Document:

ex10_17.htm

EXHIBIT 10.17

 

AMENDMENT TWO

TO THE

AMENDED AND RESTATED

SUPPORT SERVICES AGREEMENT

THIS AMENDMENT NUMBER TWO (the “Amendment”) to AMENDED AND RESTATED SUPPORT SERVICES AGREEMENT dated July 5, 2012 (the “Agreement”) is made effective the 1st day of January, 2013 (the “Amendment 2 Effective Date”) by and between Comcast Cable Communications Management, LLC, a Delaware limited liability company, on behalf of its applicable affiliates and subsidiaries, with offices at One Comcast Center, 1701 JFK Blvd., Philadelphia, PA 19103 (“Comcast” or “Reseller”) and Support.com, Inc., a Delaware corporation with offices at 900 Chesapeake Drive, 2nd Floor, Redwood City, CA 94063 (“Support.com”), each a “Party” and collectively the “Parties.”

BACKGROUND

WHEREAS, the Parties entered into an amended and restated Support Services Agreement dated July 5, 2012; and

WHEREAS, the Parties wish to amend certain pricing provisions as of the Amendment 2 Effective Date as provided herein;

NOW THEREFORE, in consideration of the mutual covenants and promises contained herein, the Parties, intending to be legally bound, agree as follows:

	
1. 

	
Definitions.

 

Defined terms in the Agreement shall have the same meaning when used in this Amendment.  In addition, as used herein:

 

“WG” refers to devices provided by Comcast to Customers that integrate the functionality of both a cable modem and a WiFi router.

 

“WG Customer” is a Customer whose services from Comcast include the provision by Comcast of a WG device.

 

	
2.

	
Amendment of Section 3.2.1 (“Remote Support Subscription Offerings”) of Exhibit A (“Program Description Number 1”).

 

Section 3.2.1 of Exhibit A of the Agreement is hereby amended to read as follows effective as of the Amendment 2 Effective Date:

 

3.2.1 Remote Support Subscription Offerings

The Services that are remote support subscription-based offerings are as listed below and described more fully in the VPRD.  Fees due to Support.com from Comcast for each SKU delivered are as shown below.  Effective January 1, 2013, monthly subscription fees due to Support.com will be calculated based on the simple average number of Customers entitled to each subscription Service (i.e., Customers whose Service has not been affirmatively cancelled by Comcast as reported to Support.com) during the month based on reports run as of the last day of each calendar month, e.g., the average number of Customers entitled in February of a year would be the sum of the report run as of the end of January and the report run as of the end of February, divided by 2 with the exception of the one-month Wireless Networking Support with Professional Installation subscription (the “One-Month Wireless Networking Support with Professional Installation” SKU) which will be paid on a per installation basis and the quantity of such installations will be reported by Comcast to Support.com each calendar month no later than five (5) business days following the end of such month along with reasonable supporting documentation.

 

	Confidential	Amendment 2 to Program Description 1

  

1

  

A one-time activation/setup fee to Support.com is required at the time of sale for certain subscription Services unless waived as specified in the table and SKU descriptions below within this Section 3.2 commencing with the Amendment 2 Effective Date. Further, the subscription Services are subject to termination fees during limited periods as provided below in Paragraph 6.1 (“Service Delivery Wholesale Pricing; Termination Fees”).

 

	

ACTIVATION/SETUP FEES (Wholesale price to Support.com)

	

“WG”

Customer has a WG device or is ordering one at time of sale/upgrade of a SKU below and is reported by Comcast to Support.com within five (5) business days of the end of the sale/upgrade month to have been a WG customer at the time of the sale/upgrade

	  “No WG” 

Customer does not have a WG device or a pending order for one at the time of sale/upgrade of a SKU below

	
Subscription SKU

	
On Initial Sale of SKU

	
On Upgrade to this SKU

	
On Initial Sale of SKU

	
On Upgrade to this SKU

	
One-Month Wireless Networking Support with Professional Installation

	
***

	
N/A

	
***

	
N/A

	
Wireless Networking Support

	
***

	
***

	
$*** (unless within prior 30 days Comcast on-site professional installation is complete)

	
***

	
Wireless Gateway “WG” Support

	
***

	
***

	
N/A

	
N/A

	
Computer Maintenance

	
***

	
***

	
***

	
***

	
Wireless Networking and Computer Performance

	
***

	
***

	
$***

	
$*** (less any activation/setup fee previously paid by Comcast to Support.com for the Customer up to $***)

	
Help Desk

	
***

	
***

	
$***

	
$*** (less any activation/setup fee previously paid by Comcast to Support.com for the Customer up to $***)

	
Complete Home/Help Desk Plus Support

	
$***

	
$***

	
$***

	
$*** (less any activation/setup fee previously paid by Comcast to Support.com for the Customer up to $***)

	
Extreme 305 Complete Home Support Bundle

	
***

	
***

	
N/A

	
N/A

	
Computer Performance Tool (Software)

	
***

	
***

	
***

	
***

	Confidential	Amendment 2 to Program Description 1

 

  

2

  

 

In the event a Customer downgrades, no additional activation/setup fee will be charged and no credit will be issued for any past activation/setup fee paid.

 

Commencing with the Amendment 2 Effective Date, Support.com agrees that for each invoice submitted under this Program Description, it will provide reasonable supporting documentation within five (5) business days following delivery of such invoice, and Comcast agrees that within five (5) business days of requesting any credits under this Program Description, it will provide reasonable supporting documentation for such credit request (including the detailed data used by Comcast to create such credit request).

Further, Comcast and Support.com mutually agree that either party will make a credit or adjustment request for a calendar month only if such credit or adjustment request is for an amount in excess of ***.

Financial Reconciliation of Suspended Subscriptions

 

	
  

	
(a)

 

	
  

	
i.

	
Notwithstanding any other provision of the Agreement, Support.com will not charge a new activation/set-up fee upon reinstatement of any Customer whose entitlement to a Subscription Service with such a fee was previously terminated, provided that the Customer’s reinstatement occurs within ninety (90) days of termination to the same subscription SKU or one to which the Customer could have upgraded or downgraded to without an activation/set-up fee had the Customer remained in good standing during the period. This includes customer’s with a change of address to a new primary service address.

 

	
  

	
ii.

	
For the avoidance of doubt, activation/set-up fees, and TF, for transfers between subscriptions shall continue to be handled as set forth in Section 3.2.1, and 6.1, respectively, of the Program Description.

 

	
  

	
(b)

	
If and to the extent a Termination Fee (“TF”) under the Agreement was due to Support.com with respect to a Customer, such Termination Fee will be waived by Support.com upon reinstatement of the Customer on the condition that such reinstatement occurs within ninety (90) days of termination and Support.com is promptly notified of reinstatement of entitlement for the Customer using the following process:

 

	
  

	
i.

	
Within five (5) business days following the end of each calendar month, Comcast shall provide Support.com with a TF Re-Connected Adjustment Report covering all TF reinstatements for that calendar month and reasonable supporting documentation.  Support.com shall review the Report and shall inform Comcast within five (5) business days whether it agrees with or disputes the requested credit.  After the Parties agree to a credit adjustment, Support.com shall generate a credit memo within five (5) business days, and shall submit the credit memo to Comcast.

 

	
  

	
(c)

	
[Deleted.]

 

	
  

	
(d)

	
[Deleted.]

	Confidential	Amendment 2 to Program Description 1

  

3

  

 

The following amended and restated provisions in this Section 3.2 (“Service SKUs”) are effective on the Amendment 2 Effective Date.

 

Wireless Networking Support

Description: Helps users set up and manage a secured wireless network, connect up to five (5) devices, and support any wireless network issues they encounter.

Support.com Fees

$*** per month per active subscriber for one home network, plus activation/setup fee of $*** (unless activation/setup is performed by Comcast’s on-site provider).

Members get a discount on remote and onsite incident services.

Wireless Gateway (“WG”) Support

Description: Helps users set up and manage a secured wireless network using the WG device, connect up to five (5) devices, and support any wireless network issues they encounter.

Support.com Fees

$*** per month per active subscriber for one WG network; No activation/set-up fees apply to WG Support.  In the event Comcast chooses to begin charging WG Customers a retail activation/set-up fee, the Parties will meet and negotiate in good faith a wholesale share of such fee(s) payable to Support.com.

Members get a discount on remote and onsite incident services.

One-Month Wireless Networking Support with Professional Installation

Description: A thirty (30) day entitlement with the same features as the Wireless Networking Support subscription SKU.

Support.com Fees

One-time $*** per Customer receiving on-site professional wireless network installation through Comcast, for so long as Comcast includes a thirty (30) day entitlement to the Wireless Networking Support SKU services provided by Support.com with such on-site professional wireless network installations; No activation/set-up fees apply to One-Month Wireless Networking Support with Professional Installation so long as the persons providing the onsite professional wireless network installation complete the required aspects of the onsite installation for the Customer before entitlement to this SKU commences.

 If, during the thirty (30) day entitlement period, the Customer upgrades to a different XSS subscription, the Support.com fee shall be the fee for such other subscription under Section 3.2 of the Program Description and the *** fee described in this section shall not be charged separately. If the $*** fee has already been charged to Comcast, Support.com shall credit such amount back to Comcast.

 

	Confidential	Amendment 2 to Program Description 1

  

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Computer Maintenance

Description: Includes automated support through Desktop Agent, plus license for Cosmos for each supported computer. Members get a discount on remote and onsite incident services.

Support.com Fees

$*** per month per active subscriber for up to four (4) supported computers; this SKU may not be proactively sold to new subscribers after July 5, 2012; provided, however, that this SKU may be sold if requested by the Customer until December 31, 2012 after which no further sales of this SKU are permitted.

Support.com will continue to provide Services in relation to this SKU during the Term to Customers who are active subscribers to this SKU as of December 31, 2012, after which time no new subscribers may be added using this SKU. These pre-existing subscribers as of December 31, 2012 will continue to be entitled to have up to five (5) live assisted tune-ups in total per year upon request. Comcast will continue to pay fees to Support.com in relation to active subscribers during the Term as provided in Section 5 (“Payment Terms; Taxes”) of the Agreement.

 

Maintenance and Networking Bundle

Description: Coverage of one home network and up to four (4) supported computers; installation of anti-virus (“AV”) where required.

Support.com Fees

$*** per month for coverage of one home network and up to four (4) supported computers + activation/set-up fee of $***.

 

 

This SKU will be replaced by the Wireless Networking and Computer Performance SKU on July 5, 2012 and will not be sold to new subscribers after that date.  Subscribers to this service active prior to this time will continue to be entitled to have up to five (5) live assisted tune-ups in total per year upon request at no additional charge.

Wireless Networking and Computer Performance

Description: A bundled offering of the Wireless Networking subscription SKU and license to the Support.com End-User Software Cosmos along with live support for issues and questions related to Cosmos

Support.com Fees

$*** per month. per active subscriber for coverage of one home network and up to four (4) supported computers +  activation/set-up fee of $*** (unless Customer has a WG device, in which case activation/set-up is waived)

For Customers who are active subscribers to this SKU as of July 5, 2012, Cosmos software will be offered on a proactive self –install basis to pre-existing subscribers at any future point of service delivery. These pre-existing subscribers will continue to be entitled to have up to five (5) live assisted tune-ups in total per year upon request at no additional charge. Software will be communicated to Comcast customers as Computer Performance Tool

Members get a discount on remote and onsite incident services.

 

	Confidential	Amendment 2 to Program Description 1

 

  

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Help Desk

Description: Includes the Wireless Networking and Computer Performance SKU, plus software troubleshooting and configuration, new PC set-up, peripheral installation and troubleshooting, Internet security services, smart phone setup, and training materials (maximum 30 minutes on areas within program scope); for the avoidance of doubt, this SKU includes everything in Help Desk Plus with the exception of malware removal. Cosmos software will be communicated to Comcast customers as Computer Performance Tool

Support.com Fees

$*** per month per active subscriber + activation/set-up fee of $***; (unless Customer has a WG device, in which case activation/set-up is waived)

Members get a discount on remote and onsite incident services.

IMPORTANT NOTE: this is a trial SKU that will be sold in a pilot during January, February and March 2013 pursuant to mutually agreed procedures.  After the trial period, any further sales of this SKU will be only by mutual agreement of the Parties, which agreement may be effected pursuant to Section 8.2.2 without further amendment of this Agreement or Program Description.

Complete Home/Help Desk Plus

Description: Includes the Help Desk SKU subscription Services plus entitlement to Internet Security and Virus Removal SKU Services as needed.  Subscription requires Customer to maintain approved active anti-virus software upon activation/set-up. For customers who are active subscribers to this SKU as of July 5, 2012, Cosmos software will be offered on a proactive self-install basis to any pre-existing subscribers at any future point of service delivery. Software will be communicated to Comcast customers as Computer Performance Tool

Support.com fees

$*** per month for up to four (4) supported computers + activation/set-up fee of $***

Members get a discount on remote and onsite incident services.

Extreme 305 Complete Home Support Bundle

Description: This SKU may only be offered to Comcast Customers who are subscribers to Comcast’s Xfinity Extreme 305 High-Speed Internet package. Includes the Help Desk SKU subscription Services plus entitlement to Internet Security and Virus Removal SKU Services as needed.  Subscription requires Customer to maintain approved active anti-virus software upon activation/set-up.

Support.com Fees

$*** per month for up to four (4) supported computers; no activation/set-up fee

 

	Confidential	Amendment 2 to Program Description 1

 

  

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Computer Performance Tool

Description: STAND-ALONE SUPPORT.COM END-USER SOFTWARE LICENSE. Stand-alone (not bundled with any other Services) distribution of a licensed copy of the Comcast-branded Cosmos product (a Support.com End-User Software product) to a Customer on monthly subscription terms pursuant to procedures and processes as mutually agreed and reflected in the VPRD.

As mutually agreed, the parties will cooperate in good faith to promote activation of the Computer Performance Tool by subscribers.

Support.com agrees to provide reports to Comcast of activations on a monthly basis.

Support.com Fees

$*** per month per subscriber; subscribers will be provided email notification of license key and download location; no installation services included, although Support.com is responsible for supplying and updating as necessary “help” content for the Microsite related to installation and use of features.

For the avoidance of doubt, the phrase “Members get a discount on remote and onsite incident services” means that any discount on wholesale pricing described herein applies only if the Member simultaneously receives a similar discount to the retail price charged.

	
3.

	
Addition of Termination Fee for New “Extreme 305 Complete Home Support Bundle” SKU.

The “Subscription Termination Fees” chart of Section 6.1 (“Service Delivery Wholesale Pricing; Termination Fees”) of Program Description No. 1 is hereby amended to read as follows as of the Amendment 2 Effective Date:

 

	  	  	  	  	
Complete Home

	Wireless 	  	
Wireless Networking  &

	  	
Help Desk Plus

	Networking	  	
Computer Performance/

	  	
Extreme 305 Complete

	
 Support

	
WG Support

	
Maint & Net. Bundle

	
Help Desk

	
Home Bundle

	 	 	
 

	  	  	  	  	  	  	  
	
Month

	
TF

	
Month

	
TF

	
Month

	
TF

	
Month

	
TF

	
Month

	
TF

	  	  	  	  	  	  	  	  	  	  
	
1

	
$***

	
1

	
$***

	
1

	
$***

	
1

	
$***

	
1

	
$***

	  	  	  	  	  	  	  	  	  	  
	
2

	
$***

	
2

	
$***

	
2

	
$***

	
2

	
$***

	
2

	
$***

	  	  	  	  	  	  	  	  	  	  
	
3

	
$***

	
3

	
$***

	
3

	
$***

	
3

	
$***

	
3

	
$***

	  	  	  	  	  	  	  	  	  	  
	
4

	
$***

	
4

	
$***

	
4

	
$***

	
4

	
$***

	
4

	
$***

	  	  	  	  	  	  	  	  	  	  
	
5

	
$***

	
5

	
$***

	
5

	
$***

	
5

	
$***

	
5

	
$***

	  	  	  	  	  	  	  	  	  	  
	
6

	
$***

	
6

	
$***

	
6

	
$***

	
6

	
$***

	
6

	
$***

 

	
4.

	
Elimination of Service Sales Fees.

Section 6.2 (“Service Sales Fees”) of Exhibit A (“Program Description”) of the Agreement is hereby deleted in its entirety as of the Amendment 2 Effective Date.

 

	Confidential	Amendment 2 to Program Description 1

 

  

7

  

	
5.

	
Amended Refund Policy.

Section 6.5 (“Refund Policy”) of Exhibit A (“Program Description”) of the Agreement is hereby amended to read as follows effective as of the Amendment 2 Effective Date:

6.5  Refund Policy

 

Support.com will deliver the Services in accordance with the applicable Service standard operating procedure and the mutually agreed Customer Terms and Conditions as stated in the VPRD.  Generally, in the event Support.com fails to complete an incident-based Service, Support.com will not charge the Customer at the time of service and if necessary initiate refund procedures as specified in the VPRD if the Customer has already been charged.  If a Customer subsequently experiences a problem with the incident-based Service, Support.com will use commercially reasonable efforts to try to resolve the Customer’s problem, at no additional charge for a period of up to *** from the date the Services were originally completed.  For all Services completed (including, without limitation, all subscription Services through the subscription term or any termination), no refund or credit will be provided by Support.com to any party.  For the avoidance of doubt, activation/setup fees and previously billed monthly subscription fees are not refundable.  Any Customer refund in relation to conforming Services is the sole responsibility of Comcast.

 

	
6.

	
Discontinuation of Ninjato Set-up Fees for Third-party Sales Services Providers.

Section 6.8 (“Third-Party Sales Services Providers”) of Exhibit A (“Program Description”) of the Agreement is hereby deleted in its entirety as of the Amendment 2 Effective Date.

 

	
7.

	
Additional Reporting.

Support.com will provide a daily service delivery report of every Customer on record that includes: service delivery tickets (or lack thereof); completed work orders; attempted delivery; and mutually-agreed upon dispositions.

	
8.

	
Removal of Service Sales Fees from Up-sell/Cross-Sell Procedures.

Section 14 (“Up-sell/Cross-Sell Training and Procedures”) of Exhibit A (“Program Description”) of the Agreement is hereby amended to read as follows:

14.            Up-sell/Cross-Sell Training and Procedures.

On or before December 1, 2011, Support.com agrees to put in place mutually agreed training programs and processes by which its delivery agents will offer to Customers other Signature Support Services (incidents and subscriptions), including but not limited to right sizing level of service to match the customer’s need. In the event such right sizing is required, SDC will perform the sale and will not send the Customer to the sales organization to have the right sizing performed.  SDC is solely responsible for inputting any upsell orders it takes into the Comcast Billers within twenty-four (24) hours of taking the order.

 

	Confidential	Amendment 2 to Program Description 1

 

  

8

  

 

	
9.

	
Correction of Typographical Error.

Section 13(c) (“Misdirected Calls”) of Exhibit A (“Program Description”) of the Agreement is hereby amended as of the Amendment 2 Effective Date to replace the word “weekly” in the first sentence of subsection (c) with the work “monthly” to conform to the specified reporting frequency. As amended the first sentence of Section 13(c) reads “Support.com will provide Comcast, on a monthly basis, a Misdirected Call report for the prior month’s activity, which report is subject to audit by Comcast.”

	
10.

	
Effect of Amendment.

Except as expressly amended herein, the Agreement remains in full force and effect.

IN WITNESS WHEREOF the Parties have entered into this Amendment as of the Amendment 2 Effective Date.

 

 

	
COMCAST CABLE COMMUNICATIONS

	  	
SUPPORT.COM, INC.

	
MANAGEMENT, LLC

	 	  	  	 
	  	 	  	  	 
	

By:

	 	 	  	

By:

	 	 
	
Name:

	 	  	
Name:

	 
	
Title:

	 	  	
Title:

	 
	  	 	  	  	 
	
Date:

	 	  	
Date:

	 

 

 

	Confidential	Amendment 2 to Program Description 1

 

9ex10_18.htm

EXHIBIT 10.18

AGREEMENT REGARDING SALE AND PURCHASE OF SHARES

 

THIS AGREEMENT REGARDING SALE AND PURCHASE OF SHARES (this “Agreement”) is made and entered into effective as of February 19, 2013 (the “Effective Date”) by and between JOSHUA PICKUS (“Seller”) and SUPPORT.COM, INC., a Delaware corporation (the “Company”), on the other hand.  The Company and Seller are also referred to herein individually as a “Party” and collectively as the “Parties.”

 

WHEREAS, Seller has been granted certain options to purchase 1,000,000 shares (the “Options”) of the Common Stock, par value $0.0001, of the Company (“Common Stock,” and the shares of Common Stock issuable upon exercise of the Options, net of any shares of Common Stock withheld in connection with such exercise pursuant to a “cashless exercise” provision and for tax withholding, the “Shares”));

 

WHEREAS, Seller desires to exercise the Options on a cashless exercise basis for the Shares and  to sell the Shares;

 

WHEREAS, the Company desires to purchase the Shares;

 

WHEREAS, the Parties desire to set forth their agreement with respect to Seller’s sale of the Shares and the Company’s purchase thereof;

 

NOW, THEREFORE, for good and valuable consideration, the receipt and sufficiency of which is hereby acknowledged, the Parties, intending to be legally bound, hereby agree as follows:

 

1.         Process for Sale and Purchase.  Subject to the fulfillment or waiver of the conditions set forth in Section 5:

 

(a)         On such date as may be mutually agreed by Seller and the Company (the “Sale Date”), the Company shall transfer to a broker selected by the Company (the “Company Broker”) an amount equal to the Per-Share Purchase Price multiplied by the number of Shares.  “Per-Share Purchase Price” shall mean an amount equal to the lesser of (x) 95% of the closing price of the Company’s Common Stock on the date of consummation of the Proposed Transaction and (y) the simple moving average price of the Company’s Common Stock for the 30-day period ending on the date of consummation of the Proposed Transaction, determined without regard to after hours trading or any other trading outside of the regular trading session trading hours.

 

(b)         On or prior to the Sale Date, Seller shall exercise the Options (on a cashless exercise basis), with the exercise price of the Options (and any tax withholding thereon) plus the transaction fees charged by the Company Broker (expected to be $10,000) to be satisfied by the proceeds of the same-day sale effected by the Proposed Transaction.

 

(c)         On the Sale Date:

 

(i)      Seller shall deliver to the Company Broker by facsimile transmission (with confirming telephone call) an order to, on the Sale Date, (1) sell the Shares at a sale price per Share equal to the Per-Share Purchase Price, (2) remit to the Company the aggregate strike price of the Options, (3) withhold taxes in accordance with applicable law and any additional instructions of Seller, and (4) remit the net proceeds (after the Company Broker’s commission payable by Seller) to Seller or Seller’s designee (the “Sale Order”);

 

  

  

  

 

(ii)      the Company shall deliver to the Company Broker by facsimile transmission (with confirming telephone call) an order to, on the Sale Date, purchase a number of shares of Common Stock equal to the number of Shares at a per-share price equal to the Per-Share Purchase Price (payable with the funds transferred to the Company Broker pursuant to Section 1(a) hereof) (the “Purchase Order”);

 

(iii)      following the close of trading of the Company’s Common Stock on the Sale Date, the Company shall instruct the Company Broker to match the Sale Order and the Purchase Order to execute a purchase and sale of the Shares, and shall report the resulting sale of the Shares to NASDAQ as a sale using an “average price.”

 

2.         Further Acts.  Seller and the Company shall execute any further instruments or perform any acts which the other may reasonably request to carry out the intent of this Agreement.

 

3.         Representations and Warranties of Seller.  Seller hereby represents and warrants to the Company, as of the date hereof and as of the Sale Date, that:

 

(a)         Title.  Seller is the sole beneficial and legal owner of the Options and, on the Sale Date, of the Shares, free and clear of any liens, claims, impairments, rights of first refusal, co-sale rights, repurchase rights, transfer restrictions or other encumbrances.

 

(b)         Binding Obligation; Authority.  The execution, delivery and performance of this Agreement by Seller and the consummation of the transactions contemplated hereby (i) have been duly authorized by all requisite action on behalf of the Company and (ii) assuming the due authorization, execution and delivery by the Company, constitutes the legal, valid and binding obligation of Seller, enforceable in accordance with its terms, except as such enforceability may be limited by applicable bankruptcy, insolvency, moratorium or other similar federal or state laws affecting the rights of creditors, and is subject to general principles of equity.  Seller has the full power and authority to exercise the Options and, on the Sale Date, will have the full power and authority to sell, transfer, convey, assign and deliver the Shares, and upon delivery and payment for the Shares on the Sale Date, the Company shall acquire valid and unencumbered title to the Shares, other than as may be imposed by United States state and federal securities laws.

 

(c)         Required Authorizations.  No consent, approval or authorization of or designation, declaration or filing with any governmental authority or third party on the part of Seller is required in connection with the execution and delivery of this Agreement and the consummation of the transactions contemplated hereby, except for filings as may be required under applicable U.S. state or federal securities laws, which will be timely made.

 

(d)         No Violation or Default.  The execution, delivery and performance of this Agreement and the consummation of the transactions contemplated hereby by Seller will not (i) result in any violation, default or breach of any provision of any instrument, judgment, order, writ, decree, contract or agreement relating to the Options or the Shares and to which Seller is a party, any instrument, contract, or agreement by which Seller is bound, or any judgment, order, writ, decree, statute or regulation by which Seller is bound, or (ii) require any notice or consent under any such provision.

 

(e)         Advice of Counsel.  Seller has been advised to consult with his own attorney regarding legal matters concerning the Options and the Shares and to consult with an independent tax adviser regarding the tax consequences of the exercise of the Options and the sale of the Shares.  Seller is relying solely on his separate legal and tax advisors and not on any statements or representations of the Company for any legal or tax advice with respect to the transactions contemplated by this Agreement.

 

  

2

  

 

4.         Representations and Warranties of the Company.  The Company hereby represents and warrants to Seller, as of the date hereof and as of the Sale Date, that:

 

(a)         Binding Obligation; Authority.  The execution, delivery and performance of this Agreement by the Company and the consummation of the transactions contemplated hereby assuming the due authorization, execution and delivery by Seller, constitutes the legal, valid and binding obligation of the Company, enforceable in accordance with its terms, except as such enforceability may be limited by applicable bankruptcy, insolvency, moratorium or other similar federal or state laws affecting the rights of creditors, and is subject to general principles of equity.

 

(b)         Required Authorizations.  No consent, approval or authorization of or designation, declaration or filing with any governmental authority or third party on the part of the Company is required in connection with the execution and delivery of this Agreement and the consummation of the transactions contemplated hereby, except for filings as may be required under applicable U.S. state or federal securities laws, which will be timely made.

 

(c)         No Violation or Default.  The execution, delivery and performance of this Agreement and the consummation of the transactions contemplated hereby by the Company will not (i) result in any violation, default or breach of any provision of any instrument, judgment, order, writ, decree, contract or agreement relating to the Options or the Shares and to which the Company is a party, any instrument, contract, or agreement by which the Company is bound, or any judgment, order, writ, or decree by which the Company is bound, or (ii) require any notice or consent under any such provision.

 

5.         Conditions to Closing.

 

(a)         Conditions Precedent to the Obligations of the Company.  The obligation of the Company to consummate the transactions contemplated hereby on the Sale Date is subject to the satisfaction or waiver in writing by the Company of each of the following conditions on or prior to the Sale Date:

 

  (i)     The representations and warranties of Seller in this Agreement shall be true and correct;

 

  (ii)             All of the covenants and obligations that Seller is required to perform or comply with pursuant to this Agreement on or prior to the Sale Date shall have been duly performed or complied with in all material respects;

 

  

3

  

 

  (iii)             If requested by the Company, Seller shall have delivered a certificate certifying the satisfaction of the conditions set forth in Sections 5(a)(i) and 5(a)(ii) hereof;

 

  (iv)             There shall not have been commenced or threatened against the Company, or any person or entity affiliated with the Company, any legal or other proceeding (A) involving any challenge to, or seeking damages or other relief in connection with, any of the transactions contemplated by this Agreement, or (B) that may have the effect of preventing, delaying, making illegal or otherwise interfering with any of the transactions contemplated by this Agreement; and

 

  (v)             Seller’s exercise of the Options and sale of the Shares shall (A) be permitted under applicable law and under any listing standards applicable to the Company, and (B) have been pre-cleared by the Company in accordance with its then-current policies.

 

(b)         Conditions Precedent to the Obligations of Seller.  The obligation of Seller to consummate the transactions contemplated hereby on the Sale Date is subject to the satisfaction or waiver in writing by Seller of each of the following conditions on or prior to the Sale Date:

 

  (i)     The representations and warranties of the Company in this Agreement shall be true and correct;

 

  (ii)             All of the covenants and obligations that the Company is required to perform or comply with pursuant to this Agreement at or prior to the Closing shall have been duly performed or complied with in all material respects;

 

  (iii)             If requested by Seller, the Company shall have delivered a certificate executed by an officer of the Company (other than Seller) certifying the satisfaction of the conditions set forth in Sections 5(b)(i) and 5(b)(ii) hereof; and

 

 (iv)             Seller’s exercise of the Options and sale of the Shares shall (A) be permitted under applicable law and under any listing standards applicable to the Company, and (B) have been pre-cleared by the Company in accordance with its then-current policies.

 

6.         Termination.

 

(a)         This Agreement and the obligation of Seller to sell, and the obligation of the Company to purchase, the Shares may be terminated, or, in the case of clause (iv) hereof, automatically and without further action will be terminated:

 

  (i)     by the mutual written consent of Seller and the Company at any time; or

 

  (ii)             on April 30, 2013, if the Sale Date has not occurred on or before such date.

 

(b)         Upon termination of this Agreement, the rights and obligations of the Parties under this Agreement shall immediately cease and this Agreement shall have no further force or effect.

 

7.         General Provisions.

 

(a)         Third Party Beneficiaries.  The provisions of this Agreement are not intended to be for the benefit of or enforceable by any third party.

 

  

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(b)         Governing Law; Arbitration; Forum.  This Agreement shall be governed by and construed in accordance with the internal laws of the State of California, without giving effect to choice of law rules and principles of said state.  Any action arising under or in connection with this Agreement shall be resolved through binding arbitration held in San Francisco, California under the rules of the American Arbitration Association (“AAA”) before a single arbitrator selected by the Parties within forty-five (45) days after the receipt of a demand for arbitration by a Party hereto, except that the rules of discovery set forth in the California Code of Civil Procedure shall apply in lieu of any AAA rules of discovery.  In the event that the Parties are unable to agree on an arbitrator, one shall be appointed in accordance with the AAA rules.  The costs of arbitration shall be paid by the non-prevailing Party.  The arbitrator shall award recovery of attorneys’ fees for the prevailing Party.  Any action to enforce an award by an arbitrator hereunder may be brought in the United States District Court for the Northern District of California or the Superior Court in and for the County of San Francisco, to the jurisdiction of which each Party hereby submits.

 

(c)         Notices, Consents, Elections, Etc.  All notices, consents, agreements, elections, amendments, demands and approvals provided for or permitted by this Agreement shall be in writing.  For purposes of the following provisions of this Section 7(c), the term “notice” shall be deemed to include any notice, statement, report, consent or similar item required to be provided to one or more persons or entities under this Agreement or applicable law.  Notice to a Party shall be deemed duly given upon the earliest to occur of the following: (i) personal delivery to such Party; (ii) the close of business on the third day after being deposited in the United States mail, registered or certified, postage prepaid and addressed to such Party at the address set forth on the signature page hereto for such Party, or to any other address that such Party has provided to the other Party for purposes of this Section 7(c) (such Party’s “Address”); (iii) the close of business on the first business day after being deposited in the United States with a nationally recognized overnight delivery service, or on the third business day if deposited outside of the United States with an internationally recognized delivery service, with delivery charges prepaid, addressed to such Party at such Party’s Address, and marked for next business day delivery or for delivery within three business days if deposited outside the United States; or (iv) actual receipt by such Party via electronic mail or facsimile; provided, however, that notice sent via electronic mail shall be deemed duly given only when actually received and opened by the Party to which it is addressed.

 

(d)         Entire Agreement.  This Agreement represents the entire agreement between the Parties with respect to the subject matter hereof and supersedes all prior and contemporaneous negotiations, discussions, term sheets and agreements (whether written or oral) regarding the subject matter hereof, and may only be amended in a writing signed by all Parties.  Notwithstanding the foregoing, this Agreement shall not constitute a binding and enforceable agreement between the Parties with regard to any of the subject matter set forth herein until such time as this Agreement is fully executed by an authorized signatory of each Party and the executed signature pages are delivered to all Parties (or affirmatively released by the Parties or their counsel if the signature pages are held in escrow).

 

(e)         Amendment.  This Agreement may be amended, modified, waived, discharged or terminated (except as provided in Section 6) only by an instrument in writing signed by the Party against which enforcement of such amendment, modification, waiver, discharge, termination or consent is sought.

 

(f)         Expenses. Each Party shall bear its own expenses incurred in connection with the preparation, negotiation, execution and performance of this Agreement.  For the avoidance of doubt, the commission fees of $10,000 to be charged by Company Broker in relation to the Proposed Transaction shall be the responsibility of Seller.

 

(g)         Successors and Assigns.  No Party may assign this Agreement without the prior written consent of the other Party.  Any attempted assignment in contravention of this provision shall be null and void.  The provisions of this Agreement shall inure to the benefit of, and be binding upon, the successors, permitted assigns, heirs, executors and administrators of the Parties hereto.

 

  

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(h)         Counterparts and Facsimiles.  This Agreement may be executed in two or more counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument.  Any such execution may be of a facsimile copy hereof, and any signature delivered to another Party in accordance with this Agreement by facsimile or electronic copy shall be valid and binding.

 

(j)         Representations and Warranties. The representations and warranties of Seller and the Company shall survive the date hereof and the Closing Date.  The representations and warranties of Seller and the Company shall in no way be affected by any investigation of the subject matter thereof made by or on behalf of the Company or Seller, as applicable.

 

(l)         Severability.  If one or more provisions of this Agreement are held to be unenforceable under applicable law, such provision shall be excluded from this Agreement and the balance of the Agreement shall be interpreted as if such provision were so excluded and shall be enforceable in accordance with its terms.

 

[Remainder of page intentionally left blank.]

 

  

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IN WITNESS WHEREOF, the Parties have executed this Agreement Regarding Sale and Purchase of Shares effective as of the date first above written.

 

	 	

SELLER:

	 
	 	 	 
	 	 	 
	 	 	 
	 	

JOSHUA PICKUS

	 
	 	 	 
	 	

Address:

	

900 Chesapeake Drive

	 
	 	 	

Redwood City, CA 94063

	 
	 	 	 	 
	 	

Facsimile:

	

(650) 556-1194

	 
	 	 	 	 
	 	

Email:

	

josh.pickus@support.com

	 
	 	 	 	 
	 	

COMPANY:

	 
	 	 	 	 
	 	

SUPPORT.COM, INC.

	 
	 	 	 	 
	 	

By: 

	 	 	 	 
	 	 	 	 
	 	

Name:

	 	 	 
	 	 	 	 
	 	

Title:

	 	 	 
	 	 	 	 
	 	

Address:

	

900 Chesapeake Drive

	 
	 	 	

Redwood City, CA 94063

	 
	 	 	

Attn: General Counsel

	 
	 	 	 	 
	 	

Facsimile: (650) 482-3761

	 
	 	 	 	 
	 	

Email: legal@support.com

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