EXHIBIT 10.1
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
MICROSOFT CORPORATION
PRODUCT SUPPORT SERVICE
VENDOR AGREEMENT
This Product Support Services Vendor Agreement (the "Agreement") is entered into
by and between Microsoft Corporation, a Washington corporation ("MS"), and
Stream International, Inc., a Massachusetts Corporation ("Company") to be
effective as of 12/14/95 ("Effective Date").
In consideration of the mutual covenants herein, the parties hereby agree as
follows:
1. Services.
--------
(a) Company agrees to provide product support services (the
"Services") identified in Exhibit A to end users of certain Microsoft
Corporation products identified in Exhibit B (the "Product(s)"), on the terms
and conditions provided herein in accordance with MS standard support policies
and procedures as detailed in documentation provided by MS to Company
(including, without limitation, MS policies set forth in Exhibit E), which may
be modified by MS from time to time in its sole discretion, and in accordance
with the performance requirements set forth in Exhibit C. In the event that any
modification causes an increase in the cost of performance for Company, Company
will advise MS and provided Company can prove such increased cost, the parties
will negotiate a mutually-agreeable amendment to this Agreement addressing that
issue. ***********************************************************************
*********************************************************and Company will be
responsible for maintaining all necessary telecommunications equipment and
services at the Facility to handle all calls *****************************
including all costs associated therewith. Other facilities may be added as
mutually agreed by amendment of this Agreement.*********************************
********************************************************************************
****************************** to the******************************************.
The technology to be provided by each party is set forth in Exhibit F.
(i) Special terms and conditions of support for localized
versions of Products are set forth in Exhibit G, which is incorporated
herein by this reference.
(b) Company agrees to use its best efforts and most capable
technical expertise to resolve customer support problems, meeting or exceeding
the performance requirements as set forth in Exhibit C. In the event Company is
unable to resolve a problem, Company may escalate the problem to MS designated
representative(s). Company and Microsoft will mutually agree on the identity of
Company designated representative(s). The initial designated representatives of
the Company and MS are listed on Exhibit C. Either party may redesignate its
representative(s) upon written notice at any time during the term of this
Agreement.
(c) Company will maintain its current Automatic Call Distribution
("ACD") system. If Company changes its current ACD system or adds facilities,
Company will need to ensure that any such new ACD system is capable of providing
the information set forth in Exhibit H.
(d) Company will ensure that its current backup and disaster
recovery procedures are adequate to ensure that Company is in full compliance
with the terms of this Agreement; any changes or additions to such procedures
shall be made upon mutual agreement of the parties.
(e) When and if the Company changes its ACD such that MS can no
longer access appropriate data on its own, Company shall provide MS with reports
on the Services provided by Company under this Agreement as specified in Exhibit
H.
(f) At MS's discretion, with reasonable advance notice, MS reserves
the right to make onsite visits to all sites where Company supports Products. In
connection with said visits, Company will provide to MS, as and when required by
MS, access to office premises at the Facility equipped with standard office
equipment as available to personnel of Company in proximate offices, at no
charge.
(g) "Company agrees that any support personnel of Company while they
are supporting the Product(s) identified in Exhibits B & C shall be dedicated to
supporting only the Product(s) designated as their respective obligation, and
other MS products pursuant to this Agreement and/or other similar agreements
between MS and Company, and shall not accept telephone calls or other
communications or provide any Services for any third party product(s) without
the express written consent of MS. However, Company may reassign staff at its
sole discretion subject to forgoing provisions.
(h) Company will not subcontract any of its obligations hereunder
without the prior written approval of MS.
-2-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
2. Ownership and License Grants.
----------------------------
(a) Knowledge Base and Notes. MS grants to Company a non-exclusive,
------------------------
personal, non-transferable, non-assignable, royalty-free license for the term of
this Agreement to reproduce and use data from the MS product support service
database ("Knowledge Base") and application notes ("Notes") for the Product(s)
for the sole purpose of providing Services hereunder. Company shall maintain all
disclaimers, copyright notices, trademarks, and other protective notices on all
copies of the
Knowledge Base and Notes and all data contained therein. MS grants to Company a
non-exclusive, personal, non-transferable, non-assignable, royalty-free license
for the term of this Agreement to reproduce and distribute unmodified articles
from the Knowledge Base and Notes solely to support customers for the purpose of
providing Services hereunder. Upon the expiration or termination of this
Agreement, Company's license rights with respect to the Knowledge Base and Notes
will automatically terminate, and Company shall within ten (10) days thereafter
provide written certification to MS signed by an authorized representative of
Company that Company has destroyed all copies of the Knowledge Base and Notes
(including all related documentation) in its possession.
(b) Product(s). MS will provide Company ************ with copies of
----------
the Product(s) identified in Exhibit B. Effective upon the delivery of the
Products to Company, MS shall be deemed to have granted to Company a non-
exclusive, personal, non-transferable, non-assignable, royalty-free license to
use the Products at the Facility under the terms of the End User License
Agreement ("XXXX") accompanying each of the Products for the sole purpose of
providing Services for the Product(s) *************************** as provided
for under the terms of this Agreement. Notwithstanding the terms of the EULAs
accompanying the Products, Company shall be entitled to reproduce a number of
copies of the Products (including all related documentation) equal to the number
of computers used by Company at the Facility to provide the Services for the
Product(s), provided that such copies may only be used to provide product
support for the Product(s) to MS customers as provided for under the terms of
this Agreement. Upon the expiration or termination of this Agreement, Company's
license to use and reproduce such Products will automatically terminate, and
Company shall within ten (10) days thereafter either (i) return all copies of
the Products (including all related documentation) licensed to Company pursuant
to this Agreement in its possession to MS, or (ii) provide written certification
to MS signed by an authorized representative of Company that Company has
destroyed all copies of the Products (including all related documentation)
licensed to Company pursuant to this Agreement in its possession.
-3-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
(c) **************. At the******************************************
--------------
*****************************************************************************
*****************************************************************************
as *********************************************************************** and
******. Upon the ************************************************************
********and*************************************and***************************
******************************************************************************
***********************************************that***************************
and***************************************************.
(d) MS Intellectual Property Rights. Company hereby agrees and
-------------------------------
acknowledges that any and all works or processes developed by Company in the
course of its delivery of Services under this Agreement which are protectible as
copyrights, trade secrets or any other form of intellectual property have been
specially ordered and commissioned by MS. Company understands and agrees that
such works shall be deemed to be "works-made-for-hire" for copyright purposes.
All patents and other proprietary rights resulting from the Services shall be
owned by MS to the extent any and/or all of the works do not qualify as "works-
made-for-hire."
**************************************Company shall***************************
************************in the**************************************************
**************and**********************************************************
***********************and/or***********************************************such
****************************************************************************from
*****at any***********************************************in its***********it
************************************************************************its
************************************************ Company (a) hereby irrevocably
sells, assigns, transfers and conveys to MS, its successors and assigns,
irrevocably and perpetually, Company's entire right, title and interest in the
work(s) and/or process(es) resulting from or developed for the Services, (b)
agrees to do such further acts and execute and deliver to MS such instruments as
may be required to perfect, register or enforce MS's ownership of the rights
conveyed under this Agreement or to carry out the intent and purpose of this
Agreement, and (c) agrees that if Company fails or refuses to execute any such
instruments, Company hereby appoints MS as Company's attorney-in-fact to act on
Company's behalf solely for the purpose of executing such instruments. Any such
appointment shall be irrevocable and deemed to be a power coupled with an
interest.
"In addition, notwithstanding the foregoing the parties hereby
acknowledge and agree that Company shall be the owner of all software tools
developed by Company,
-4-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
as well as methods and techniques of doing business, including patents, trade
secrets and other proprietary rights associated therewith (collectively,
"Company Tools"), during the term of this Agreement for use in providing the
Services. Company hereby grants to MS a perpetual, royalty-free, non-exclusive,
worldwide license to reproduce, modify use, and create derivative works from
such Company Tools for internal MS use; MS agrees not to distribute such Company
Tools to any third parties. Company agrees to provide copies of the object code
and source code versions of all Company Tools and all related documents to MS
for such purposes.
(e) ********************. ***********************Company
--------------------
acknowledges and agrees that ***********************************************
with the *****************************************************************
**********************************************************************
**********************************************************************
****************************shall be *************************************
***************************in the ***************************************
Company shall **********************************************************the
*************************with this Agreement and shall**********************
***********************************with the ********************************
********Company shall**********************************************************
**********************************************************of this
************************************************************with all
*********************************************************with all other
********************which are***********************************.
(f) Training. Company agrees to undertake and successfully
--------
complete all training programs provided by MS with respect to the Product(s) and
subsequent versions Company is currently supporting for ****************in its
sole discretion deems necessary to prepare Company to provide the Services
outlined in this Agreement, provided that such training shall not exceed
*********** days per year for any one product support personnel unless the
parties mutually agree otherwise. Training will be conducted at a mutually
agreed upon facility ***********************************************************
*************************************************** except that all travel,
accommodation and related expenses for Company employees shall be the
responsibility of Company. Company acknowledges and agrees that it shall be
responsible for internal and ongoing training of its product support personnel
on the Product(s) after receivinginitial training. Company will designate ******
ongoing trainer per Product supported. ****************************************
************* to be ***********************************************************
the terms of this Agreement.
-5-
(g) ACD System Documentation. Company shall provide MS with
------------------------
standard specifications and documentation from its ACD system with respect to
the Services provided by Company under this Agreement.
(h) LAN Security. Company shall physically isolate the local area
------------
network (LAN) used by Company personnel in the provision of the Services under
this Agreement (the "Support LAN") from other LANs maintained by the Company.
Company shall restrict use of the Support LAN solely to Company personnel
providing Services for the Product(s) under this Agreement or similar agreements
between MS and Company. Company agrees to notify MS promptly upon discovery of
any breach of security in the Support LAN.
(i) ******************** As of the Effective Date, ***************
--------------------
*******************************************************************************
**************in conjunction with ********************************
*******************************************************pursuant to
***********pursuant to the terms of this Agreement. *******************
********************************************************at the
************************of this Agreement. ***************************
************************to this ******************************which is
incorporated herein by this reference. Company shall*****************
***********************************************.
3. Price. MS will pay Company the amounts specified in Exhibit D
-----
each month subject to adjustments, deductions or credits to such amounts as
provided for in this Agreement or any Exhibit hereto. Payment terms are net
thirty (30) days after receipt of invoice.
4. Warranties. 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 will conform in all material respects with the
service requirements set forth in this Agreement, including, without limitation,
those set forth in Exhibits A and C;
(c) The Services will be performed by (i) employees of Company
within the scope of their employment who have signed confidentiality agreements
with the Company that require such employees to comply with obligations
substantially similar to those imposed by Company by Section 2(e) above and
Section 8 below, or (iii) by temporary employees and/or MS-permitted
subcontractors under written contractual obligations to Company ("Contractor
Agreement") that require independent contractors to sign confidentiality
agreements to comply with obligations
-6-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
substantially similar to those imposed on Company by Section 2(e) above and
Section 8 below; further, any such Contractor Agreement shall expressly provide
that MS is a third party beneficiary of the Contractor Agreement with rights to
enforce such agreement. Finally, Company warrants and represents that it will
ensure that any such temporary employees and/or MS-permitted subcontractors it
utilizes to fulfill its obligations under this Agreement will perform them in
accordance with the service and performance requirements set forth this in this
Agreement including, without limitation, those set forth in Exhibits A, C, E, F,
G and H.
(d) In providing Services to end users, Company shall make no
representations or undertake any obligations on behalf of MS concerning the
Product(s) and/or any other Microsoft Corporation products beyond those
expressly made or undertaken by Microsoft Corporation in written product
warranty statements and other written materials, including but not limited to
end user licenses prepared by Microsoft Corporation accompanying the Product(s).
Company shall also conform to all applicable and valid laws and government rules
and regulations;
(e) Any and all materials Company publishes as part of its Services
for Product(s) do not and will not infringe any intellectual property rights
owned by MS or Microsoft Corporation including, but not limited to, any
copyright, patent, or trade secret; and
(f) *********************************************Company will not
******************************************************************
****************************************************in connection with its
*************************************************************
*************************************for the purpose of****************
************************************.
THE WARRANTIES ABOVE ARE EXCLUSIVE AND ARE IN LIEU OF ALL OTHER WARRANTIES,
EXPRESS, IMPLIED, STATUTORY OR OTHERWISE AND ALL IMPLIED WARRANTIES OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR THAT A PRODUCT WILL
OPERATE ERROR-FREE.
5. Indemnification and Limitation of Liability.
(a) Company General Indemnification. Company agrees to indemnify,
-------------------------------
defend, and hold MS harmless from and against any and all claims, actions,
demands, and costs, including reasonable attorneys' fees and expenses arising
out of or in connection with any negligent or willful act or omission of Company
or its employees, independent contractors and agents in connection with the
Services
-7-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
provided under this Agreement ("Claims"). Acts for which Company shall indemnify
MS include, but shall not be limited to, representations or obligations
undertaken on behalf of MS concerning the Product(s) and/or any other Microsoft
Corporation products made to customers which exceed the scope of the warranties
or end user licenses which accompany the Product(s) and/or other Microsoft
Corporation products. MS shall have the right to assume the defense of any claim
indemnified hereunder. Should MS exercise this right to defend any indemnified
claim, Company shall have no liability for such claim and MS shall agree to
fully indemnify Company from and against any liability or damage that may
ultimately be assessed against Company in connection with such proceeding,
regardless of any comparative negligence or liability on the part of Company.
Company agrees to cooperate fully with MS and MS's counsel in any matter where
MS elects to defend, provided MS shall promptly reimburse Company for reasonable
costs and expenses incurred by same in connection with its duty to cooperate. In
addition to the foregoing option to defend, MS shall have the right to
participate in the defense of any claim being defended by Company pursuant to
its obligation hereunder, at MS's own cost and expense. Company shall pay any
and all expenses and other reasonable costs incurred by MS arising in connection
with its obligations under this Section 5(a) promptly upon demand.
(b) ********************** *******************************
----------------------
***********************************************************
************************************************************in
connection with any******************************************* *****in
connection with any********************************************
************************************************************************
*************************************.
(c) ******************************** ***************************
--------------------------------
*****************************************************************
****************************************************************and
*************************************************************provided
to the ***************************************************************
********************************************provided that **********
*******************************************************************
*****to which***********************************************************
*****to the**********of this Section 5(c), ***************************
*****************************************************************and the
**********************************************************************
********with the ***************at the***********************************
-8-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
**********in connection with***************************************************
*****************************************of any***************************
and to *********************************************provided that
****************************************************************
*****************shall******************************************
*********shall be***********************************************by the
****************************************************************
***********************************************************and*****
and*********by the ***************.
(d) ******************** EXCEPT FOR INDEMNIFICATION CLAIMS
--------------------
PURSUANT TO SECTION 5(a) and 5(b) ABOVE IN*******************************
************to the **********************************************
*****************************************************************
******from********************************************************
*******************************to this*********************of the
*****************************************************************
*****************************************************************
***************************and********of the************************
***************************.
6. Term and Default.
----------------
(a) This Agreement shall commence as of the Effective Date, and
shall continue in force for a period of twelve (12) months from the date on
which the first customer calls are routed by MS unless earlier terminated by MS
as provided in this Agreement or Exhibits hereto. There will be ninety (90) day
reviews of Company performance, beginning upon the Effective Date.
(b) If Company is not in material default under the terms of this
Agreement, and provided Company has met its performance requirements as of the
anniversary of the Effective Date, then MS shall have the option of renewing
this Agreement for a further period of one (1) year provided MS gives the
Company notice thereof in writing not less than two (2) months before the date
of expiration of the term hereof. Any renewal pursuant to this Section shall be
on the same terms and conditions contained in this Agreement save and except
that the prices payable by MS to Company for the renewal term shall be in
accordance with fair market prices payable for similar services in the market
generally and *****************************************************************
************************************************************************
*******************************************************************************
*****************************.
-9-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
(c) This Agreement may be terminated by either party in the event
the other party (the "Other Party" for the purposes of this subsection) assigns
its rights or interest in the Agreement in contravention of Section 11(f) or the
Other Party suspends performance of its obligations as described in Section
11(i) or if the Other Party becomes insolvent or admits in writing its inability
to pay its debts as they become due or makes an assignment for the benefit of
creditors or if a petition under any bankruptcy act, receivership statute or the
like, as they now exist or as they may be amended, is filed by the Other Party
or by any third party or an application for a receiver is made by anyone and
such application is not resolved favorably to the Other Party within sixty (60)
days.
(d) This Agreement may further be terminated by MS pursuant to the
provisions of Section 7.
(e) The ("Measurement Interval") for all Services will be measured
by MS as prescribed in Exhibits C&D, ********************************.
Quality bonuses/deductions will only be awarded or deducted once a statistically
valid sample of surveys is achieved. During the term of this Agreement, if the
Services provided by Company hereunder do not conform to any of the performance
requirements set forth in Exhibit C for any Measurement Interval, the Services
may be deemed unacceptable by MS and this Agreement may be terminated by written
notification if company has not brought its performance into conformance with
the applicable standards within ************ subsequent to the date notice of
such unacceptability is given to Company; however, if Company provides MS an
acceptable correction plan by the end of that ********** period, then
termination of Company shall be governed by the provisions in Section 7 below.
(f) Company acknowledges MS's right to require immediate removal and
prompt replacement of any Company employee, MS-permitted independent contractor,
or agent performing Company's obligations under this Agreement who engages in
any conduct prohibited by law or inconsistent with MS policy as set forth in
Exhibit E.
(g) Sections 2 (d), (e), 3, 4, 5, 6 (h) 8, 9, 10 and 11 of this
Agreement shall survive termination for any reason.
(h) Upon the expiration or earlier termination of this Agreement,
Company shall cooperate with MS to assist in the orderly transition of Services
to MS, or as MS may direct, in a professional manner, with no disruption to
customer service.
-10-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
7. Default in Performance and Remedies. During the term of this Agreement:
-----------------------------------
(a) In the event Company fails to meet the performance requirements
as specified in this Agreement and in Exhibit C (the "Performance
Requirements"), the payments will be modified as set forth in Exhibit D. Company
and MS agree that such amount will represent a fair and reasonable pre-estimate
of damages incurred by MS as a result of such non-performance; provided that the
Performance Requirements will be waived for an initial grace as described in
Exhibits C & D ****************************************************************.
(b) In the event there is a continued failure by Company to meet the
Performance Requirements for more than ******* Measurement Interval(s), and MS
has not terminated Company for its first failure to meet performance standards
during the first Measurement Interval, Company shall, at MS's request, provide a
corrective action plan, including training and staffing plans, to MS for
approval. MS shall review and approve or provide required changes to Company on
such corrective action plan within ******** business days from its receipt of
such plan.
(c) In the event the Performance Requirements are not met within
*********** days following MS's approval of any corrective action plan, MS
shall have the right to terminate this Agreement.
(d) All remedies set forth in this section shall be in addition to
and not in lieu of all other remedies available to MS under this Agreement at
law or in equity.
8. Confidentiality and Publicity.
-----------------------------
(a) Except as otherwise provided herein, the parties expressly
undertake to retain in confidence the terms and conditions of this Agreement and
all other non-public information and know-how disclosed to each other during the
term of this Agreement that has been designated as proprietary and/or
confidential or that, by the terms of this Agreement and/or the nature of the
circumstances surrounding the disclosure, ought in good faith to be treated as
proprietary and/or confidential (the "Confidential Information"), and will make
no use of such information and know-how except under the terms and during the
existence of this Agreement; provided that each party may disclose the terms and
conditions of this Agreement to its immediate legal and financial consultants as
required in the ordinary course of its business. Information disclosed by MS
regarding new products or new product releases shall be presumed confidential,
however disclosed. Each of the parties shall use its best efforts to protect the
Confidential Information, which precautions shall be at least as great as the
precautions it takes to protect its own confidential information.
-11-
Each of the parties may disclose Confidential information only to its employees
on a "need-to-know" basis. The parties may disclose Confidential Information as
required by government or judicial order, provided that the disclosing party
gives the other party prompt notice of such order and complies with any
protective order (or equivalent) imposed on such disclosure. The parties shall
notify each other promptly upon the discovery of any unauthorized use or
disclosure of Confidential Information, and will cooperate with each other in
every reasonable way to assist the disclosing party in regaining possession of
such Confidential Information and to prevent future unauthorized use or
disclosures.
(b) The parties acknowledge that monetary damages may not be a
sufficient remedy for unauthorized disclosure or use of Confidential Information
and that the parties 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.
(c) Company shall not issue any press release or advertising
concerning Company's relationship with MS and the Services hereunder, without
MS's written pre-approval.
9. Notices and Requests. All notices, authorizations, and requests in
--------------------
connection with this Agreement shall be deemed given on the day they are (i)
deposited in the mail, postage prepaid, certified or registered, return receipt
requested; or (ii) sent by air courier, charges prepaid, with a confirming
telefax; or (iii) transmitted, if transmitted by facsimile, and addressed as
follows:
Notices to Company:
------------------
Stream International, Inc.
Attn: Vice President, Support Services
Phone: 000-000-0000
Fax: 000-000-0000
copy to General Counsel
Notices to MS:
-------------
MICROSOFT CORPORATION
Xxx Xxxxxxxxx Xxx
Xxxxxxx, XX 00000-0000
Attn: Vice President, Product Support Services
Phone:
Fax: (000) 000-0000
With a copy to: Law & Corporate Affairs
-12-
or to such other address as the party to receive the notice or request so
designates by written notice to the other.
10. Audit. Company shall keep all usual and proper records relating to its
-----
compliance with the terms of this Agreement. MS reserves the right to audit
Company's systems and records during the term of this Agreement and for a period
of two years thereafter, provided that such audit(s) shall be conducted during
normal business hours in such a manner as not to interfere unreasonably with the
operations of Company and provided further that such audit(s) shall only be
conducted in circumstances where (i) MS has reasonable grounds to suspect
Company's non-compliance with any terms of this Agreement, (ii) MS communicates
any such concern to Company in writing, and (iii) Company either does not
respond to such concern within five (5) business days or Company's response does
not alleviate MS's concern to its satisfaction. Audit expenses shall be paid by
MS unless material discrepancies are disclosed by the audit, in which case audit
expenses shall be paid by Company. MS's audit rights referred to in this section
shall be reasonable in scope, but will be of an expansive scope if MS's audit
reveals material discrepancies.
11. General.
-------
(a) This Agreement shall be construed and controlled by the laws of
the State of Washington, and Company consents to jurisdiction and venue in the
state and federal courts sitting in the State of Washington. Process may be
served on either party by US Mail, postage prepaid, certified or registered,
return receipt requested, or by such other method as is authorized by law.
(b) Neither this Agreement, nor any terms or conditions contained
herein, shall be construed as creating a partnership, joint venture, agency
relationship or franchise.
(c) This Agreement 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 MS
by their respective duly authorized representative.
(d) 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.
-13-
(e) If any provision of this Agreement shall be held by a court of
competent jurisdiction to be illegal, invalid, or unenforceable, the remaining
provisions shall remain in full force and effect.
(f) The rights and obligations hereunder shall be binding upon and
inure to the benefit of the successors and assigns of the parties hereto,
provided any rights or obligations hereunder shall not be assigned by either
party without the prior written consent of the other party, which consent shall
not be unreasonably withheld.
(g) In any suit or action to enforce any right or remedy under this
Agreement or to interpret any provision of this Agreement, the prevailing party
will be entitled to recover its costs, including reasonable attorneys' fees.
(h) The section headings herein are for the convenience of the
parties and shall not be deemed to supersede or modify any provisions.
(i) If either party is unable to perform under this Agreement due to
circumstances or causes beyond its control, and which could not by reasonable
diligence have been avoided, such party shall have the option, without
liability, of suspending performance of its obligations under this Agreement for
the duration of such contingency upon written notice to the other party.
However, either party may terminate this Agreement upon written notice to the
other party in the event that such other party has suspended performance of its
obligations under this Agreement for more than thirty (30) days.
(j) The parties agree that wherever and whenever one party has the
right to exercise its discretion under this Agreement, such discretion shall be
exercised with reasonableness.
-14-
IN WITNESS WHEREOF, the parties have executed this Agreement as of the
date first above written.
MICROSOFT CORPORATION Stream International, Inc.
Xxx Xxxxxxxxx Xxx 000-Xxx Xxxx
Xxxxxxx, XX 00000-0000 Xxxxxx, XX 00000
By: X.X. Xxxxxxxxxx By: S.D.R. Xxxxx
---------------------- ---------------------
Xxxxxxx X. Xxxxxxxxxx S.D.R. Xxxxx
-------------------------- ---------------------
Name (Print) Name (Print)
VP, Support President
-------------------------- ---------------------
Title Title
-15-
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
EXHIBIT A
---------
Services
--------
Company will provide the following product support services (the "Services") for
those products listed in Exhibit B:
Service Description
------- -----------
******************** *********************
******************** *********************
*********************
*********************
*********************
******************** *********************
*********************
*********************
*********************
******************** *********************
*********************
******************** *********************
*********************
*********************
******************** *********************
*********************
*********************
******************** *********************
*********************
*********************
*********************
******************** *********************
*********************
*********************
A-1
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
******************** *********************
*********************
*********************
*********************
*********************
*********************
*********************
*********************
*********************
******************** *********************
*********************
*********************
*********************
A-2
Confidential material omitted and filed separately
with the Securities and Exchange Commission
Asterisks denote such omissions.
EXHIBIT B
---------
Supported Product(s)
--------------------
Company will supply product support services for the following Product(s):
Desktop:
-------
****************
****************
****************
****************
Consumer:
--------
****************
****************
****************
POS:
---
****************
****************
****************
Developer:
---------
****************
****************
****************
****************
****************
****************
Business Systems:
----------------
****************
B-1
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
EXHIBIT C
---------
Pages C-1 through C-5 of Exhibit C
contain confidential materials which have been omitted
and filed separately with the Securities and Exchange Commission
C-1
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
EXHIBIT D
---------
Pages D-1 through D-6 of Exhibit D
contain confidential materials which have been omitted
and filed separately with the Securities and Exchange Commission
D-1
EXHIBIT E
---------
MS Policies
Introduction
The following code of conduct is not a contract. It is intended solely to
provide general guidance to vendors and their representatives to assist them in
functioning smoothly and efficiently while performing work for Microsoft.
Microsoft is committed to promoting a positive work environment. We expect our
vendors and their employees, agents, and subcontractors (collectively,
"representatives") to adhere to the same standards of conduct and behavior that
we expect from our own employees while you and your representatives are on
Microsoft property or doing business with Microsoft.
The information outlined below is important and should be read carefully. All
third party vendors will be required to educate and, when appropriate, train
their representatives to ensure they are aware of Microsoft's expectations
regarding their behavior and the consequences of any breaches of Microsoft
policies.
The policies summarized below are non-exhaustive, and there may be other conduct
not specifically listed that would be unacceptable. Microsoft expects that
vendors and their representatives will conduct themselves in a professional
manner at all times while on Microsoft property or while doing business with
Microsoft. Microsoft may require the immediate removal of any vendor
representative who behaves in a manner that is unlawful or inconsistent with any
Microsoft policy, or that is otherwise deemed harmful to Microsoft's business.
E-mail
Electronic mail, or e-mail, provides an easy-to-use, efficient means of
communicating. The following guidelines for preparing and sending e-mail are
designed to ensure that each vendor and its representatives use the e-mail
system in an appropriate manner.
E-mail may not be used as a forum for political, religious, or other debates, or
as a form of entertainment (for example, chain letters). Use of e-mail must be
limited to Microsoft business. All e-mail group aliases (a pre-defined group of
users) must be for Microsoft business.
To informally exchange information over the computer on a variety of topics, use
the Microsoft Bulletin Board system.
E-1
Microsoft e-mail names are confidential. Do not give e-mail names to anyone
outside of Microsoft. Do not share your password with anyone, attempt to gain
access to anyone else's e-mail account, or use another's e-mail account without
permission.
Microsoft prohibits obscene, profane, or otherwise offensive material from being
broadcast across the Microsoft network.
Non-solicitation Policy
Microsoft wants to provide a work environment that allows all employees, and all
vendors and their representatives to complete their tasks with the least amount
of disruption. Accordingly, vendors, their representatives, and any other non-
Microsoft employees are not allowed (while on Microsoft property or while using
Microsoft owned equipment) to engage in solicitation or distribution of
literature. This policy prohibits soliciting or handing out materials for any
purpose.
Company Access to Information and Property
E-mail and its contents, as well as any other data stored on or transmitted by
Microsoft-owned equipment, is the property of Microsoft and may be accessed by
Microsoft at any time. Accordingly, the content of e-mail, voice mail, and
similar data should not be regarded as protected by any personal right of
privacy.
Additionally, in order to evaluate and improve customer service, Microsoft may
monitor, as necessary, the telephone calls of vendors and their representatives
who work in customer service positions.
Any facilities or equipment, including but not limited to offices, desks,
computers, electronic media, motor vehicles, or lockers used by vendors and
their representatives while on Microsoft property or while conducting Microsoft
related business, may be accessed by Microsoft as needed. Accordingly, you
should not consider protected by any personal right of privacy anything brought
onto or stored on Microsoft property stored on Microsoft equipment, or used
while working on Microsoft related business. Any Microsoft property used by
vendors and their representatives while performing Microsoft related business
remains the property of Microsoft.
Gifts
Microsoft employees cannot accept payments of any amount or gifts or favors
valued in excess of $ 100 from persons or firms with which we have business
dealings, unless prior approval is obtained from a vice president or more senior
company official. Accordingly, you and your representatives should refrain from
giving to Microsoft employees gifts with a value of more than $ 100.
E-2
Xxxxxxx Xxxxxxx
All Microsoft employees, agency temporaries, independent contractors, and vendor
representatives are considered "insiders" for the purposes of state or federal
securities laws that prohibit xxxxxxx xxxxxxx. As an insider, no vendor nor
vendor representative may buy or sell Microsoft's or another company's stock
when in possession of information about Microsoft or another company that is not
available to the investing public and that could influence an investor's
decision to buy stock.
New insider-trading laws carry stiff penalties, and the Securities and Exchange
Commission (SEC) has a mandate to enforce these laws aggressively. Because of
Microsoft's visibility and the volatility of our stock, Microsoft is carefully
watched by the SEC. The company can be negatively affected by xxxxxxx xxxxxxx
and may terminate the services of, or refuse to do further business with, anyone
found to have engaged in illegal xxxxxxx xxxxxxx.
Proper Use of Software
The unauthorized duplication and use of software and/or documentation by
Microsoft vendors or contractors is a violation of the copyright laws of the
United States and all the other countries in which Microsoft Corporation and its
subsidiaries maintain offices. This applies equally to Microsoft software,
whether a Beta or a final version, and to non-Microsoft software. Violation of
copyright laws can subject vendors and Microsoft to liability for significant
civil and criminal penalties. In addition, Microsoft devotes considerable
resources around the world to educate software users about their obligation to
use and manage software properly. In order for this effort to be effective and
benefit the software industry, Microsoft must lead by example.
The following practices, unless granted by a specific license, are among those
prohibited by this policy:
Making additional copies of third-party software Products for your use on
other computers.
Making copies of software (third-party or Microsoft) for friends or
associates.
Distributing software over a network.
Providing copies of software to bulletin board services.
Helpdesk maintains a list of software Products that have been licensed to
Microsoft for network use or on a site-license basis. Each department that
acquires third-party software is responsible for retaining proof of proper
licensing of that software, such as end user license agreements, original disks
and manuals, and receipts. If you have questions regarding the terms of any
third-party license agreement, contact Law and Corporate Affairs.
E-3
Failure to follow this policy can result in action against the vendor and its
representative, including termination of the vendor representative's services
and/or termination of Microsoft's contract with the vendor.
Confidentiality
All information supplied by Microsoft to vendors and their representatives
should be regarded as confidential unless otherwise notified. Vendors and their
representatives are not authorized to speak to the press on Microsoft's behalf,
unless expressly authorized to do so by Microsoft's Public Relations group.
Prior to performing any work for Microsoft, all vendors will be required to sign
a contract that includes a nondisclosure agreement.
Vendor Standards
Microsoft expects its chosen vendors to operate in the best interest of the
company at all times. It is expected that all equipment, manpower & services
will be provided at the highest quality level while maintaining flexibility and
cost effectiveness.
It is the responsibility of the vendor to inform its Microsoft contact (or a
member of Microsoft management) when situations develop that require the vendor
to operate in direct violation of the guidelines set forth in this document.
Additionally, in the event a Microsoft employee has a relationship (spouse or
other family relation, friend, domestic partner, etc.) with a vendor that might
create a conflict of interest or the appearance of a conflict of interest,
Microsoft senior management approval is required prior to contracting for the
services of said vendor.
E-4
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
EXHIBIT F
---------
Equipment
MS agrees to provide the following equipment:
. ************************************************************
. Other equipment as mutually agreed to between the parties,
depending on networking solutions.
Company agrees to provide the following equipment:
. Telecommunications equipment to handle all calls to Company.
. DHCP and Windows NT domain services - Windows NTAS 3.5 capable
PC, 1 GB hard drive and a CD ROM drive.
. MS Mail compatible SMTP gateway for e-mail connectivity.
. Server for Knowledge Base and Notes.
. ****************************************************
. Required Desktop Support Machines will be as follows:
Product Cluster Primary Machine Secondary Comments
Machine
-------------------------------------------------------------------------------
Desktop 486/66, 16 MB 486/33, 8 MB Word/Works for
RAM, 500 MB HD, RAM, 170 MB HD DOS need 1
CD-ROM machine only.
--------------------------------------------------------------------------------
POS 486/66, 16 MB 486/33, 8 MB Windows: no 2/nd/
RAM, 500 MB HD RAM, 170 MB HD machine
--------------------------------------------------------------------------------
Dev. Tools 486/66, 20 MB use 2/nd/ machine WinSDK, Fortran:
RAM, 500 MB HD, configuration in no 2/nd/ machine
CD-ROM use today
--------------------------------------------------------------------------------
Bus. Systems 486/66, 32 MB use 2nd machine Mail: ***** server
RAM, 500 MB HD configuration in and 12 paired
use today modems needed.
--------------------------------------------------------------------------------
. Other equipment as mutually agreed to between the parties, depending
on networking solutions.
F-1
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
EXHIBIT G
---------
(Support for Localized Versions)
Pages G-1 through G-3 of Exhibit G
contain confidential materials which have been omitted
and filed separately with the Securities and Exchange Commission
G-1
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
Exhibit H
---------
Company Reporting Requirements
Company shall provide MS with data and reporting as specified below. Company
agrees to provide sample data and reporting prior to implementation as requested
by MS.
*******************************************************
*******************************************************
*******************************************************
*******************************************************
*******************************************************
*******************************************************
*******************************************************
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*******************************************************
*******************************************************
*******************************************************
*******************************************************
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*******************************************************
*******************************************************
*******************************************************
*******************************************************
H-1
Confidential material omitted and filed separately
with the Securities and Exchange Commission.
EXHIBIT I
---------
Pages I-1 and I-2 of Exhibit I
contain confidential materials which have been omitted
and filed separately with the Securities and Exchange Commission
I-1
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
Amendment Number 1
Amendment Date: October 28, 1996
to: Product Support Service Vendor Agreement effective December 14, 1995
between: MICROSOFT CORPORATION, a Washington USA Corporation,
and Stream International, Inc., a Massachusetts, USA Corporation
Effective as of the Amendment Date indicated above, the below signed parties
agree that the indicated portions of the above-referenced Product Support
Service Vendor Agreement (hereinafter the "Agreement") are hereby amended by
this instrument (hereinafter the "Amendment"), as follows:
1. All references to ************************************* in
Section 2, Ownership and License Grants, item c, shall be changed to **********.
2. Exhibit B,******************* shall be deleted in its entirety
and replaced with the following:
Company will supply product support services for the following Product(s):
Desktop:
-------
****************
****************
****************
****************
Consumer:
--------
****************
****************
****************
POS:
---
****************
****************
****************
Developer:
---------
****************
****************
****************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
****************
****************
****************
Business Systems:
----------------
****************
3. The following provisions in Exhibit C, ************************ are
hereby modified as follows:
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
4. The ********* subsection of Exhibit C shall be amended as follows:
(i) The ******************* shall be deleted in its entirety and
replaced by the following:
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
*******************************************************************
****************************************************
5. The ************************* table shall be amended as follows:
********** **************************************************
**************************************************
****************
**************************************************
**************************************************
**************************************************
**************************************************
*******
**************************************************
**************************************************
**************************************************
**************************************************
********
**************************************************
**************************************************
**************************************************
**************************************************
****************************************
**************************************************
**********
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
**********
**************************************************
**************************************************
**************************************************
**************************************************
**********
**************************************************
**************************************************
**************************************************
****************************
********** **************************************************
********** **************************************************
**************************************************
**************************************************
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**************************************************
**************************************************
**************************************************
**************************************************
*******************
**************************************************
**************************************************
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**************************************************
**************************************************
********** **************************************************
**************************************************
**************************************************
**************************************************
**************************************************
**************************************************
**************************************************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
**************************************************
***
********** **************************************************
********** **************************************************
**********
********** **************************************************
********** **************************************************
********** **************************************************
**************************************************
********** **************************************************
********** **************************************************
********** **************************************************
**************************************************
**************************************************
**************************************************
**************************************************
**************************************************
**************************************************
********** **************************************************
**************************************************
**************************************************
***********************
********** **************************************************
**************************************************
**************************************************
**************************************************
*****
********** **************************************************
********** **************************************************
**************************************************
**************************************************
**************************************************
**************************************************
**************************************************
*****
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
6. The following provisions in Exhibit D, ****** are hereby modified as
follows:
(a) The following sentence shall be added to the beginning of Exhibit
D, Payments:
***************************************************************************
***************************************************************************
***************************************************************************
(b) Phase I shall be deleted in its entirety and replaced with the
following:
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
****************************************************
(c) Phase 2 shall be amended as follows:
(i) ***************************************************************
**************
***************************************************************
***************************************************************
***************************************************************
******************************
(ii) ***************************************************************
******************************
****************************************************
**********
**********
****************************************************
****************************************************
****************************************************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
****************************************************
(iii) ****************************************************
******************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
****************************************************
************ ********** *******
***** *******
********** ****
****** *******
********** ****
****** *******
********** ****
****** *******
******
(iv) *******************************************
****************************************************
****************************************************
****************************************************
************
*********** *********
*********** *********
**
********** **
********** ********
*****
(d) Section 2, **********************, shall be amended as follows:
(i) Item b shall be deleted in its entirety and replaced with
the:
************************************************
************************************************
************************************************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
(ii) Item e shall be replaced in its entirety.
(e) Section 3, *******************, shall be amended as follows:
(i) Item a shall be deleted in its entirety and replace with
the following:
************************************************
************************************************
************************************************
************************************************
*********************************
(ii) Item b, *********, shall be deleted in its entirety and
replace with the following:
************************************************
************************************************
************************************************
*********************************
************************************************
************************************************
************************************************
************************************************
************************************************
*****************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
************************************************
***********************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
************************************************
************************************************
************************************************
(f) Section 4, ************************* shall be amended as
follows:
(i) The first, second and third bulleted items and the
***************** shall be deleted in their entirety and replaced with the
following language:
************************************************
************************************************
************************************************
***********
************************************************
************************************************
************************************************
************************
**********************
****************** *****
***************
*********
***** ******
***** ******
******
************************************************
************************************************
*******************************
************************************************
*************************************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
**********************
****************** *****
***************
*********
***** ******
***** ******
**********************
****************** *****
*********
***** ******
***** ******
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
Confidential Materials omitted and filed separately
with the Securities and Exchange Commission.
Asterisks denote such omissions.
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
***************************************************************************
5. The terms of this Amendment shall supersede any inconsistent terms
contained in the Agreement.
6. Defined terms used and not defined herein shall have the meanings
assigned to them in the Agreement.
7. This Amendment shall not be interpreted or construed as waiving any
rights, obligations, remedies or claims the parties may otherwise have under
the Agreement.
8. Except as expressly modified herein, all terms and conditions of the
Agreement shall remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this Amendment in duplicate as of
the date first written above. All signed copies of this Amendment shall be
deemed originals.
ACCEPTED AND AGREED TO:
MICROSOFT CORPORATION STREAM INTERNATIONAL INC.
/s/ Xxxxx Xxxxxxxx /s/ X. X. Xxxxxxx
------------------------------- ---------------------------------
By (signature)
Xxxxx Xxxxxxxx Xxxxxx X. Xxxxxxx
------------------------------- ---------------------------------
Name (print)
General Manager, MTS President
------------------------------- ---------------------------------
Title Title
December 20, 1996
------------------------------- ---------------------------------
Date Date
MICROSOFT
Amendment No. 2
December 19, 1996
Stream International, Inc.
000 Xxxxxxxx Xxxx
Xxxxxxxxx, XX 00000-0000
Attention: Xx. Xxxxxx Xxxxxxx, President
Subject: Microsoft Corporation Product Support Service Vendor Agreement between
Microsoft Corporation and Stream International, Inc., effective December 14,
1995 (the "Agreement").
Dear Xx. Xxxxxxx:
This letter is intended to serve as a letter amendment to Section 6(a) of the
Agreement. The period of time in which Stream is to provide services under the
Agreement shall be extended through February 28, 1997.
Sincerely,
MISCROSOFT CORPORATION
By: /s/Xxxxx Xxxxxxxx
--------------------------------
Xxxxx Xxxxxxxx
General Manager, Microsoft Technical Support
Date: December 19, 1996
AGREED TO BY STREAM INTERNATIONAL, INC. BY SIGNATURE OF ITS DULY AUTHORIZED
---------------------------------------------------------------------------
REPRESENTATIVE BELOW:
--------------------
STREAM INTERNATIONAL, INC.
By: /s/X. X. Xxxxxxx
--------------------------------
Xxxxxx Xxxxxxx
President
Date January 2, 1997
-------------------------------
Please remit to:
Xxxxx Xxxxxxx, Microsoftsoft Corporation, Xxx Xxxxxxxxx Xxx,
Xxxxxxx, XX 00000-0000
Stream International Inc.
February 28, 1997
Xx. Xxxxx Xxxxxxxx
General Manager, End User Support
The Microsoft Network
Microsoft Corporation
Xxx Xxxxxxxxx Xxx
Xxxxxxx, XX 00000-0000
Dear Xxxxx:
The purpose of this letter is to confirm the extension of the product Support
Services Vendor Agreement ("Agreement") through September 1, 1997. Microsoft
plans to extend the Agreement through December 31, 1997 upon completion of the
Amendment which realigns some of the Service Delivery terms, which though not
material, are necessary to reflect our current operating environment.
Sincerely,
/s/ Xxxxxx X. Xxxxxxx
Xxxxxx X. Xxxxxxx
President & Chief Operating Officer
Outsource Technical Support
JGS/dlr
AGREED TO:
MICROSOFT CORPORATION
By: /s/ Xxxxx Xxxxxxxx
--------------------------
Title: General Manager
-----------------------
Date: March 3, 1997
------------------------
