i) such
provision shall be deemed to be restated to reflect as nearly as possible the
original intentions of the Parties in accordance with applicable law, and (ii)
the remaining terms, provisions, covenants and restrictions of this Agreement
shall remain in full force and effect. This Agreement has been negotiated by the
parties and their respective counsel and will be interpreted fairly in
accordance with its terms and without any strict construction in favor of or
against either party.

     (g)  Assignment. This Agreement and any rights and/or obligations hereunder
          ----------
may be assigned by Microsoft but may not be assigned by Company (except to its'
wholly-owned subsidiaries) without Microsoft's prior written approval. Any
attempted assignment, sub-license, transfer, encumbrance or other disposal
without such consent shall be void and shall constitute a material default and
breach of this Agreement. Except as otherwise provided, this Agreement shall be
binding upon and inure to the benefit of the parties' successors and lawful
assigns.

     (h)  Headings. The section headings used in this Agreement are intended for
          --------
convenience only and shall not be deemed to affect in any manner the meaning or
intent of this Agreement or any provision hereof.

     (i)  Not an Offer.  This Agreement does not constitute an offer by either
          ------------
party and shall not be effective until signed by both Parties.

                            Microsoft Confidential                            18

<PAGE>

     (j)  Inability to Perform. If either party is unable to perform under this
          --------------------
Agreement due to circumstances or causes beyond its reasonable control, and
which could not by reasonable diligence have been avoided, such party shall have
the option subject to the approval of the other party, which approval shall not
be unreasonably withheld, without liability, of suspending performance of its
obligations under this Agreement for the duration of such contingency upon
written notice to the other party; provided, however, that if Company suspends
its performance pursuant hereto, Microsoft's obligations to make any payments to
Company shall be suspended until Company resumes rendering the Services in
accordance with the terms of this Agreement.  Such causes shall include without
limitation acts of God, strikes, lockouts, riots, acts of war, epidemics,
governmental regulations superimposed after the fact, fire, communication line
failures, failures of third party vendors, power failures, earthquakes, floods
or other natural disasters.  In the event of delays for sixty (60) days or more,
either party may terminate this Agreement by giving written notice thereof to
the other party.

Microsoft Corporation                    RMH Teleservices, Inc.

/s/ xxxx xxxx                            /s/ Paul J. Burkitt
------------------------------           ---------------------------------
Signature                                Signature

xxxx xxxx                                Paul J. Burkitt
------------------------------           ---------------------------------
Name (print)                             Name (print)

General Manager                          EVP Sales and Marketing
------------------------------           ---------------------------------
Title                                    Title

12/14/00                                 12-1-00
------------------------------           ---------------------------------
Date                                     Date

                            Microsoft Confidential                            19

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