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-----BEGIN PRIVACY-ENHANCED MESSAGE----- Proc-Type: 2001,MIC-CLEAR Originator-Name: webmaster@www.sec.gov Originator-Key-Asymmetric: MFgwCgYEVQgBAQICAf8DSgAwRwJAW2sNKK9AVtBzYZmr6aGjlWyK3XmZv3dTINen TWSM7vrzLADbmYQaionwg5sDW3P6oaM5D3tdezXMm7z1T+B+twIDAQAB MIC-Info: RSA-MD5,RSA, NCN/W6OxeACWTUOOHoQNJe0gfwUWwhQ1ui2Uv0fWZmbkykbSaVeX8Y6PLh4i7q9K qLLxw238vdU1b8inxElahQ== 0000912057-00-018459.txt : 20000419 0000912057-00-018459.hdr.sgml : 20000419 ACCESSION NUMBER: 0000912057-00-018459 CONFORMED SUBMISSION TYPE: 10-Q PUBLIC DOCUMENT COUNT: 12 CONFORMED PERIOD OF REPORT: 20000303 FILED AS OF DATE: 20000418 FILER: COMPANY DATA: COMPANY CONFORMED NAME: ADOBE SYSTEMS INC CENTRAL INDEX KEY: 0000796343 STANDARD INDUSTRIAL CLASSIFICATION: SERVICES-PREPACKAGED SOFTWARE [7372] IRS NUMBER: 770019522 STATE OF INCORPORATION: DE FISCAL YEAR END: 1130 FILING VALUES: FORM TYPE: 10-Q SEC ACT: SEC FILE NUMBER: 000-15175 FILM NUMBER: 603559 BUSINESS ADDRESS: STREET 1: 345 PARK AVE CITY: SAN JOSE STATE: CA ZIP: 95110-2704 BUSINESS PHONE: 4159614400 MAIL ADDRESS: STREET 1: 345 PARK AVENUE CITY: SAN JOSE STATE: CA ZIP: 95110-2704 10-Q 1 FORM 10-Q Prepared by MERRILL CORPORATION www.edgaradvantage.com QuickLinks -- Click here to rapidly navigate through this document

UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549

FORM 10-Q

(Mark One)
/x/		QUARTERLY REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934
For the quarterly period ended March 3, 2000
OR
/ /		TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934
For the transition period from to

Commission file Number: 0-15175

ADOBE SYSTEMS INCORPORATED
(Exact name of registrant as specified in its charter)

Delaware (State or other jurisdiction of incorporation or organization)		77-0019522 (I.R.S. Employer Identification No.)
345 Park Avenue, San Jose, California (Address of principal executive offices)		95110-2704 (Zip Code)

Registrant's telephone number, including area code: (408) 536-6000

Indicate by check mark whether the registrant (1) has filed all reports required to be filed by Section 13 or 15(d) of the Securities Exchange Act of 1934 during the preceding 12 months (or for such shorter period that the registrant was required to file such reports), and (2) has been subject to such filing requirements for the past 90 days. YES /x/ NO / /

Indicate the number of shares outstanding of each of the issuer's classes of common stock, as of the latest practicable date:

Class		Shares Outstanding March 31, 2000
Common stock, $0.0001 par value		119,730,220

TABLE OF CONTENTS

		Page No.
PART I—FINANCIAL INFORMATION
Item 1.	Condensed Consolidated Financial Statements:
	Condensed Consolidated Statements of Income Quarter Ended March 3, 2000 and March 5, 1999	3
	Condensed Consolidated Balance Sheets March 3, 2000 and December 3, 1999	4
	Condensed Consolidated Statements of Cash Flows Quarter Ended March 3, 2000 and March 5, 1999	5
	Notes to Condensed Consolidated Financial Statements	6
Item 2.	Management's Discussion and Analysis of Financial Condition and Results of Operations	12
Item 3.	Quantitative and Qualitative Disclosures About Market Risk	22
PART II—OTHER INFORMATION
Item 1.	Legal Proceedings	23
Item 6.	Exhibits and Reports on Form 8-K	23
Signature		26
Summary of Trademarks		27
EXHIBITS
Exhibit 27 Financial Data Schedule

PART I—FINANCIAL INFORMATION

ITEM 1. CONDENSED CONSOLIDATED FINANCIAL STATEMENTS

ADOBE SYSTEMS INCORPORATED

CONDENSED CONSOLIDATED STATEMENTS OF INCOME

(In thousands, except per share data)

(Unaudited)

	Quarter Ended
	March 3 2000			March 5 1999
Revenue	$	282,232		$	226,902
Direct Costs		20,722			22,499

Gross Margin		261,510			204,403

Operating expenses:
Research and development		57,458			44,877
Sales and marketing		87,760			78,480
General and administrative		26,757			25,403
Restructuring and other charges		(672	)		—
Amortization of goodwill and purchased intangibles		1,203			1,190

Total operating expenses		172,506			149,950

Operating income		89,004			54,453

Nonoperating income:
Investment gain (loss)		4,676			(20	)
Interest and other income		5,651			5,886

Total nonoperating income		10,327			5,866

Income before income taxes		99,331			60,319
Provision for income taxes		34,766			22,043

Net income	$	64,565		$	38,276

Basic net income per share	$	0.54		$	0.31

Shares used in computing basic net income per share		118,628			121,946

Diluted net income per share	$	0.51		$	0.30

Shares used in computing diluted net income per share		126,489			126,768

See accompanying Notes to Condensed Consolidated Financial Statements.

ADOBE SYSTEMS INCORPORATED

CONDENSED CONSOLIDATED BALANCE SHEETS

(In thousands, except per share data)

(Unaudited)

	March 3 2000			December 3 1999
ASSETS
Current assets:
Cash and cash equivalents	$	160,387		$	171,145
Short-term investments		481,320			327,571
Receivables, net of allowances of $6,269 and $5,170, respectively		145,906			78,766
Deferred income taxes		37,706			36,185
Other current assets		14,279			9,348

Total current assets		839,598			623,015
Property and equipment		61,411			69,138
Other assets		110,296			111,706
Deferred income taxes		5,769			—

	$	1,017,074		$	803,859

LIABILITIES AND STOCKHOLDERS' EQUITY
Current liabilities:
Trade and other payables	$	38,730		$	35,692
Accrued expenses		165,577			150,902
Accrued restructuring charges		1,464			8,675
Income taxes payable		80,646			56,684
Deferred revenue		18,711			15,676
Deferred income taxes		38,086			—

Total current liabilities		343,214			267,629

Deferred income taxes		37,255			24,021

Stockholders' equity:
Common stock, $0.0001 par value and additional paid-in-capital		388,899			369,057
Retained earnings		958,296			896,239
Accumulated other comprehensive income		118,612			40,332
Treasury stock, net of reissuances (28,961 and 29,343 shares in 2000 and 1999, respectively)		(829,202	)		(793,419	)

Total stockholders' equity		636,605			512,209

	$	1,017,074		$	803,859

See accompanying Notes to Condensed Consolidated Financial Statements.

ADOBE SYSTEMS INCORPORATED

CONDENSED CONSOLIDATED STATEMENTS OF CASH FLOWS

(In thousands)

(Unaudited)

	Quarter Ended
	March 3 2000			March 5 1999
Cash flows from operating activities:
Net income	$	64,565		$	38,276
Adjustments to reconcile net income to net cash provided by operating activities:
Stock compensation expense		2,941			264
Depreciation and amortization		10,923			12,393
Deferred income taxes		(5,420	)		1,751
Provision for losses on accounts receivable		1,450			(1,216	)
Tax benefit from employee stock plans		19,945			7,533
Gain of Adobe Incentive Partners		(6,880	)		(10	)
Gain on sale of building		(1,052	)
Noncash restructuring charges		(672	)		—
Changes in operating assets and liabilities:
Receivables		(68,590	)		10,354
Other current assets		(4,931	)		(1,382	)
Trade and other payables		3,038			(18,756	)
Accrued expenses		12,922			(336	)
Accrued restructuring charges		(6,539	)		(1,892	)
Income taxes payable		23,962			(16,887	)
Deferred revenue		3,035			6,637

Net cash provided by operating activities		48,697			36,729

Cash flows from investing activities:
Purchases of short-term investments		(346,216	)		(121,067	)
Maturities and sales of short-term investments		341,460			140,730
Purchases of property and equipment		(3,964	)		(7,520	)
Acquisitions, net of cash acquired		—			(31,000	)
Additions to other assets		(13,464	)		(12,494	)
Proceeds from sale of building		5,420			—

Net cash used for investing activities		(16,764	)		(31,351	)

Cash flows from financing activities:
Proceeds from sale of put warrants	$	—		$	978
Purchase of treasury stock		(67,366	)		(69,864	)
Proceeds from reissuance of treasury stock		28,540			35,624
Payment of dividends		(2,978	)		(3,057	)

Net cash used for financing activities		(41,804	)		(36,319	)

Effect of foreign currency exchange rates on cash and cash equivalents		(887	)		(444	)

Net decrease in cash and cash equivalents		(10,758	)		(31,385	)

Cash and cash equivalents at beginning of period		171,145			110,871

Cash and cash equivalents at end of period	$	160,387		$	79,486

Supplemental disclosures:
Cash paid during the period for income taxes	$	1,742		$	28,394

Noncash investing and financing activities:
Cash dividends declared but not paid	$	2,982		$	3,020

Unrealized gains on available-for-sale securities, net of taxes	$	79,167		$	19,153

See accompanying Notes to Condensed Consolidated Financial Statements.

ADOBE SYSTEMS INCORPORATED

NOTES TO CONDENSED CONSOLIDATED FINANCIAL STATEMENTS

(In thousands, except per share data)

NOTE 1. SIGNIFICANT ACCOUNTING POLICIES

Basis of presentation

The accompanying unaudited condensed consolidated financial statements reflect all normal recurring adjustments which are, in the opinion of management, necessary to present a fair statement of the condensed consolidated financial position at March 3, 2000, and the condensed consolidated statements of income and cash flows for the three-month periods ended March 3, 2000 and March 5, 1999.

The accompanying unaudited condensed consolidated financial statements have been prepared in accordance with the instructions for Form 10-Q and, therefore, do not include all information and footnotes necessary for a complete presentation of the results of operations, the financial position, and cash flows, in conformity with generally accepted accounting principles. Adobe Systems Incorporated ("Adobe" or the "Company") filed audited consolidated financial statements which included all information and footnotes necessary for such a presentation of the results of operations, financial position and cash flows for the years ended December 3, 1999, November 27, 1998, and November 28, 1997, in the Company's 1999 Annual Report on Form 10-K.

The results of operations for the interim period ended March 3, 2000, are not necessarily indicative of the results to be expected for the full year.

Revenue Recognition

In fiscal 2000, the Company adopted Statement of Position No. 98-9 ("SOP 98-9"), "Modifications of SOP 97-2, Software Revenue Recognition, With Respect to Certain Transactions." The adoption of SOP 98-9 does not have a significant impact on the Company.

Application products revenue is recognized upon shipment, provided collection is determined to be probable and no significant obligations remain. The Company provides to application products customers free telephone support, for which the expense is accrued, up to a maximum of 90 days beginning upon the customer's first call. The cost of telephone support is amortized as the obligation is fulfilled. Revenue from distributors is subject to agreements allowing limited rights of return, rebates, and price protection. The Company provides for estimated future returns, price protection when given, and rebates at the time the related revenue is recorded.

Licensing revenue, primarily royalties, is recorded when OEM customers ship products incorporating Adobe software, provided collection of such revenue is probable. The Company has no remaining obligation in relation to such licensing revenue.

Deferred revenue includes customer advances under OEM licensing agreements. Maintenance revenue for application products is deferred and recognized ratably over the term of the contract, generally twelve months. In cases where the Company provides a free upgrade to an existing product, the Company defers revenue until the future obligation is fulfilled.

Recent accounting pronouncements

In June 1998, the Financial Accounting Standards Board (the "FASB") issued Statement of Financial Accounting Standards No. 133 ("SFAS 133"), "Accounting for Derivative Instruments and Hedging Activities." SFAS 133 establishes accounting and reporting standards for derivative financial instruments and hedging activities and requires the Company to recognize all derivatives as either assets or liabilities on

the balance sheet and measure them at fair value. Gains and losses resulting from changes in fair value would be accounted for depending on the use of the derivative and whether it is designated and qualifies for hedge accounting. In June 1999, the FASB issued SFAS 137, which defers the implementation of SFAS 133. The Company will be required to implement SFAS 133 in its fiscal year 2001. The Company has not determined the impact that SFAS 133 will have on its financial statements and believes that such determination will not be meaningful until closer to the date of initial adoption.

Reclassifications

Certain reclassifications have been made to the fiscal 1999 consolidated income statements and consolidated statements of cash flows to conform to the fiscal 2000 presentation. These reclassifications did not impact total operating profit or total cash flows in fiscal 1999.

NOTE 2. OTHER ASSETS

Other assets consisted of the following:

	March 3 2000		December 3 1999
Equity investments	$	79,162	$	75,793
Purchased technology and licensing agreements		17,555		17,505
Intangibles and other assets		37,704		53,387

		134,421		146,685
Less accumulated amortization		24,125		34,979

	$	110,296	$	111,706

NOTE 3. ACCRUED EXPENSES

Accrued expenses consisted of the following:

	March 3 2000		December 3 1999
Accrued compensation and benefits	$	69,507	$	65,957
Sales and marketing allowances		8,295		9,990
Minority interest		19,959		17,737
Other		67,816		57,218

	$	165,577	$	150,902

NOTE 4. RESTRUCTURING AND OTHER CHARGES

During fiscal 1999 and 1998, the Company implemented three different Board-approved restructuring programs. These unique restructuring programs were directly focused on improving the Company's competitive position as well as enhancing the Company's allocation of resources. For a detailed discussion of the restructuring programs, the reader can refer to the Company's 1999 Annual Report on Form 10-K.

As of March 3, 2000, $1.5 million remains accrued related to the fiscal 1999 restructuring programs, and no liability remains related to the restructuring program implemented in fiscal 1998.

The following table depicts the restructuring and other activity through March 3, 2000:

	Accrued Balance at December 3 1999		Cash Payments			Adjustments			Accrued Balance at March 3 2000
Severance and related charges	$	7,160	$	(5,545	)	$	(420	)	$	1,195
Lease termination costs		538		(303	)		(9	)		226
Other charges		205		(162	)		—			43

		7,903		(6,010	)		(429	)		1,464
Accrual related to fiscal 1998 restructuring		772		(529	)		(243	)		—

	$	8,675	$	(6,539	)	$	(672	)	$	1,464

During the first quarter of fiscal 2000, the Company revised its estimates of the total costs associated with the restructuring programs resulting in an adjustment of approximately $0.7 million. The adjustment primarily reflects lower than estimated severance and related charges attributable to employees whose positions were eliminated as a result of the restructurings but who were able to find alternative employment within the Company. The remaining adjustment was due to lower than expected charges related to vacating leased facilities.

The remaining severance and related charges consists primarily of COBRA benefits and outplacement costs. The accrual balance of $1.2 million as of March 3, 2000 is expected to be paid during the second quarter of fiscal 2000.

Lease termination costs primarily represent remaining lease liabilities related to the Santa Clara distribution center and excess office space in Australia that were vacated as part of the restructuring program. As of March 3, 2000, $0.2 million of lease termination costs, net of anticipated sublease income, remains accrued and is expected to be utilized by the second quarter of fiscal 2000.

Other charges relate to legal and accounting fees incurred in North America, Australia, and Scotland associated with employee terminations as part of the reduction in force. The remaining $0.3 million accrual as of March 3, 2000 is expected to be paid during the second quarter of fiscal 2000.

NOTE 5. STOCKHOLDERS' EQUITY

Stock Repurchase Program

In April 1999, the Company's Board of Directors authorized, subject to certain business and market conditions, the purchase of up to an additional 5.0 million shares of the Company's common stock over a two-year period. This new stock repurchase program was in addition to an existing program whereby the Company has been authorized to repurchase shares to offset issuances under employee stock option and stock purchase plans. No purchases have been made under the 5.0 million share repurchase program.

Under the Company's existing plan to repurchase shares to offset issuances under employee stock plans, the Company repurchased approximately 1.2 million shares at a cost of $67.4 million in the first quarter of fiscal 2000.

In fiscal 1999, the Company repurchased 11.2 million shares at a cost of $448.7 million under its existing plan to repurchase shares to offset issuances under employee stock plans. In addition, 1.7 million shares were repurchased at a cost of $30.5 million under another share repurchase program, in which the Company's Board of Directors authorized the repurchase of up to 30.0 million shares. This share repurchase program was completed during the first quarter of fiscal 1999.

Put warrants and call options

To facilitate the Company's stock repurchase programs, the Company sold put warrants to independent third parties. Each warrant entitles the holder to sell one share of Adobe's common stock to the Company at a specified price. On March 3, 2000, put warrants to sell approximately 2.5 million shares of the Company's common stock were outstanding that expire on various dates through July 2000 with an average exercise price of $60.30 per share. Under these put warrant arrangements, the Company, at its option, can settle with physical delivery or net shares equal to the difference between the exercise price and market value at the date of exercise; therefore the put warrants do not result in a liability on the balance sheet.

In addition, the Company purchased call options from independent third parties that entitle the Company to buy its common stock on certain dates at specified prices. On March 3, 2000, call options to purchase approximately 1.6 million shares of the Company's common stock were outstanding that expire on various dates through July 2000 with an average exercise price of $65.58 per share.

NOTE 6. COMPREHENSIVE INCOME

The following table sets forth the components of comprehensive income, net of income tax expense:

	Quarter Ended
	March 3 2000			March 5 1999
Net income	$	64,565		$	38,276
Change in unrealized gains on investments:
Unrealized gains arising during the period		79,135			19,405
Reclassification adjustment for losses (gains) in net income		32			(252	)

Net change in unrealized gains, net of taxes		79,167			19,153
Change in cumulative translation adjustment		(887	)		(444	)

Total comprehensive income, net of taxes	$	142,845		$	56,985

NOTE 7. NET INCOME PER SHARE

Basic net income per share is computed using the weighted average number of common shares outstanding for the period, excluding unvested restricted stock. Diluted net income per share is based upon the weighted average common shares outstanding for the period plus dilutive common equivalent shares,

including unvested restricted common stock, stock options using the treasury stock method, and put warrants using the reverse treasury stock method.

	Quarter Ended
	March 3 2000		March 5 1999
	(in thousands except per share data)
Net income	$	64,565	$	38,276

Shares used to compute basic net income per share (weighted average shares outstanding during the period, excluding unvested restricted stock)		118,628		121,946
Dilutive common equivalent shares:
Unvested restricted stock		404		12
Stock options		7,457		4,810

Shares used to compute diluted net income per share		126,489		126,768

Basic net income per share	$	.54	$	0.31

Diluted net income per share	$	.51	$	0.30

NOTE 8. INDUSTRY SEGMENT AND GEOGRAPHIC INFORMATION

The Company has four reportable segments that offer different product lines. These segments are Web Publishing, Print Publishing, ePaper Solutions, and OEM PostScript and Other. The Web Publishing segment provides software to create Web sites with graphics, images, videos, and animation. The Print Publishing segment provides software for professional page layout, illustration, business publishing, and printing. The ePaper Solutions segment allows users to convert information to Adobe Portable Document Format ("PDF") with the original appearance preserved and allows for the distribution of documents via the Web, intranets, e-mail, or CD-ROM for viewing and printing on any system. The OEM PostScript and Other segment includes printing technology to create and print simple or visually rich documents with precision. This segment also includes revenue from businesses that were divested in fiscal years prior to 1999.

The accounting policies of the operating segments are the same as those described in the summary of significant accounting policies. The Company evaluates performance based on the contribution margin for

each segment. The Company does not identify or allocate its assets by operating segments. As such, segment asset information is not disclosed.

	Web Publishing			Print Publishing			ePaper Solutions			OEM PostScript and Other			Total
Quarter ended March 3, 2000
Revenue	$	113,935		$	93,457		$	43,422		$	31,418		$	282,232
Direct costs		8,193			6,853			3,339			2,337			20,722

Gross profit		105,742			86,604			40,083			29,081			261,510
Direct operating expenses		18,144			17,013			8,865			7,952			51,974

Contribution margin	$	87,598		$	69,591		$	31,218		$	21,129		$	209,536

		77	%		75	%		72	%		67	%		74	%
Quarter ended March 5, 1999
Revenue	$	83,660		$	89,026		$	16,474		$	37,742		$	226,902
Direct costs		6,523			9,356			1,580			5,040			22,499

Gross profit		77,137			79,670			14,894			32,702			204,403
Direct operating expenses		11,231			13,855			6,620			11,601			43,307

Contribution margin	$	65,906		$	65,815		$	8,274		$	21,101		$	161,096

		79	%		74	%		50	%		56	%		71	%

*: Direct operating expenses include research and development and product marketing expenses.

A reconciliation of the totals reported for the operating segments to the applicable line items in the consolidated financial statements for the quarters ended March 3, 2000 and March 5, 1999 is as follows:

	Quarter Ended
	March 3, 2000			March 5, 1999
Total contribution margin from operating segment above	$	209,536		$	161,096
Indirect operating expenses		120,001			105,453
Restructuring and other		(672	)		—
Amortization of goodwill and other intangibles		1,203			1,190

Total operating income		89,004			54,453
Other income		10,327			5,866

Income before taxes	$	99,331		$	60,319

*: Indirect operating expenses include expenses that are not directly attributable to a segment, such as general and administrative, corporate and field marketing, sales and support, and order fulfillment expenses.

ITEM 2. MANAGEMENT'S DISCUSSION AND ANALYSIS OF FINANCIAL CONDITION AND RESULTS OF OPERATIONS

The following discussion (presented in millions, except per share amounts) should be read in conjunction with the consolidated financial statements and notes thereto.

In addition to historical information, this Quarterly Report on Form 10-Q contains forward-looking statements that involve risks and uncertainties that could cause actual results to differ materially. Factors that might cause or contribute to such differences include, but are not limited to, those discussed in the section entitled "Management's Discussion and Analysis of Financial Condition and Results of Operations—Factors That May Affect Future Results of Operations." You should carefully review the risks described in other documents we file from time to time with the Securities and Exchange Commission, including future Quarterly Reports on Form 10-Q to be filed in 2000. When used in this report, the words "expects," "anticipates," "intends," "plans," "believes," "seeks," "estimates," and similar expressions are generally intended to identify forward-looking statements. You should not place undue reliance on these forward-looking statements, which speak only as of the date of this Quarterly Report on Form 10-Q. We undertake no obligation to publicly release any revisions to the forward-looking statements or reflect events or circumstances after the date of this document.

RESULTS OF OPERATIONS

Overview

Founded in 1982, Adobe Systems Incorporated ("Adobe") is a provider of graphic design, publishing, and imaging software for Web and print production. We offer a market-leading line of application software products, type products, and content for creating, distributing, and managing information of all types. We license our technology to major hardware manufacturers, software developers, and service providers, and we offer integrated software solutions to businesses of all sizes. We distribute our products through a network of distributors and dealers, value-added resellers ("VARs"), systems integrators, and original equipment manufacturer ("OEM") customers; direct to end users through Adobe call centers; and through our own Web site at www.adobe.com. We have operations in the Americas, EMEA (Europe, Middle East, and Africa), and Asia.

The following table sets forth for the quarters ended March 3, 2000 and March 5, 1999, our condensed consolidated statements of income expressed as a percentage of total revenue:

	Quarter Ended
	March 3 2000		March 5 1999
Revenue	100.0	%	100.0	%
Direct costs	7.3		9.9

Gross margin	92.7		90.1

Operating expenses:
Research and development	20.4		19.8
Sales and marketing	31.1		34.6
General and administrative	9.5		11.2
Restructuring and other	(0.2	)	—
Amortization of goodwill and purchased intangibles	0.4		0.5

Total operating expenses	61.2		66.1

Operating income	31.5		24.0

Nonoperating income, net:
Investment gain	1.7		—
Interest and other income	2.0		2.6

Total nonoperating income	3.7		2.6

Income before income taxes	35.2		26.6
Provision for income taxes	12.3		9.7

Net income	22.9	%	16.9	%

Revenue

	2000		1999		Change
	(Dollars in millions)
First quarter:
Revenue	$	282.2	$	226.9	24.4	%

Our revenue is categorized into four operating segments: Web Publishing, Print Publishing, ePaper Solutions, and OEM PostScript and Other. The Web Publishing, Print Publishing, and ePaper Solutions segments include application products revenue that is derived predominantly from shipments of application software programs marketed through retail, VAR, and OEM distribution channels, as well as direct through our Web site and call centers. The OEM PostScript and Other segment includes licensing revenue, which is made up of royalties received from OEM customers who ship products containing Adobe PostScript technology, and includes other miscellaneous revenue.

Total revenue increased $55.3 million, or 24.4%, compared to the first quarter of fiscal 1999 due to increased licensing of our products in the ePaper Solutions, Web Publishing, and Print Publishing segments. The ePaper Solutions segment contributed significantly to the revenue growth as revenue more than doubled compared to the same period last year, increasing from $16.5 million in the first quarter of fiscal 1999 to $43.4 million in the first quarter of fiscal 2000. The growth was primarily due to increased licensing of Adobe Acrobat 4.0, which was fueled by the growth of the Web and the penetration of Acrobat and its related technologies into major industry sectors and various government agencies.

Revenue from our Web Publishing segment grew approximately 36% from $83.7 million in the first quarter of fiscal 1999 to $113.9 million in the first quarter of fiscal 2000. Revenue from this segment

increased primarily due to the continued strength of Adobe Photoshop 5.5. This segment also benefited from the release of new products later in fiscal 1999, such as our Dynamic Media Collection, Web Collection, and GoLive products, as well as continued growth from After Effects 4.1. The increase in revenue from this segment was partially offset by a decline in revenue from Adobe PhotoDeluxe and PageMill.

Additional revenue growth was achieved through our Print Publishing segment, which increased 5% compared to the first quarter of fiscal 1999, from $89.0 million to $93.5 million. The increase in revenue from this segment was primarily due to the introduction of InDesign and the Design Collection products in the second half of fiscal 1999. This increase was partially offset by a decline in revenue from our Adobe Publishing Collection product, which, in the first quarter of fiscal 1999, generated significant revenue after its initial release in North America, Japan, and the Asia Pacific countries. In addition, the increase in revenue was partially offset by a decline in revenue from FrameMaker, Illustrator, and PageMaker as each of these products are later in their current product cycle.

The growth in revenue in the above operating segments was partially offset by a decline in revenue from the OEM PostScript and Other segment of $6.3 million, or 17%. We expect our OEM PostScript license business to continue to be relatively flat or decline for the remainder of the year relative to the first quarter of fiscal 2000.

We categorize our geographic information into three major market regions: the Americas; Europe, Middle East and Africa (EMEA); and Asia. In the first quarter of fiscal 2000, revenue generated in the Americas, EMEA, and Asia represented 54%, 29%, and 17% of total revenue, respectively, compared to 53%, 28%, and 19%, respectively, in the first quarter of fiscal 1999.

Total application platform mix (excluding platform independent and UNIX revenues) for the first quarter of fiscal 2000 was split 60% on Windows and 40% on Macintosh as compared to 57% and 43%, respectively, for the first quarter of fiscal 1999.

Direct costs

	2000			1999			Change
	(Dollars in millions)
First quarter:
Direct costs	$	20.7		$	22.5		(7.9	)%
Percentage of total revenue		7.3	%		9.9	%
Gross margin		92.7	%		90.1	%

Direct costs decreased in absolute dollars in the first quarter of fiscal 2000 compared to the same period last year due to product mix, lower royalty costs, and reductions in material costs as a result of our ongoing cost improvement program. We anticipate that gross margin throughout fiscal 2000 will be between 91% and 92% of revenue.

Operating expenses

	2000			1999			Change
	(Dollars in millions)
First quarter:
Research and development	$	57.5		$	44.9		28.0	%
Percentage of total revenue		20.4	%		19.8	%

Research and development expenses increased $12.6 million, or 28.0%, in the first quarter of fiscal 2000 compared to the same period last year, primarily due to higher incentive compensation expenses. The increase was also attributable to increased salaries related to headcount growth and increased outside labor costs to support our increased product development efforts.

We will continue to make significant investments in the development of our application software products, including those targeted for the growing Internet market. We expect that research and development expenditures for the remainder of fiscal 2000 will increase in absolute dollars. We have targeted such expenditures to be approximately 20% of revenue for the remainder of fiscal 2000.

	2000			1999			Change
	(Dollars in millions)
First quarter:
Sales and marketing	$	87.8		$	78.5		11.8	%
Percentage of total revenue		31.1	%		34.6	%

Sales and marketing expenses increased $9.3 million, or 11.8%, in the first quarter of fiscal 2000 compared to the same period last year, primarily due to higher incentive compensation expenses. In addition, sales and marketing expenses were higher as a result of direct marketing and advertising campaigns focused on increasing our presence in the Web professional publishing market. Partially offsetting the increase in sales and marketing was a decline in salaries from lower headcount as a result of the restructuring programs implemented in fiscal 1999. As a percentage of revenue, sales and marketing expenses decreased primarily due to a higher revenue base. We have targeted sales and marketing expenses to be between 32% and 33% of revenue for the remainder of fiscal 2000.

	2000			1999			Change
	(Dollars in millions)
First quarter:
General and administrative	$	26.8		$	25.4		5.3	%
Percentage of total revenue		9.5	%		11.2	%

General and administrative expenses increased $1.4 million, or 5.3%, in fiscal 2000 compared to the same period last year, primarily due to increased bad debt expense associated with certain customers whose accounts were deemed potentially uncollectible. As a percentage of revenue, general and administrative expenses decreased in the first quarter of fiscal 2000 compared to the first quarter of fiscal 1999. This decrease was primarily attributable to cost saving measures as a result of the fiscal 1999 and 1998 restructuring programs and a higher revenue base.

We expect that general and administrative spending will increase in absolute dollars for the remainder of fiscal 2000 to support ongoing administrative infrastructure needs. However, as a percentage of revenue such expenditures are targeted to be approximately 9% of revenue.

	2000			1999	Change
	(Dollars in millions)
First quarter:
Restructuring and other	$	(0.7	)	—	NA
Percentage of total revenue		(0.2	)%	—

During the first quarter of fiscal 2000, we revised our estimates of the total costs associated with the fiscal 1999 and 1998 restructuring programs, resulting in an adjustment of approximately $0.7 million. The adjustment primarily reflects lower than estimated severance and related charges attributable to employees whose positions were eliminated as a result of the restructurings but who were able to find alternative employment within Adobe. The remaining adjustment was due to lower than expected charges related to vacating leased facilities.

For a detailed discussion of the three restructuring programs we implemented in fiscal 1999 and 1998, please refer to our 1999 Annual Report on Form 10-K.

	2000			1999			Change
	(Dollars in millions)
First quarter:
Amortization of goodwill and purchased intangibles	$	1.2		$	1.2		1.1	%
Percentage of total revenue		0.4	%		0.5	%

Amortization of goodwill in the first quarter of fiscal 2000 and fiscal 1999 primarily relates to the acquisition of substantially all of the assets of GoLive Systems, Inc. and a related partnership (together "GoLive Systems") in January 1999.

Nonoperating income

	2000			1999		Change
	(Dollars in millions)
First quarter:
Investment gain	$	4.7		$	—	NA
Percentage of total revenue		1.7	%		—

During the first quarter of fiscal 2000, we recorded net investment gains from mark-to-market adjustments totaling $4.7 million primarily related to investments in Virage, Inc., Impresse Corporation, Digimarc Corporation, and HAHT Software, Inc. We are uncertain of future investment gains and losses, as they are primarily dependent upon the operations of the underlying investee companies.

	2000			1999			Change
	(Dollars in millions)
First quarter:
Interest and other income	$	5.7		$	5.9		(4.0	)%
Percentage of total revenue		2.0	%		2.6	%

Interest and other income decreased in the first quarter of fiscal 2000 compared to the same quarter in fiscal 1999 due to lower average cash balances throughout the quarter. In addition, a majority of our fixed income investments are made in tax-exempt securities, resulting in lower pre-tax interest income. The decrease in fiscal 2000 in interest and other income was mainly offset by gains resulting from the sale of some corporate assets.

Provision for income taxes

	2000			1999			Change
	(Dollars in millions)
First quarter:
Provision for income taxes	$	34.8		$	22.0		57.7	%
Percentage of total revenue		12.3	%		9.7	%
Effective tax rate		35.0	%		36.5	%

Our effective tax rate decreased in the first quarter of fiscal 2000 compared to fiscal 1999 due to tax benefits associated with a restructuring of our international operations. We expect our effective tax rate for the remainder of fiscal 2000 to be approximately 35%.

Factors That May Affect Future Results of Operations

We believe that in the future our results of operations could be affected by various factors, including:

•: delays in shipment of our new products and major new versions of existing products

•: lack of market acceptance of new products and upgrades
•: introduction of new products by major competitors
•: weakness in demand for application software and printers
•: renegotiation of royalty arrangements
•: lack of growth in worldwide personal computer and printer sales, and downward sales price adjustments
•: consolidation in the OEM printer business
•: ongoing weakness in our printing business due to product transitions
•: industry transitions to new business and information delivery models
•: adverse changes in general economic conditions in any of the countries in which we do business
•: market risks associated with our equity investments (as discussed later under "Quantitative and Qualitative Disclosures about Market Risk")

We have stated that for the first two quarters of fiscal 2000 our annual revenue growth target is 20% over fiscal 1999 revenue and that our gross margin and operating profit margin targets are between 91% and 92% and 30%, respectively. For the second half of fiscal 2000 beginning June 3, 2000, we have stated that our annual revenue growth target is 25% over fiscal 1999 revenue and that our operating profit margin target is 30%. Additionally, in fiscal 2000, our operating model targets for research and development, sales and marketing, and general and administrative expenses are 20%, between 32% and 33%, and 9% of revenue, respectively, and our effective tax rate target is approximately 35%. We use these targets to assist us in making decisions about our allocation of resources and investments, not as predictions of future results. The targets reflect a number of assumptions, including assumptions about:

•: product pricing and demand
•: manufacturing costs and volumes
•: the mix of application products and licensing revenue, full and upgrade products, distribution channels, and geographic distribution

These and many other factors described in this report affect our financial performance and may cause our future results, including results for the current quarter, to vary materially from these targets.

Our ability to develop and market products, including upgrades of current products that successfully adapt to changing customer needs, may also have an impact on our results of operations. Our ability to extend our core technologies into new applications and to anticipate or respond to technological changes could affect our ability to develop these products. A portion of our future revenue will come from these new applications. Delays in product or upgrade introductions, whether by us or by our OEM customers, could cause a decline in our revenue, earnings, or stock price. We cannot determine the ultimate effect that these new products or upgrades will have on our revenue or results of operations.

The market for our graphics applications, particularly our consumer and Web publishing products, is intensely and increasingly competitive and is significantly affected by product introductions and market activities of industry competitors. Additionally, Microsoft Corporation ("Microsoft") has increased its presence in the digital imaging/graphics market; we believe that, due to Microsoft's market dominance, any new Microsoft digital imaging products will be highly competitive with our products. If competing new products achieve widespread acceptance, our operating results would suffer.

We generally offer our application-based products on Macintosh, Windows, and UNIX platforms, and we generally offer our server-based products on the Linux platform as well as these three platforms. To the

extent that there is a slowdown of customer purchases of personal computers on either the Windows or Macintosh platforms or in general, our business could be harmed.

We distribute our application products primarily through distributors, resellers, and retailers (collectively referred to as "distributors"). A significant amount of our revenue for application products is from a single distributor. We have revised our channel program to reduce the overall number of our distributors worldwide and focus our channel efforts on larger distributors. This revision of the channel program has resulted in an increase in our dependence on a smaller number of distributors selling through a larger amount of our products. Additionally, our goal is to increase our direct distribution of our products to end users through our online store located on our Web site at www.adobe.com. Any such increase in our direct revenue efforts will place us in increased competition with our channel distributors and with newer types of distribution of our products by online, Internet-based resellers of our products. While we anticipate that the restructuring and streamlining of our product distribution channels and the increase in the scope of our direct sales efforts will eventually improve our business by decreasing discounts or rebate programs provided to distributors, decreasing product returns, and shortening inventory cycles, these changes could instead seriously harm our business.

In addition, we continue to expand into third-party distribution channels, including value-added resellers and systems integrators, in our effort to further broaden our customer base. As a result, the financial health of these third parties and our continuing relationships with them are becoming more important to our success. Some of these companies are thinly capitalized and may be unable to withstand changes in business conditions. Our business could be seriously harmed if the financial condition of some of these third parties substantially weakens or if our relationships with them deteriorate. Also, as we seek to further broaden our customer base in the corporate business and consumer markets, we may not successfully adapt our application software distribution channels, which could cause our operating results to suffer. We could experience decreases in average selling prices and some transitions in our distribution channels that could seriously harm our business.

We currently rely on three manufacturers of our products, each located in a different region; one of these has just been added in the first quarter of fiscal 2000. If a manufacturer terminates its relationship with us or if our supply from a manufacturer is interrupted or terminated for any other reason, we may not have enough time to replace the supply of products manufactured by that manufacturer to avoid harm to our business.

Revenue from our OEM PostScript and Other segment experienced a 17% decline in fiscal 2000 compared to the same period in fiscal 1999, primarily as a result of a decline in revenue from the licensing of PostScript technology. We expect this trend to continue and believe that our financial results could be harmed by it. The ongoing weakness in the monochrome laser printer market as a result of the decline in average selling prices of monochrome laser printers and the increasing use of inkjet printers was a factor causing the revenue decline. In addition, the loss of royalty revenue from Hewlett-Packard Company's desktop monochrome laser printer division, which has been incorporating a clone version of Adobe PostScript technology in some printers, has resulted in lower licensing revenue to us over the past three years. Even though we continue to work with HP printer operations to incorporate Adobe PostScript and other technologies into other HP products, we expect continued lower revenue in this segment from HP for the remainder of fiscal 2000. If other significant customers also decide to incorporate a clone version instead of Adobe PostScript technology, it could seriously harm our business. Further, OEM customers on occasion seek to renegotiate their royalty arrangements. We evaluate these requests on a case-by-case basis. If an agreement is not reached, a customer may decide to pursue other options, which could result in lower licensing revenue for us.

From the end of fiscal 1997 through the first quarter of fiscal 1999, we experienced a decline in revenue from the Japanese market due to a weak Japanese computer market and general economic conditions in Japan. Although revenue from our Japanese operation has increased slightly since that time,

these adverse economic conditions may continue in the short term, and they may continue to adversely affect our revenue and earnings. Although there are also adverse conditions in other Asian and Latin American economies, the countries affected represent a much smaller portion of our revenue and thus have less impact on our operational results.

We recently implemented restructurings of our business in the second, third, and fourth quarters of fiscal 1999, resulting in a workforce reduction of 9%. However, we plan to continue to invest in certain areas, which will require us to hire additional employees. Competition for high-quality personnel, especially highly skilled engineers, is extremely intense. Our ability to effectively manage this growth will require us to continue to improve our operational and financial controls and information management systems and to attract, retain, motivate, and manage employees effectively; otherwise our business could be seriously harmed.

The Internet market is rapidly evolving and is characterized by an increasing number of market entrants that have introduced or developed products addressing authoring and communication over the Internet. As is typical in the case of a new and evolving industry, demand and market acceptance for recently introduced products and services are subject to a high level of uncertainty. The software industry addressing authoring and communications over the Internet is young and has few proven products. Standards defining Web graphics have not yet been finally adopted. In addition, new models for licensing software will be needed to accommodate new information delivery practices. Moreover, critical issues concerning the commercial use of the Internet (including security, reliability, ease of use and access, cost, and quality of service) remain unresolved and may affect the growth of Internet use, together with the software standards and electronic media employed in such markets.

We have stated that we intend to increase our investment in eBusiness and enhanced marketing activities in an effort to achieve revenue growth, but we can provide no assurance that increased investment in this new market will result in increased revenue.

We derive a significant portion of our revenue and operating income from our subsidiaries located in Europe, Japan, Asia Pacific, and Latin America. We generally experience lower revenue from our European operations in the third quarter because many customers reduce their purchasing activities in the summer months. Additionally, we are uncertain whether the recent weakness experienced in the Japan, Asia Pacific, and Latin America markets will continue in the foreseeable future due to possible currency devaluation and liquidity problems in these regions. While most of the revenue of our European subsidiaries is denominated in U.S. dollars, the majority of our revenue derived from Japan is denominated in yen, and the majority of all our subsidiaries' operating expenses are denominated in their local currencies. As a result, our operating results are subject to fluctuations in foreign currency exchange rates. To date, the financial impact of such fluctuations has not been significant. Our hedging policy attempts to mitigate some of these risks, based on our best judgment of the appropriate trade-offs among risk, opportunity, and expense. We have established a hedging program to hedge our exposure to foreign currency exchange rate fluctuations, primarily of the Japanese yen. Our hedging program is not comprehensive, and our program may not offset more than a portion of the adverse financial impact resulting from unfavorable movement in foreign currency exchange rates.

In connection with the enforcement of our own intellectual property rights or in connection with disputes relating to the validity or alleged infringement of third-party rights, we have been and may in the future be subject to complex, protracted litigation as part of our policy to vigorously defend our intellectual property rights. Intellectual property litigation is typically very costly and can be disruptive to our business operations by diverting the attention and energies of management and key technical personnel. Although we have successfully defended past litigation, we may not prevail in any ongoing or future litigation. Adverse decisions in such litigation could have negative results, including subjecting us to significant liabilities, requiring us to seek licenses from others, preventing us from manufacturing or licensing certain

of our products, or causing severe disruptions to our operations or the markets in which we compete, any one of which could seriously harm our business.

We prepare our financial statements in conformity with generally accepted accounting principles ("GAAP"). GAAP are subject to interpretation by the American Institute of Certified Public Accountants (the "AICPA"), the Securities and Exchange Commission (the "SEC"), and various bodies formed to interpret and create appropriate accounting policies. A change in these policies can have a significant effect on our reported results and may even affect the reporting of transactions completed before a change is announced. Accounting policies affecting many other aspects of our business, including:

•: rules relating to software revenue recognition
•: purchase and pooling-of-interests accounting for business combinations
•: the valuation of in-process research and development
•: employee stock purchase plans
•: stock option grants

have recently been revised or are under review by one or more of these groups. Changes to these rules or the questioning of current practices may have a significant adverse effect on our reported financial results or in the way in which we conduct our business.

Due to the factors noted earlier, as well as the Year 2000 issues noted later, our future earnings and stock price may be subject to significant volatility, particularly on a quarterly basis. Any shortfall in revenue or earnings compared to analysts' or investors' expectations could cause, and has caused in the past, an immediate and significant decline in the trading price of our common stock. Additionally, we may not learn of such shortfalls until late in the fiscal quarter, which could result in an even more immediate and greater decline in the trading price of our common stock. Finally, we participate in a highly dynamic industry. In addition to factors specific to us, changes in analysts' earnings estimates for us or our industry, and factors affecting the corporate environment, our industry, or the securities markets in general will often result in significant volatility of our common stock price.

Year 2000 Issues

As of March 31, 2000, we have not experienced any material Year 2000 related disruptions in our operations. While we believe most Year 2000 problems should have become evident on January 1, 2000, additional Year 2000 related problems may only become evident after that date. Our worldwide phased program to inventory, assess, remediate, test, implement, and develop contingency plans for all mission-critical applications and products potentially affected by the Year 2000 issue (the Y2K Program) was described in our 1999 Form 10-K. This program was substantially completed prior to the calendar year end. Our total incremental spending over the life of the Y2K Program was approximately $3 million, which we funded from operating cash flows.

Recent Accounting Pronouncements

In June 1998, the Financial Accounting Standards Board ("the FASB") issued Statement of Financial Accounting Standards ("SFAS") 133, "Accounting for Derivative Instruments and Hedging Activities." SFAS 133 establishes accounting and reporting standards for derivative financial instruments and hedging activities, and requires us to recognize all derivatives as either assets or liabilities on the balance sheet and measure them at fair value. Gains and losses resulting from changes in fair value would be accounted for depending on the use of the derivative and whether it is designated and qualifies for hedge accounting. In June 1999, the FASB issued SFAS 137, which defers the implementation of SFAS 133. We will be required to implement SFAS 133 in fiscal year 2001. We have not determined the impact that SFAS 133 will have on

our financial statements and we believe that such determination will not be meaningful until closer to the date of initial adoption.

LIQUIDITY AND CAPITAL RESOURCES

	March 3 2000		December 3 1999		Change
	(Dollars in millions)
Cash, cash equivalents and short-term investments	$	641.7	$	498.7	28.7	%
Working capital	$	496.4	$	355.4	39.7	%
Stockholders' equity	$	636.6	$	512.2	24.3	%

Our cash, cash equivalents, and short-term investments consist principally of money market mutual funds, municipal bonds, United States government agency securities, and various equity investments. All of our cash equivalents and short-term investments are classified as available-for-sale under the provisions of SFAS 115, "Accounting for Certain Investments in Debt and Equity Securities." The securities are carried at fair value with the unrealized gains and losses, net of tax, included in accumulated other comprehensive income, which is reflected as a separate component of stockholders' equity.

Our cash, cash equivalents, and short-term investments increased $143.0 million, or 29%, in fiscal 2000, primarily due to a reclassification of $15.3 million of investments classified as long-term to short-term and mark-to-market adjustments on these short-term investments totaling $134.2 million. The increase during the quarter was also due to cash generated from operations of $48.7 million, proceeds from the issuance of treasury stock related to the exercise of stock options under our stock option plans and sale of stock under the Employee Stock Purchase Plan of $28.5 million, and the sale of a corporate facility in Scotland for $5.4 million.

These factors were partially offset by the purchase of treasury stock in the amount of $67.4 million, the purchase of other assets for $13.5 million, capital expenditures of $4.0 million, and the payment of dividends totaling $3.0 million.

We expect to continue our investing activities, including expenditures for computer systems for research and development, sales and marketing, product support, and administrative staff. Furthermore, cash reserves may be used to purchase treasury stock and acquire software companies, products, or technologies that are complementary to our business.

We have paid cash dividends on our common stock each quarter since the second quarter of 1988. Adobe's Board of Directors declared a cash dividend on our common stock of $0.025 per common share for the first quarter of fiscal 2000. The declaration of future dividends, whether in cash or in-kind, is within the discretion of Adobe's Board of Directors and will depend on business conditions, our results of operations and financial condition, and other factors.

In April 1999, Adobe's Board of Directors authorized, subject to certain business and market conditions, the purchase of up to an additional 5.0 million shares of our common stock over a two-year period. This new stock repurchase program was in addition to an existing program whereby we have been authorized to repurchase shares to offset issuances under employee stock option and stock purchase plans. No purchases have been made under the 5.0 million share repurchase program.

Company's Board of Directors authorized the repurchase of up to 30.0 million shares. This share repurchase program was completed during the first quarter of fiscal 1999.

To facilitate our stock repurchase program, we sold put warrants to independent third parties in the first quarter of fiscal 2000. Each put warrant entitles the holder to sell one share of our common stock to us at a specified price. On March 3, 2000, put warrants to sell approximately 2.5 million shares of our common stock were outstanding that expire on various dates through July 2000 with an average exercise price of $60.30 per share.

In addition, we purchased call options from independent third parties that entitle us to buy shares of our common stock on certain dates at specified prices. On March 3, 2000, call options to purchase approximately 1.6 million shares were outstanding that expire on various dates through July 2000 with an average exercise price of $65.58 per share. Under these arrangements, at our option, we can settle with physical delivery or net shares equal to the difference between the exercise price and the value of the option as determined by the contract.

We believe that existing cash, cash equivalents, and short-term investments, together with cash generated from operations, will provide sufficient funds for us to meet our operating cash requirements in the foreseeable future.

Commitments

Our principal commitments as of March 3, 2000 consists of obligations under operating leases, a line of credit agreement, venture investing activities, real estate development agreements, and various service agreements.

We believe that if the line of credit is canceled or amounts are not available under the line, there would not be a material adverse effect on our financial results, liquidity, or capital resources.

Under the terms of the line of credit and the lease agreement, we may pay cash dividends unless an event of default has occurred or we do not meet certain financial ratios.

ITEM 3. QUANTITATIVE AND QUALITATIVE DISCLOSURES ABOUT MARKET RISK

We hold equity investments in several publicly traded companies, which are subject to considerable market risk due to market price volatility. These securities are generally classified as available-for-sale and are recorded on the balance sheet at fair value, with unrealized gains or losses reported as a separate component of accumulated other comprehensive income, net of tax. We have also invested in privately held companies, many of which can still be considered in the startup or development stages. These investments are inherently risky as the market for the technologies or products they have under development are typically in the early stages and may never materialize. We could lose a substantial part of or our entire initial investment in these companies.

Please refer to our market risk disclosures set forth in our 1999 Annual Report filed on Form 10-K for a more detailed discussion of quantitative and qualitative disclosures about market risk. Except as discussed above, our market risk disclosures have not changed significantly from the 1999 Annual Report on Form 10-K.

PART II—OTHER INFORMATION

ITEM 1. LEGAL PROCEEDINGS

On February 6, 1996, a securities class action complaint was filed against Adobe, certain of its officers and directors, certain former officers of Adobe and Frame Technology Corporation ("Frame"), Hambrecht & Quist, LLP ("H&Q"), investment banker for Frame, and certain H&Q employees, in connection with the drop in the price of Adobe stock following its announcement of financial results for the quarter ended December 1, 1995. The complaint was filed in the Superior Court of the State of California, County of Santa Clara. The complaint alleges that the defendants misrepresented material adverse information regarding Adobe and Frame and engaged in a scheme to defraud investors. The complaint seeks unspecified damages for alleged violations of California law. The court granted plaintiffs' motion for class certification on September 22, 1999. We believe that the allegations against us and our officers and directors are without merit and intend to vigorously defend the lawsuit. The case is currently in the discovery phase.

On October 29, 1998, Heidelberger Druckmaschinen AG, a German company, filed a complaint alleging that Adobe is using Heidelberger's US patent number 4,393,399 for the partial electronic retouching of colors. The complaint was filed in the United States District Court for the District of Delaware, and seeks a permanent injunction and unspecified damages. We believe that the allegations against us are without merit and intend to vigorously defend the lawsuit.

Management believes that the ultimate resolution of these matters will not have a material impact on our financial position or results of operations.

ITEM 6. EXHIBITS AND REPORTS ON FORM 8-K

(a): Index to Exhibits

		Incorporated by Reference
Exhibit Number		Incorporated by Reference			Filed Herewith
Exhibit Number	Exhibit Description	Form	Date	Number	Filed Herewith
3.1	The Registrant's (as successor in-interest to Adobe Systems (Delaware) Incorporated by virtue of a reincorporation effective 5/30/97) Certificate of Incorporation, as filed with the Secretary of State of the State of Delaware on 5/9/97.	10-Q	05/30/97	3.1
3.2.10	Amended and Restated Bylaws as currently in effect.	8-K	9/3/98	3.2
3.3	Certificate of Designation of the Series A Preferred Stock	10-K	05/30/97	2.1
3.4	Agreement and Plan of Merger effective 5/30/97 (by virtue of a reincorporation), by and between Adobe Systems Incorporated, a California corporation and Adobe Systems (Delaware) Incorporated, a Delaware corporation.	10-Q	05/30/97	2.1
4.1	Third Amended and Restated Rights Agreement between the Company and Harris Trust Company of California	8-K	12/15/98	1
10.1.6	1984 Stock Option Plan, as amended*	10-Q	07/02/93	10.1.6
10.21.3	Revised Bonus Plan*	10-Q	02/28/97	10.21.3
10.24.1	1994 Performance and Restricted Stock Plan*	S-8	07/27/94	10.24.1
10.24.2	Amended 1994 Performance and Restricted Stock Plan*	10-Q	05/29/98	10.24.2
10.25.0	Form of Indemnity Agreement*	10-K	11/30/90	10.17.2
10.25.1	Form of Indemnity Agreement*	10-Q	05/30/97	10.25.1

10.32	Sublease of the Land and Lease of the Improvements By and Between Sumitomo Bank Leasing and Finance Inc. and Adobe Systems Incorporated (Phase 1)	10-K	11/25/94	10.32
10.36	1996 Outside Directors Stock Option Plan*	10-Q	05/31/96	10.36
10.37	Confidential Resignation Agreement*	10-Q	05/31/96	10.37
10.38	Sublease of the Land and Lease of the Improvements By and Between Sumitomo Bank Leasing and Finance Inc. and Adobe Systems Incorporated (Phase 2)	10-Q	08/30/96	10.38
10.39	1997 Employee Stock Purchase Plan, as amended*	S-8	05/30/97	10.39
10.40	1994 Stock Option Plan, as amended*	S-8	05/30/97	10.40
10.42	Amended and Restated Limited Partnership Agreement of Adobe Incentive Partners, L.P.*	10-Q	8/28/98	10.42
10.43	Resignation Agreement*	10-K	11/28/97	10.43
10.44	Forms of Retention Agreement*	10-K	11/28/97	10.44
10.45	Confidential Executive Resignation Agreement And General Release of Claims*	10-Q	8/28/98	10.45
10.46	Confidential Executive Resignation Agreement And General Release of Claims*	10-Q	8/28/98	10.46
10.47	Confidential Executive Resignation Agreement And General Release of Claims*	10-Q	8/28/98	10.46
10.48	Letter of Release and Waiver*	10-K	11/27/98	10.48
10.49	Confidential Executive Resignation Agreement And General Release of Claims*	10-Q	3/5/99	10.49
10.50	Confidential Executive Separation Agreement And General Release of Claims*	10-Q	6/4/99	10.50
10.51	Amended 1997 Employee Stock Purchase Plan*	S-8	6/21/99	10.51
10.52	Amendment to Limited Partnership Agreement of Adobe Incentive Partners, L.P.*	10-Q	6/4/99	10.52
10.53	Amended, Restated and Consolidated Master Lease of Land and Improvements By and between Sumitomo Bank Leasing and Finance, Inc. and Adobe Systems Incorporated	10-Q	9/3/99	10.53
10.54	Credit Agreement among Adobe Systems Incorporated, Lenders named therein and ABN AMRO Bank N.V., as Administrative Agent, with certain related Credit Documents	10-Q	9/3/99	10.54
10.55	1999 Nonstatutory Stock Option Plan*	S-8	9/15/99	4.6
10.56	Note Secured by Deed of Trust and Promissory Note*	10-K	12/3/99	10.56
10.57	Confidential Executive Resignation Agreement And General Release of Claims*	10-K	12/3/99	10.57
10.58	Technical Support Agreement				X

10.59	Turnkey Agreement, Europe				X
10.60	European Logistical Services Agreement				X
10.61	North American Logistical Services Agreement				X
10.62	Turnkey Agreement, Adobe Program Packages				X
21	Subsidiaries of the Registrant	10-K	12/3/99	21
27	Financial Data Schedule				X

*: Compensatory plan or arrangement

SIGNATURE

Pursuant to the requirements of the Securities Exchange Act of 1934, the registrant has duly caused this report to be signed on its behalf by the undersigned, thereunto duly authorized.

	ADOBE SYSTEMS INCORPORATED

	By	/s/ MURRAY J. DEMO Murray J. Demo, Interim Chief Financial Officer and Vice President Corporate Controller (Principal Financial Officer)
Date: April 15, 2000

SUMMARY OF TRADEMARKS

The following trademarks of Adobe Systems Incorporated, which may be registered in certain jurisdictions, are referenced in this Form 10-Q:

Adobe
Acrobat
Adobe PhotoDeluxe
After Effects
ePaper
FrameMaker
GoLive
Illustrator
InDesign
PageMaker
PageMill
Photoshop
PostScript

All other brand or product names are trademarks or registered trademarks of their respective holders.

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TABLE OF CONTENTS
PART I—FINANCIAL INFORMATION
PART II—OTHER INFORMATION
SIGNATURE
SUMMARY OF TRADEMARKS
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Exhibit 10.58

*Text Omitted and Filed Separately
Confidential Treatment Requested Under 17 C.F.R.
§§200.80(b)(4), 200.83 and 240.24b-2.

AGREEMENT

between

ADOBE SYSTEMS INCORPORATED, a Delaware corporation having a place of business at 345 Park Avenue, San Jose, CA 95110-2704 ("Adobe Systems"), ADOBE SYSTEMS BENELUX, B.V., a company incorporated in The Netherlands and having a place of business at Europlaza, Hoogoorddreef 54a, 1101 DG Amsterdam ZO, The Netherlands ("Adobe Benelux") (Adobe Systems and Adobe Benelux collectively referred to as "Adobe"),

and

SYKES NORTH AMERICA, a Florida corporation having a place of business at 100 North Tampa Street, Suite 3900, Tampa, FL 33602 ("Sykes US"), SYKES EUROPE LIMITED**, a company incorporated in Scotland under the Companies Act with registered number 86519 and having its registered office at Nether Road, Galashiels, Selkirkshire, TD1 3HE ("Sykes Europe"), SYKES ASIA PACIFIC, located on the 4th Floor, SMPPI Building, St. Francis Avenue, Ortigas Centre, Mandaluyong City 1550, Metro Manila, The Philippines ("Sykes Asia") (Sykes US, Sykes Asia and Sykes Europe collectively referred to as "Sykes").

WHEREAS:

(A)
Adobe is a world leader in the development, licensing and distribution of desktop publishing software;

(B)
Adobe Systems wishes to be provided with a variety of logistical services to support and facilitate its development, licensing and distribution in Canada, the United States and Mexico;

(C)
Adobe Benelux wishes to be provided with a variety of logistical services to support and facilitate its development, licensing and distribution in Europe, the Middle East, Africa, Australia and Asia;

(D)
Sykes US is willing to provide such logistical services to Adobe Systems in Canada, the United States and Mexico on the following terms and conditions;

(E)
Sykes Asia is willing to provide such logistical services to Adobe Benelux throughout Asia and Australia on the following terms and conditions; and

1

(F)
Sykes Europe is willing to provide such logistical services to Adobe Benelux throughout Europe, the Middle East and Africa on the following terms and conditions;

NOW THEREFORE IT IS AGREED AS FOLLOWS:

1.  OVERVIEW

    The parties agree that all rights or obligations associated with performance of the services described herein for and on behalf of Adobe Systems shall be performed only by Sykes US, as defined herein, and all rights or obligations associated with performance of the Services described herein for and on behalf of Adobe Benelux shall be performed either by Sykes Europe or Sykes Asia as described in this Agreement.

    Accordingly, Sykes US will provide Services to Adobe Systems only in the geographic regions of Canada, the United States and Mexico. Further, Sykes Asia will provide Services to Adobe Benelux only in the geographic regions of Asia and Australia. Finally, Sykes Europe will provide Services to Adobe Benelux in all other geographic regions not covered by Sykes US or Sykes Asia in this Agreement.

    The parties further agree that all obligations performed for Sykes US shall be performed only by Adobe Systems, and all obligations performed for either Sykes Europe or Sykes Asia shall be performed Adobe Benelux by as described in this Agreement.

2.  DEFINITIONS AND INTERPRETATION

2.1
In this Agreement unless the context otherwise requires, the following expressions shall bear the following meanings:

"Adobe" shall mean Adobe Systems or Adobe Benelux, as appropriate;

"Adobe Databases"

shall mean the separate Adobe Systems and Adobe Benelux databases from time to time made available by Adobe US to Sykes US and/ or by Adobe Benelux to Sykes Europe/Sykes Asia or created by Sykes Asia, Sykes Europe or Sykes US pursuant to the provision of Services hereunder; for the purposes of this Agreement, including but not limited to the databases specified in the Schedule;

"Adobe Financial Month(s)"

shall mean the period(s) of four or five weeks Adobe Benelux or Adobe Systems uses for internal financial accounting purposes, a list of all such months to be provided by Adobe Benelux to Sykes Europe and/or Sykes Asia, or provided by Adobe Systems to Sykes US at the beginning of the relevant financial year while this Agreement is in force;

2

"Adobe Financial Quarter(s)"

shall mean the period(s) of thirteen (13) weeks Adobe Benelux or Adobe Systems uses for its internal financial accounting purposes, a list of all such quarters to be provided by Adobe Benelux to Sykes Europe and/or Sykes Asia, or provided by Adobe Systems to Sykes US, upon commencement of this Agreement and at the beginning of the relevant financial year while this Agreement is in force;

"Adobe Financial Year"

shall mean 4th December 1999 to 1st December 2000 for financial year 2000 and, for subsequent years, such period as Adobe Systems and/or Adobe Benelux designates as its financial year for its internal financial accounting purposes;

"Adobe Products"

shall mean Products but excluding Third Party Products;

"Agreement"

shall mean this Agreement, as between Adobe Benelux and Sykes Europe/Sykes Asia and as between Adobe Systems and Sykes US;

"Asia Call Center Facility"

shall mean Sykes Asia Call Center facility at 4th Floor, SMPPI Building, St. Francis Avenue, Ortigas Center, Mandaluyong City 1550, Metro Manila, Philippines or such other premises as may be approved in advance by Adobe Benelux from time to time;

"Asia Services"

shall mean the Services provided by Sykes Asia on behalf of Adobe Benelux in at least the following (1) countries: Australia, China, Korea and (2) languages: Cantonese, English, Fukienese, Korean (when available) and Mandarin;

"ASN Members"

shall mean certain members from time to time having access to Services;

"CCS"

shall mean the call center software owned by Sykes US, Sykes Asia or Sykes Europe and used in the co-ordination and management of the Services by Sykes US, Sykes Asia or Sykes Europe and used by Adobe Systems or Adobe Benelux, as appropriate, and as upgraded or modified with Adobe Systems or Adobe Benelux, as appropriate, prior written approval and development requirements from time to time;

"Charges Schedule"

shall mean Part 3 of the Schedule;

"Client Group Manager"

shall mean in relation to the relevant Management Team, the person identified as having those responsibilities in the relevant part of the Schedule;

3

"Commercial Practices"

shall mean accepted industry practice regarding the nature of work to be done and the timescales in which it is to be carried out;

"Confidential Information"

shall have the meaning given to it in Clause 9;

"Contract Term"

shall mean the period beginning on the Effective Date (as hereinafter defined) and ending at 12:00 midnight GMT on 1st December 2000, unless terminated earlier in accordance with the provisions hereof;

"CSN"

shall mean the customer service number allocated to all Registered End Users and ASN Members;

"CSR"

shall mean a customer services representative allocated to the provision of Services and forming part of the Services Team;

"Effective Date"

shall mean 4th December 1999;

"End User"

shall mean a licensee of the Product(s) who acquires such products for its own use rather than distribution, and shall exclude distributors, dealers, value added distributors, original equipment manufacturers, third party vendors, system integrators and other parties who have licensed the Product(s) for distribution or for any purpose other than for their own use;

"Europe Call Center Facility"

shall mean Sykes' Call Center facility at Calder House, 599 Calder Road, Edinburgh, Scotland, EH11 4GA or such other premises as may be approved in advance by Adobe;

"Europe Services"

shall mean the Services to be provided by Sykes Europe on behalf of Adobe Benelux in at least the following (1) countries: Belgium, Denmark, Finland, France, Germany, Iceland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, United Kingdom and (2) languages: Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Portuguese, Spanish, Swedish;

"Incoming Request"

shall mean an incoming request from any person by fax, phone, post, e-mail or other media from time to time specified by Adobe Benelux or Adobe Systems for any of the Services, as appropriate;

4

"Intellectual Property"

shall mean all intellectual property rights, similar and/or neighboring rights and sui generis rights, of whatever nature anywhere in the world and all rights pertaining thereto including but not limited to all present and future title to and/or interests therein whether recorded or registered in any manner or otherwise, including without prejudice to the foregoing generality, trade marks and service marks and applications therefor, patents and patent applications, copyright, database and unfair extraction rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods, data, source codes and object codes, discoveries, specifications, diagrams, technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;

"Lifeline"

shall mean the Adobe Benelux or Adobe Systems intranet known as Lifeline which contains details of policies and with which Sykes Asia, Sykes Europe or Sykes US is expected to comply or such other intranet or other system as Adobe Benelux or Adobe Systems may from time to time use for such purpose;

"Management Team"

shall mean the management team(s) set up by Sykes Asia, Sykes Europe or Sykes US to manage their respective Services under this Agreement (as more specifically detailed in the relevant Parts of the Schedule);

"North America Call Center Facility"

shall mean Sykes US' warehouse and/or call center facility located 10101 Claude Freeman Drive, Charlotte, North Carolina 28262 and another facility located in Canada at a location to be determined.

"North America Services"

shall mean the Services to be provided by Sykes US on behalf of Adobe Systems in the following (1) countries: Canada, the United States and Mexico, and (2) languages: English, French, and Spanish;

"Performance Metrics"

shall mean the measurements in relation to each of the Services as set out in the relevant Services Schedule on which Sykes Asia, Sykes Europe or Sykes US shall provide reports in terms of Clause 3.6;

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"Performance Standards"

shall mean in relation to each Service, the binding performance standards identified in relation to that Service in the relevant Services Schedule;

"Products"

shall mean Adobe Benelux or Adobe Systems products and Third Party products, as appropriate, or as otherwise defined in a Schedule;

"QBR"

shall mean the quarterly business review in relation to each quarter to review performance of Services in the preceding quarter, problems encountered and to set goals and objectives for Sykes Asia, Sykes Europe or Sykes US for the following quarter to be held by the parties in terms of Clause 3.10;

"Registered End Users"

shall mean End Users who have been Verified and entered into the Sales and Registration Database or Type On Call Database, as the case may be;

"Sales and Registration"

shall mean the database held by Sykes Asia, Sykes Europe or Sykes US, as appropriate, and containing, among other information, details of appropriate Registered End Users in Asia, Europe and North America, respectively, and product registration for such Registered End Users.

"Schedule"

shall mean the schedule appended hereto which shall form part of this Agreement;

"Services"

shall mean the services provided by Sykes US, Sykes Asia and/or Sykes Europe or as otherwise defined in a statement of work or in Part 2 of the Schedule;

"Services Team"

shall mean the Sykes US, Sykes Asia and Sykes Europe employees allocated to the provision of North America Services, Asia Services, Europe Services, respectively;

"SKU(s)"

shall mean the stock keeping unit numbers allocated to stock held by Sykes US, Sykes Asia or Sykes Europe;

"Sykes Associated Company"

shall mean any group or party other than Sykes Asia, Sykes Europe, or Sykes US affiliated with and providing Services for or on behalf of Sykes Asia, Sykes Europe, or Sykes US;

"Trade Marks"

shall have the meaning given to it in Clause 13.3;

"Training"

shall mean the training for the provision of Services;

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"Type On Call Countries"

shall mean United Kingdom, Eire, France, Germany, Austria, Netherlands, Sweden, Belgium, Switzerland, Algeria, Australia, Botswana, Brazil, Bulgaria, Burkina Faso, Canada, Channel Islands, China, the Commonwealth of Independent States, Corsica, Crete, Croatia, Cyprus, Czech Republic, Czechoslovakia, Denmark, Egypt, Estonia, Faroe Islands, Finland, Gibraltar, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Israel, Italy, Ivory Coast, Jordan, Kenya, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Mexico, Monaco, Mongolia, Namibia, Norway, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Tanzania, Tunisia, Turkey, United Arab Emirates, United States, Yemen, Yugoslavia, Zambia and Zimbabwe and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Type On Call Database"

shall mean the database held by Adobe Benelux or Adobe Systems to which Sykes US, Sykes Europe or Sykes Asia has access in terms of this Agreement which holds, among other information, details of all Registered End Users who have registered Type On Call Products;

"Type On Call Languages"

shall mean Cantonese, Dutch, English, Finnish, French, Fukienese, German, Italian, Mandarin, Norwegian, Spanish, Dutch and Swedish and such other languages as the parties may agree in writing from time to time;

"Type On Call Product"

shall mean the Adobe Product (as amended from time to time by Adobe) containing various Adobe fonts which require to be unlocked for use by End Users following registration using the Type On Call Services;

"Type On Call Services"

shall mean the Services under which Sykes US, Sykes Europe or Sykes Asia will register their respective End Users for Type On Call Products and provide unlocking Services to their respective Registered End Users to allow them to unlock fonts within the Type On Call Product;

"Updates"

shall mean updates, patches, bug fixes and/or workarounds which Adobe Benelux or Adobe Systems may from time to time make available in relation to Adobe Products (whether on the Internet or otherwise);

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"Verified"

shall mean that the customer services number of the End User in question has been verified in accordance with mutually agreed upon procedures;

"Working Day"

shall mean each weekday (i.e. Monday through Friday inclusive) during the Contract Term other than Christmas Day and New Year's Day, and such weekend days (i.e. Saturday and Sunday) as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed).

(a)
"Client Group Manager", "Client Group Administrator", "Operations Manager", "Programme Manager", "Senior Supervisor", "Client Lead", "Administrator", "Team Lead", "Senior Communicator", "Data Entry Supervisor" and "Data Entry Administrator" shall mean in relation to the relevant Services Team or Management Team the person from time to time identified as such, as agreed by the parties.

2.2
Reference to any statute or statutory provisions shall include any statute or statutory provision which amends or replaces, or has amended or replaced, it and shall include any subordinate legislation made under the relevant statute.

2.3
In circumstances where Sykes US, Sykes Asia or Sykes Europe is permitted hereunder to use the services of a sub-contractor in their performance of the Services, references herein to Sykes US, Sykes Asia or Sykes Europe shall, where appropriate, be construed as references to that sub-contractor provided always that Sykes shall remain primarily liable to Adobe Benelux or Adobe Systems, as appropriate, in respect of such sub-contractors.

2.4
A reference to the singular shall include a reference to the plural and vice versa, and a reference to any gender includes a reference to all other genders.

2.5
Headings are for convenience only and shall not affect interpretation.

3.  APPOINTMENT

3.1  Non-Exclusive Appointment

(a) By Adobe Benelux.  Adobe Benelux hereby appoints Sykes Asia, and Sykes Asia hereby accepts appointment, as a non-exclusive provider of the Asia Services during the Contract Term, subject to the terms of this Agreement. As at the Effective Date, Adobe Benelux hereby instructs Sykes Asia to provide all the Asia Services detailed in this Agreement but, consistent with the non-exclusive nature of this appointment, Adobe Benelux shall be entitled at any time to discontinue and/or suspend the provision by Sykes Asia of any or all of the Services by giving a period of notice which shall not be less than forty-five (45) days.

(b) By Adobe Benelux.  Adobe Benelux hereby appoints Sykes Europe, and Sykes Europe hereby accepts appointment, as a non-exclusive provider of the Europe Services during the Contract Term, subject to the terms of this Agreement. As at the Effective Date, Adobe Benelux hereby instructs Sykes Europe to provide all the Europe Services detailed in this Agreement but, consistent with the non-exclusive nature of this appointment, Adobe Benelux shall be entitled at any time to discontinue and/or suspend the provision by Sykes Europe of any or all of the Services by giving a reasonable period of notice which shall not be less than forty-five (45) days.

If Adobe Benelux, during the Contract Term, seeks (1) any extension to the existing Europe Services provided under this Agreement, or (2) the provision of new services similar to the

8

Services provided by Sykes Europe which are not covered by this Agreement, Sykes Europe shall have the opportunity to tender for the provision of such new services.

(c) By Adobe Systems.  Adobe US hereby appoints Sykes US, and Sykes US hereby accepts appointment, as a non-exclusive provider of the North America Services during the Contract Term, subject to the terms of this Agreement. As at the Effective Date, .

Adobe US hereby instructs Sykes US to provide all the North America Services detailed in this Agreement but, consistent with the non-exclusive nature of this appointment, Adobe US shall be entitled at any time to discontinue and/or suspend the provision by Sykes US of any or all of the Services by giving a reasonable period of notice which shall not be less than forty- five (45) days.

If Adobe US, during the Contract Term, seeks (1) any extension to the existing North America Services provided under this Agreement, or (2) the provision of new services similar to the Services provided by Sykes US which are not covered by this Agreement, Sykes US shall have the opportunity to tender for the provision of such new services.

3.2  Performance

(a)
Sykes Asia, Sykes Europe and Sykes US warrant and undertake to Adobe Benelux and Adobe Systems, as appropriate, that their respective Services shall at all times be provided in accordance with this Agreement, their Services schedules (including but not limited to their Performance Standards and Performance Metrics) and any applicable shall mean any statement of work, schedule, or related documentation containing directions, guidelines, processes or procedures directed to Sykes Europe, Sykes Asia or Sykes US.

(b)
Adobe Benelux or Adobe Systems shall be entitled by thirty (30) days' prior written notice from Sykes Europe, Sykes Asia or Sykes US, as appropriate, to amend any statement of work, schedule or related documentation containing directions, guidelines, processes or procedures directed to Sykes Europe, Sykes Asia or Sykes US provided that such amendments will not have a material impact as determined by Adobe (whether requiring an increase or decrease) on the resources required by Sykes Europe, Sykes Asia or Sykes US, as appropriate, to provide their Services. Any such proposed amendments which will have a material impact (whether requiring an increase or decrease) on such resources shall be approved in advance in writing by Sykes Europe, Sykes Asia or Sykes US, as appropriate, acting reasonably. Sykes Europe, Sykes Asia and Sykes US shall be entitled to request amendments to directions, guidelines, processes, statement of work or procedures if such amendments will not affect the nature or quality of the Services but all such amendments will require to be approved in advance in writing by Adobe Benelux or Adobe Systems, as appropriate.

(c)
For the avoidance of doubt, unless explicitly stated to be a responsibility of Adobe Benelux or Adobe Systems, all obligations, duties, responsibilities and other matters set out or referred to in the Schedule, and any guidelines shall be the responsibility of Sykes' only and shall be Sykes' obligations under the terms of this Agreement, and except insofar as explicitly stated to be a responsibility of Adobe Benelux or Adobe Systems, it shall be Sykes' responsibility to ensure that Sykes Asia, Sykes Europe or Sykes US, as appropriate, performs any and all Services as described in the relevant Services Schedule or guidelines.

3.3  Resources

Without prejudice to specific obligations elsewhere in this Agreement, Sykes Asia, Sykes Europe or Sykes US shall at all times devote sufficient resources and teams of sufficiently qualified personnel to enable it to provide their Services efficiently and professionally. Without prejudice to the generality of

9

the foregoing, or any Performance Standard or Performance Metric set in relation to their Services, Sykes Asia, Sykes Europe or Sykes US shall provide their Services with best efforts and Sykes Asia, Sykes Europe or Sykes US shall at all times perform their Services courteously and in such manner as not to injure Adobe Benelux' or Adobe Systems' name or damage Adobe Benelux' or Adobe Systems' goodwill.

3.4  No Breach

Sykes Asia, Sykes Europe and Sykes US hereby represents to Adobe Benelux or Adobe Systems that Sykes Asia, Sykes Europe and/or Sykes US, as appropriate, will not be in breach of any existing obligation binding on Sykes Asia, Sykes Europe and Sykes US by reason of its entering into this Agreement.

3.5  Other Services

Sykes Asia, Sykes Europe and Sykes US undertake and agree that it will, upon request, appropriately provide Adobe Benelux or Adobe Systems with such additional Services as Adobe Benelux or Adobe Systems may from time to time appropriately require during the Contract Term as long as the request conforms with Commercial Practices and at prices to be agreed by the parties. If such Services are requested and included in this Agreement, the parties shall agree to the terms of a Services Schedule in relation to such Services (or such amendments to existing Services Schedule(s) as may be appropriate) together with such additions and/or amendments to any schedule, statement of work, documentation, appendices or any written documentation containing directions, guidelines, processes or procedures directed to Sykes Europe, Sykes Asia or Sykes US, as may be appropriate.

3.6  Reporting and Performance Metrics

Sykes Asia, Sykes Europe and Sykes US shall provide such reports, information and data as Adobe Systems and Adobe Benelux shall, from time to time, require in relation to the performance of this Agreement. This requirement shall include but is not limited to reports on the Performance Metrics which shall be produced by Sykes Asia, Sykes Europe or Sykes US, as appropriate, and in relation to their Service in the terms set out in the relevant Services Schedule and the production by Sykes Asia, Sykes Europe and Sykes US, as appropriate, of all other reports, information and data more particularly specified in the Schedule. Reports on the Performance Metrics shall include all reports on the Performance Standards. Sykes Asia, Sykes Europe and Sykes US shall, as appropriate, ensure that all reports on the Performance Metrics and Performance Standards contain charts which show sufficient historical data to identify trends, clearly understood titles and labels, the goal or objective, a clear indication of which trend and trend direction is good and which is bad and a scale which accurately demonstrates but does not distort trends. Sykes Asia, Sykes Europe and Sykes US shall, as appropriate, ensure that all Performance Standards are drawn to the attention of all relevant employees. Sykes Asia, Sykes Europe and Sykes US shall, as appropriate, ensure that all Performance Metrics and Performance Standards are broken down as detailed in the relevant Services Schedule. Without prejudice to the foregoing, Sykes Asia, Sykes Europe and Sykes US shall use all reasonable endeavours to inform Adobe Benelux and Adobe Systems, as appropriate and without delay, of any matter which comes to the attention of Sykes Asia, Sykes Europe and Sykes US which is likely to affect materially the provision of Services.

3.7  Services Provided in Adobe Benelux or Adobe Systems' Name and Grant of License

Any Services provided by Sykes Asia and Sykes Europe shall be in the name of Adobe Benelux. Any Services provided by Sykes US shall be in the name of Adobe Systems. So far as required by Sykes Asia, Sykes Europe and Sykes US for the proper performance of its duties hereunder during the Contract Term and for no other purpose whatsoever, Adobe Benelux or Adobe Systems shall use its reasonable endeavours to procure for Sykes Asia, Sykes Europe or Sykes US, as appropriate, a non-exclusive royalty- free limited licence to use specified trade marks, service marks, trade names and

10

logos belonging to or licensed by Adobe Systems pertaining to Products. Such license shall automatically terminate on the date of termination or expiry of this Agreement howsoever terminated or expiring and with effect from such date Sykes Asia, Sykes Europe or Sykes US, as appropriate, shall have no further right to use any such trade marks, service marks, trade names or logos of Adobe Systems pertaining to Products or their licensors.

Either Adobe Benelux or Adobe Systems may, in their sole discretion, distribute support software to Sykes technicians from Sykes Asia/Sykes Europe or Sykes US, respectively. Any support software provided by Adobe Benelux or Adobe Systems shall be subject to any applicable license, such license modifiable from time to time by Adobe Benelux or Adobe Systems, respectively, in their sole discretion.

3.8  Intellectual Property

(a) Adobe Benelux.  It is hereby expressly agreed that Adobe Systems shall be the sole and exclusive owner of all Intellectual Property rights in all work carried out by Sykes Europe and Sykes Asia (or on behalf of Sykes Europe or Sykes Asia) in the provision of the Services including but not limited to copyright in reports, manuals, electronic files and technical notes authored by Sykes Europe or Sykes Asia, copyright and database rights in any and all databases created or updated and copyright and related rights in any and all software developed by Sykes Europe or Sykes Asia in the performance of the Services, to the extent that such software is bespoke software commissioned from Sykes Europe or Sykes Asia by Adobe Benelux and charged to Adobe Benelux or Adobe Systems. Where Adobe Benelux has funded such software development, Sykes Europe and Sykes Asia shall only be entitled to use such software for the exclusive benefit of Adobe Benelux during the Contract Term, and any transitional period provided in Clause 14.6(a). In the event Sykes Asia or Sykes Europe develops any other software under this Agreement for the benefit of Adobe Benelux and other Sykes Asia and Sykes Europe clients, the parties shall agree how, if at all, the development costs of such software shall be apportioned. In any event, Adobe Systems shall own all intellectual property in such software and not limited in any way to use, sub-license and reproduce such software. Sykes Asia and Sykes Europe hereby assign as legal and beneficial owner to Adobe Systems, by way of future assignation any and all such Intellectual Property rights which are capable of future assignation and on Adobe Systems' request shall assign as legal and beneficial owner all other such Intellectual Property rights. Sykes Asia and Sykes Europe shall procure the waiver by all persons involved in the creation or development of any such works of such moral or similar rights as such persons may from time to time have in or in relation to such works. Without prejudice to the foregoing, Sykes Asia and Sykes Europe undertake to do all such things and execute (or procure the execution of) all such documents as Adobe Benelux or Adobe Systems shall from time to time require in order to perfect Adobe Systems title to same and obtain any applicable protections in Adobe Systems name and to confirm such waivers including but not limited to procuring assignations and waivers in Adobe Systems' favor from contractors and consultants. Sykes Asia and Sykes Europe warrant and represent to Adobe Benelux that each is entitled to assign such Intellectual Property to Adobe Systems and that such Intellectual Property does not infringe the Intellectual Property rights or moral or similar rights of any third party.

(b) Adobe Systems.  It is hereby expressly agreed that Adobe Systems shall be the sole and exclusive owner of all Intellectual Property rights in all work carried out by Sykes US (or on behalf of Sykes US) in the provision of the Services including but not limited to copyright in reports, manuals, electronic files and technical notes authored by Sykes US, copyright and database rights in any and all databases created or updated and copyright and related rights in any and all software developed by Sykes US in the performance of Services, to the extent

11

that such software is bespoke software commissioned from Sykes US by Adobe Systems and charged to Adobe Systems. Where Adobe Systems has funded such software development, Sykes US shall only be entitled to use such software for the exclusive benefit of Adobe Systems during the Contract Term, and any transitional period provided in Clause 14.6(a). In the event Sykes US develops any other software under this Agreement for the benefit of Adobe Systems and other Sykes US clients, the parties shall agree how, if at all, the development costs of such software shall be apportioned. In any event, Adobe Systems shall own all intellectual property in such software and not limited in any way to use, sub-license and reproduce such software. Sykes US hereby assigns as legal and beneficial owner to Adobe Systems, by way of future assignation any and all such Intellectual Property rights which are capable of future assignation and on Adobe Systems' request shall assign as legal and beneficial owner all other such Intellectual Property rights. Sykes US shall procure the waiver by all persons involved in the creation or development of any such works of such moral or similar rights as such persons may from time to time have in or in relation to such works. Without prejudice to the foregoing, Sykes US undertakes to do all such things and execute (or procure the execution of) all such documents as Adobe Systems shall from time to time require in order to perfect Adobe Systems' title to same and obtain any applicable protections in Adobe Systems' name and to confirm such waivers including but not limited to procuring assignations and waivers in Adobe Systems' favor from contractors and consultants. Sykes US warrants and represents to Adobe Systems that it is entitled to assign such Intellectual Property to Adobe Systems and that such Intellectual Property does not infringe the Intellectual Property rights or moral or similar rights of any third party.

3.9  Hardware, Software and Systems

Sykes Asia, together with Sykes Europe, and Sykes US shall each ensure to Adobe Benelux and Adobe Systems, respectively, that it has available to it all hardware, software, including CCS, and other technical resources required from time to time for the provision of Services all of which shall be at the responsibility and risk of Sykes Asia, Sykes Europe and Sykes US, as appropriate, and Sykes Asia, Sykes Europe and Sykes US shall maintain and update the same to standards consistent with Sykes Asia's, Sykes Europe's and Sykes US' independent obligations to meet the Performance Standards and Performance Metrics stated in this Agreement. Without prejudice to the foregoing generality this shall include but not be limited to the personal computers, peripheral devices, equipment and software necessary to:

(a)
have and maintain for the Contract Term, access to any Adobe Database (or other database) Adobe Benelux or Adobe Systems deems necessary (acting reasonably) for Sykes Asia, Sykes Europe and Sykes US, as appropriate, to perform their obligations under this Agreement;

(b)
maintain facilities for the entry into and processing of data in connection with all relevant Adobe Databases and for all reporting required in terms of this Agreement;

(c)
invoice, process and validate payments of membership fees and renewal fees and Product charges in the provision of the Services;

(d)
maintain technical resources which make call monitoring of Services supplied to End Users possible;

(e)
maintain an electronic mail system compatible with that specified by Adobe Benelux or Adobe Systems, as appropriate (acting reasonably); and

(f)
maintain sufficient electronic ordering, processing and other facilities as are necessary for shipping Products to End Users and Members respectively;

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Without prejudice to the foregoing, Sykes Asia, Sykes Europe and Sykes US shall ensure that each shall have available to it the infrastructure identified in Part 4 of the Schedule and any and all specific hardware, software and technical resources in relation to each of the individual Services (which shall have no less than the functionality described in any applicable schedule or statement of work) and shall not make any material change to any specifications or configurations so described without Adobe Benelux' or Adobe Systems' prior written consent, as appropriate.

3.10  Management Teams and Reviews

(a) Adobe Benelux.  Sykes Asia and Sykes Europe shall set up and maintain effective Management Teams primarily dedicated to Adobe Benelux. Sykes Asia and Sykes Europe shall ensure that the relevant members of the Management Teams shall attend and hold such meetings as Adobe Benelux shall from time to time reasonably require including but not limited to a quarterly business review (which will be held in the month following expiry of each Adobe Financial Quarter during the Contract Term) to review performance of the Services in the preceding quarter, problems encountered and to set goals and objectives and the other regular meetings scheduled in relation to Services.

(b) Adobe Systems.  Sykes US shall set up and maintain effective Management Teams primarily dedicated to Adobe Systems. Sykes US shall ensure that the relevant members of the Management Teams shall attend and hold such meetings as Adobe Systems shall from time to time reasonably require including but not limited to the QBR (which will be held in the month following expiry of each Adobe Financial Quarter during the Contract Term) and any other regular meetings as may be scheduled in relation to each of the Services.

3.11  Quality Control.

Sykes shall at all times comply with applicable quality control schedules and metrics in effect including, but not limited to, those performance parameters related to call waiting times, accuracy of issue logs or any order input, accuracy in responses to customer inquiries, including technical, and confirmation of orders. Sykes shall immediately report any quality and quality control issues to Adobe Benelux and/or Adobe Systems, as appropriate and shall provide quality status as reasonably requested by Adobe Benelux and/or Adobe Systems and at any scheduled meetings related to quality control. Any problems or issues related to quality control shall be addressed immediately and prompt status reports provided to Adobe Benelux and/or Adobe Systems upon request. Any breach in quality, as determined by Adobe in its sole discretion, shall be considered a material breach of this Agreement, and appropriate termination proceedings pursuant to Section 14 apply.

3.11.1 Adobe Benelux

In addition to any specific quality control mechanisms included from time to time in any Services Schedules and/or any applicable statement of work and without prejudice to the Performance Standards, Adobe Benelux shall be entitled:

(a)
upon twenty-four (24) hours' advance notice to Sykes Asia and Sykes Europe, to monitor responses to Incoming Requests (whether calls taken or e-mails or other written responses supplied or otherwise) and to analyze the quality and quantity of call logging; and

(b)
at any time(s) and as it deems appropriate to carry out written, telephone or other surveys of End Users and ASN Members as to their experience with Services provided to them.

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3.11.2 Adobe Systems

In addition to any specific quality control mechanisms included from time to time in any Services Schedules and without prejudice to the Performance Standards, Adobe Systems shall be entitled:

(a)
upon twenty-four (24) hours' advance notice to Sykes US, to monitor responses to Incoming Requests (whether calls taken or e-mails or other written responses supplied or otherwise) and to analyze the quality and quantity of call logging; and

(b)
at any time(s) and as it deems appropriate to carry out written, telephone or other surveys of End Users and ASN Members as to their experience with Services provided to them.

3.12  Right of Audit.

Upon ten (10) days notice to Sykes Europe and/or Sykes Asia, Adobe Benelux shall have the right to inspect and audit all the relevant records of Sykes Europe and/or Sykes Asia, as appropriate, to ensure compliance with the terms of this Agreement. Similarly, upon ten (10) days' notice to Sykes US, Adobe Systems shall have the right to inspect and audit all the relevant records of Sykes US to ensure compliance with the terms of this Agreement. Any audit by Adobe Systems or Adobe Benelux shall be conducted only by a certified public accountant whose fee is paid by Adobe Systems or Adobe Benelux, as appropriate, and shall be conducted during regular business hours at Sykes Europe/Sykes Asia or Sykes US offices, as appropriate, and in such a manner as not to unreasonably interfere with normal business activities.

4.  SERVICES

4.1  Services to be Supplied

Subject to the terms of this Agreement, Sykes Europe and Sykes Asia agree to provide Adobe Benelux with the Asia Services and Europe Services during the Contract Term at the prices set out in the Charge Schedule in accordance with the terms set out in the Schedule. Subject to the terms of this Agreement, Sykes US agrees to provide Adobe Systems with the North America Services during the Contract Term at the prices set out in the Charge Schedule in accordance with the terms set out in the appropriate Schedule and/or any applicable statement of work.

4.2  Recruitment, Training and Teams

Sykes Europe, Sykes Asia and Sykes US shall recruit CSRs and shall ensure that the Services Team for Adobe Benelux and Adobe Systems shall at all times meet the requirements in all material respects (which shall mean that there are no adverse or detrimental effects on the Performance Standards) in terms of numbers, structure and seniority. Sykes Europe, Sykes Asia and Sykes US shall ensure that all members of the Services Team undergo and satisfactorily complete the Training and without prejudice to the foregoing, that the Services Team is at all times adequately trained and resourced in accordance with Adobe Benelux' and Adobe Systems' needs and reasonable requirements from time to time. Sykes Europe, Sykes Asia and Sykes US shall monitor all CSRs and obtain training evaluations from such CSRs. Sykes Europe's, Sykes Asia's and Sykes US' compliance with this provision shall not relieve Sykes Europe, Sykes Asia and Sykes US of their independent obligations to achieve Performance Standards.

4.3  Performance Standards

Sykes Europe, Sykes Asia and Sykes US shall perform their respective Services to the Performance Standards set out in the Schedule. Sykes Europe, Sykes Asia and Sykes US further acknowledge and agree that a consistent failure to meet the standards, goals and objectives identified in the Performance Metrics shall be deemed to be a material breach of this Agreement as specified in Clause 14.3.

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5.  REMUNERATION [subject to charges schedule]

5.1  Invoicing

(a)
Within nineteen (19) days of the end of each Adobe Financial Month during the Contract Term, Sykes Europe and Sykes Asia shall invoice Adobe Benelux and Sykes shall invoice US Adobe Systems for all work carried out in the previous Adobe Financial Month calculated as set out in the Charges Schedule. Such invoices shall clearly specify amounts due for each of the Services in accordance with the Performance Standards and the Charges Schedule. Unless otherwise requested by Adobe, invoices from Sykes Asia shall be submitted to Adobe Benelux billed in Philippine Pesos, invoices from Sykes Europe shall be submitted to Adobe Benelux billed in Pound Sterling, and invoices from Sykes US shall be submitted to Adobe Systems billed in US Dollars. Each invoice shall be accompanied by such supporting documentation and vouchers as Adobe Benelux or Adobe Systems may reasonably require. Except as provided in Clause 5.2, and further provided that such invoice is accurate and fully supported, Adobe Benelux and Adobe Systems, as appropriate, agree to pay each such invoice within sixty (60) days of the date of such invoice which for the avoidance of doubt shall be the date of the end of the relevant Adobe Financial Month.

(b)
Within nineteen (19) days of the end of each Adobe Financial Month, Sykes Europe, Sykes Asia and Sykes US shall also provide Adobe Benelux or Adobe Systems, as appropriate, with a written statement of the amounts received by Sykes Europe, Sykes Asia and Sykes US on behalf of Adobe Benelux or Adobe Systems, as appropriate, during the previous Adobe Financial Month from all sources in relation to Services provided. Sykes Europe, Sykes Asia and Sykes US shall each ensure that all sums received or receivable in this respect shall be payable to and paid to Adobe Benelux and Adobe Systems, as appropriate, and shall be paid into such nominated Adobe Benelux and Adobe Systems accounts, as appropriate, and as Adobe Benelux and Adobe Systems shall notify Sykes Europe, Sykes Asia and Sykes US, as appropriate, from time to time. In no event and under no circumstances shall Sykes Europe, Sykes Asia and Sykes US receive sums from any End Users or Members or in any other manner on its own account in relation to the Services but if for any reason any such sums are received, they shall be held in trust for Adobe Benelux or Adobe Systems, as appropriate, and immediately paid to Adobe Benelux or Adobe Systems in such manner as Adobe Benelux or Adobe Systems shall direct.

5.2  Withholding Payment

Without prejudice to its other rights hereunder neither Adobe Benelux nor Adobe Systems shall not be obliged to make payment of any sums pursuant to Clause 5.1 if:

(a)
Sykes Europe, Sykes Asia or Sykes US has unreasonably refused or failed to perform any Services as and when requested by Adobe Benelux or Adobe Systems, as appropriate; or

(b)
Sykes Europe, Sykes Asia or Sykes US has failed to perform any or all of the Services in accordance with the Performance Metrics such that, in Adobe Benelux' or Adobe Systems' judgement, there has been or is likely to be a materially adverse effect on the Service(s) in question; or

(c)
any of the circumstances specified in Clause 14.3 has arisen.

5.3  No Expenses

Except as specifically provided herein Sykes Asia, Sykes Europe and Sykes US shall not be entitled to receive any remuneration or be reimbursed in respect of any expenses incurred by it in the performance of its duties hereunder.

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5.4  VAT

Unless otherwise agreed by Adobe in writing, all payments due hereunder shall be exclusive of Value Added Tax or its equivalent and shall be made in US dollars.

5.5  Accounts and Records

(a)
Sykes Asia, Sykes Europe and Sykes US shall each keep full, adequate and accurate books of account and other records reflecting the management, operation and financial results of the Services at its normal place of business. Such books and records shall, at all times, be kept in all material respects in accordance with good administrative, and secretarial practice and generally accepted accounting principles. Title to such books and records shall vest in Sykes Asia, Sykes Europe or Sykes US, as appropriate.

(b)
Such books of account and all relevant records shall be open upon reasonable prior notice during normal working hours and at reasonable intervals for inspection by a duly authorized representative or representatives of Adobe Benelux or Adobe Systems for the purpose of verifying the accuracy of all payments made or to be made by or to Adobe Benelux or Adobe Systems pursuant to this Clause 5. Provided that Adobe Benelux or Adobe Systems has access to all information necessary to verify the accuracy of all payments made to or to be made by Adobe Benelux or Adobe Systems, as appropriate, pursuant to this Clause 5, Sykes Asia, Sykes Europe and Sykes US shall not be obligated to provide Adobe Benelux or Adobe Systems, as appropriate, with access to records relating to their profitability in the provision of Services or access to any records containing their other client information. For the avoidance of doubt, where such records may contain Adobe Benelux or Adobe Systems information and information relating to other Sykes Asia, Sykes Europe and Sykes US clients, Sykes Asia, Sykes Europe and Sykes US shall provide Adobe Benelux or Adobe Systems, as appropriate, with properly redacted versions of such records.

5.6  Interest

Interest shall be payable on all sums which are due and payable hereunder to or by Adobe Benelux or Adobe Systems (other than amounts which are the subject of a bona fide dispute between the parties) from the due date for payment as specified herein until payment in full is made at the rate of 1.5% per month or the maximum rate permitted by law, whichever is lower.

5.7  Review

Without prejudice to the other provisions of this Clause 5 but subject to the provisions of Clause 5.8, the parties agree that the Charges Schedule shall be reviewed by the parties on an annual basis with the first such review occurring one (1) year after the Effective Date. Such reviews shall be conducted in order to ensure that the Charges Schedule is competitive. If, following any such review, the parties are not able to agree a new Charges Schedule, the last Charges Schedule shall remain in force until the next review subject to this Clause 5. It is acknowledged and agreed between the parties that, notwithstanding each such review, there is no obligation on Adobe Benelux or Adobe Systems to instruct Sykes Asia, Sykes Europe and Sykes US, as appropriate, to provide Adobe Benelux or Adobe Systems with any Service during the Contract Term.

5.8  Most Favorable Terms

If at any time during the Contract Term Sykes Asia, Sykes Europe and Sykes US or any Sykes Associated Company provides services similar to the Services or any of them to any third party on terms which are more favourable in respect of such services than the terms provided herein then the parties agree that the terms applying to provision of such Services hereunder shall at the request of Adobe Benelux or Adobe Systems, as appropriate, be amended to provide for such favourable terms but nothing contained in this Clause 5.8 shall oblige Sykes Asia, Sykes Europe and Sykes US to disclose the identity of any such third party. Sykes Asia, Sykes Europe and Sykes US shall be bound to appropriately inform Adobe Benelux or Adobe Systems immediately if any such circumstances arise.

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6.  CLIENT GROUP MANAGER

In order for Adobe Benelux and Adobe Systems to monitor and review the appropriate Services, Sykes Asia, Sykes Europe and Sykes US undertake and agree to appoint one individual to be primarily responsible to Adobe for the Services who shall be the Client Group Manager. The Client Group Manager shall meet with such of Adobe Benelux' or Adobe Systems' management, as appropriate, and, as Adobe Benelux or Adobe Systems shall deem necessary, no less frequently than once each month during the Contract Term, or more frequently if this is required by the relevant Performance Standard or by Adobe Benelux or Adobe Systems at any time during the Contract Term. In addition, Sykes Asia, Sykes Europe and Sykes US undertake and agree to appoint a separate service manager for each or any of the Services, if requested by Adobe Benelux or Adobe Systems. For the avoidance of doubt this Clause 6 is without prejudice to any other managing structure requirement or reporting requirement specified in any Performance Standards or Performance Metrics or elsewhere in this Agreement.

7.  RISK AND INSURANCE

7.1  Adobe Benelux and Adobe Systems Property

Sykes Asia, Sykes Europe and Sykes US agree that all property of Adobe Benelux or Adobe Systems to be held in their possession of or under their control pursuant to this Agreement shall be held at the risk and liability of Sykes Asia, Sykes Europe and Sykes US, as appropriate, notwithstanding that title to such property shall at all times remain with Adobe Benelux or Adobe Systems, as appropriate.

7.2  Insurance

Sykes Asia, Sykes Europe and Sykes US shall obtain and maintain Commercial General Liability (including Products and Completed Operations coverage and Contractual Liability Coverage), Workers' Compensation and Employers Liability according to statute and Professional Indemnity insurance policies with limits of not less than [] for each of such policies and All Risk Property Coverage with limits covering no less than the full value of all Adobe Property and Inventory. All insurance policies must be written through insurers rated no less than A- by AM Best and must be Admitted in the location being insured. Coverage must be affected in respect of Vendor's liabilities hereunder both during the Contract Term and for a period of five years after its expiry or termination. For as long as such insurance is required as aforesaid, upon request by Adobe, Sykes Europe, Sykes Asia and Sykes US shall submit to Adobe certificates of insurance evidencing all relevant insurance policies which will be provided at least 30 days prior to renewal or material change in coverage; such evidence of payment of premiums (including payment receipts) as Adobe shall reasonably require in respect of such insurance to show that it has been obtained and renewed. Adobe shall be named Additional Insured under all liability policies. All policies will be primary and non-contributing and will provide waivers of subrogation for Adobe.

8.  CONFLICT OF INTEREST AND PUBLICITY

8.1  Good faith

Each party undertakes at all times to perform its obligations and exercise its rights hereunder with the utmost good faith (which includes in the case of Adobe Benelux and Adobe Systems the right to assign).

CONFIDENTIAL TREATMENT REQUESTED

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8.2  Press Releases

The parties agree that neither of them shall make any press release or originate any other publicity regarding this Agreement or the Services or make any announcement or publication whatsoever which involves the name of the other party without the prior written consent of the other party hereto. Without prejudice to the foregoing generality, neither party shall at any time without the prior written consent of the other party make or cause or give permission to any employee or any third party to make any untrue or misleading statement in relation to Sykes Asia, Sykes Europe and Sykes US, any Sykes Associated Company, Adobe Benelux and/or Adobe Systems, nor in particular after the termination of this Agreement represent or cause or permit any representation to be made that Sykes Asia, Sykes Europe or Sykes US is connected with Adobe Benelux and/or Adobe Systems in relation to the provision of the Services save as required by law or as is publicly available.

9.  CONFIDENTIALITY

9.1  Confidential Information and Materials

(a)
For the purposes of this Agreement, "Confidential Information" shall mean any and all technical and non-technical information in any form, including patent, trade secret and proprietary information, techniques, sketches, drawings, models, inventions, know-how, processes, apparatus, equipment, algorithms, software programs, software source documents, and formulae related to current, future and proposed products and services of Adobe Benelux or Adobe Systems, as appropriate, and includes, without limitation, its respective information concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing, manufacturing, customer lists, business forecasts, sales and merchandising, and marketing plans and information. Without prejudice to the foregoing generality, "Confidential Information" shall also include any and all information contained in any and all Adobe Databases to which Sykes Asia, Sykes Europe or Sykes US may have access under this Agreement.

(b)
For the purposes of this Agreement, "Confidential Materials" shall mean all tangible materials containing Confidential Information including, without limitation, all written or printed documents and computer disks, tapes or CD-ROMs, whether machine or user readable, all PDF (portable document format) files and databases containing any Confidential Information.

9.2  Property of Adobe Benelux and Adobe Systems

All Confidential Information and/or Confidential Materials, and any Intellectual Property rights embodied therein, shall remain the sole and exclusive property of Adobe Benelux or Adobe Systems, as appropriate hereunder. Upon termination or expiry of this Agreement, all Confidential Materials, including any copies thereof which Adobe Benelux or Adobe Systems has authorized Sykes Asia, Sykes Europe and Sykes US to make, as appropriate, shall be returned to Adobe Benelux or Adobe Systems, as appropriate, immediately.

9.3  Restrictions

Sykes Asia, Sykes Europe and Sykes US agree that it shall not make use of, disseminate or in any way disclose the Confidential Information or the Confidential Materials to any person, firm, business, company or organization, except to the extent necessary to strictly comply with its obligations hereunder and only to those individuals who sign the Non-Disclosure Agreement provided by Adobe. For the avoidance of doubt, (a) Sykes Asia, Sykes Europe and Sykes US shall each not be entitled to use the Confidential Information and/or the Confidential Materials for any purpose other than to the extent strictly necessary to comply with its obligations hereunder. Sykes Asia, Sykes Europe and Sykes US shall each not circulate (by fax, electronic mail or any other method) any of the Confidential Materials to any End User and (b) the Confidential Materials are provided to Sykes Asia, Sykes

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Europe and Sykes US to use as a resource in providing the Services and Sykes Asia, Sykes Europe and Sykes US shall each not publish any of the Confidential Materials.

9.4  Degree of Care

Without prejudice to any other obligation under this Agreement, Sykes Asia, Sykes Europe and Sykes US agree that it shall treat all Confidential Information and all Confidential Materials with the same degree of care as it accords to its own confidential information, and Sykes Asia, Sykes Europe and Sykes US each represent that it uses best efforts to protect its confidential information. Sykes Asia, Sykes Europe and Sykes US may each disclose the Confidential Information and the Confidential Materials only to their employees who have signed a nondisclosure agreement to such effect and who have a need to know such Confidential Information and/or need to use such Confidential Materials and who have previously agreed in writing to be bound by the terms and conditions of this Agreement as they relate to Confidential Information and Confidential Materials.

9.5  Care of Confidential Information

Adobe Benelux and Adobe Systems each agree to treat as confidential any information which is proprietary to Sykes Asia, Sykes Europe and Sykes US and is made available to Adobe Benelux and Adobe Systems during the Contract Term at Adobe Benelux' and Adobe Systems' request, and to ensure that all appropriate precautions are in place to ensure that all such confidential information is treated as confidential by it, its officers and employees. Sykes Asia, Sykes Europe and Sykes US each agree to treat as confidential any information which is proprietary to Adobe Benelux and Adobe Systems and is made available to Sykes Asia, Sykes Europe or Sykes US during the Contract Term and to ensure that all appropriate precautions are in place to ensure that all such confidential information is treated as confidential by it, its officers and employees, and not limited to procedures for securing such Confidential Information in separate and locked locations as may be appropriate. The foregoing obligation shall cease when the said information enters the public domain, provided that this was not the result of a breach of the foregoing obligation by the recipient party of the information. Adobe Benelux and Adobe Systems each reserves the right to disclose information provided by Sykes Asia, Sykes Europe and Sykes US, as appropriate, in the event of any legal or administrative authority in any relevant jurisdiction so requesting such information, as well as in the event of any proceedings, either legal or administrative, in order to preserve Adobe Benelux' or Adobe Systems' interests PROVIDED THAT Adobe Benelux or Adobe Systems shall use all reasonable efforts to ensure that Sykes Asia, Sykes Europe and Sykes US, as appropriate, is notified before such disclosure (if possible) or immediately thereafter.

10.  SYKES ASIA, SYKES EUROPE AND SYKES US UNDERTAKINGS

10.1  Undertakings

Sykes Asia, Sykes Europe and Sykes US each hereby agree that during the Contract Term each will:

(a)
require all employees and independent contractors to sign any confidentiality agreement, as may be provided by Adobe, prior to any access to Adobe proprietary or Confidential Information; and shall perform background investigations to include, at a minimum, criminal checks, both felony and misdemeanors and appropriate social security verification;

(b)
shall not allow unauthorized employees, contractors or visitors access to Adobe proprietary or Confidential Information or controlled-access areas;

(c)
shall maintain visitor logs for any controlled access areas containing Adobe proprietary or Confidential Information and/or other high risk assets materials, as may be identified by Adobe from time to time, such logs available for review by Adobe upon request;

(d)
take such action in relation to its employees, agents and sub-contractors as Adobe Benelux or Adobe Systems may from time to time reasonably require in order to secure the effective

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performance by Sykes Asia, Sykes Europe and Sykes US of its respective obligations hereunder;

(e)
without prejudice to the obligations contained in Clause 3.9 of this Agreement, ensure that all systems, equipment, machinery and/or software employed by Sykes Asia, Sykes Europe and Sykes US for provision of their respective Services shall be of adequate quality for the performance of such Services and shall ensure that they are well maintained and shall ensure that all payments due to third parties in respect thereof whether by way of maintenance or otherwise shall be timeously paid save in the case of any bona fide dispute;

(f)
not, to the best of its knowledge and belief, make any illegal use of any software licensed from any third party in the performance of Services;

(g)
not use Adobe Benelux' or Adobe Systems' trade marks, trade names, service marks or logo(s) (except as expressly permitted hereunder in relation to the Services) without obtaining appropriate Adobe Benelux' or Adobe Systems' prior written consent;

(h)
not sub-contract its performance of any or all of the Services to any third party or appoint an agent without Adobe Benelux' or Adobe Systems' prior written consent and such consent shall only be given inter alia (i) on the basis that Sykes Asia, Sykes Europe and Sykes US each remain entirely liable for the acts and omissions of each such sub-contractor or agent and (ii) provided that each such sub-contractor or agent expressly agrees to assign to Adobe Benelux or Adobe Systems, as appropriate, or such party(ies) as Adobe Benelux or Adobe Systems, as appropriate, may designate all Intellectual Property that the sub-contractor or agent may create or develop in its provision of the Service(s) on like terms to those contained in Clause 3.8;

(i)
perform the Services in conformity with all local laws in the territories covered by this Agreement, including but not limited to those in the area of data protection, taxation, privacy, competition and advertising;

(j)
without prejudice to Clause 10.1(i), in collecting, processing, recording, storing, registering, disclosing, transferring and using data and in maintaining records, comply fully with any applicable privacy protection regulations, data protection regulations and other applicable laws. Without limiting the generality of the foregoing, Sykes Asia, Sykes Europe and Sykes US shall each make all appropriate registrations and shall each apply for all appropriate authorizations, approvals, and/or licences so as to enable an inspection and/or audit as may be appropriate or the transfer of the data to Adobe Benelux or Adobe Systems, as appropriate, and any third party(ies) designated by Adobe Benelux or Adobe Systems, as appropriate, and their corresponding holding and use by Adobe Benelux or Adobe Systems and any third party(ies) designated by Adobe Benelux or Adobe Systems for any purposes specified by Adobe Benelux or Adobe Systems, as appropriate, and insofar as permitted under the applicable privacy protection regulations and the applicable data protection regulations. Sykes Asia, Sykes Europe and Sykes US shall each defend, indemnify and hold Adobe Benelux and Adobe Systems and its successors, officers, directors and employees and all third party(ies) designated by Adobe Benelux or Adobe Systems, as appropriate, harmless against any and all costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to reasonable legal fees) made against or incurred by the indemnified party in respect of claims by any person whose data are registered, or by any government entity enforcing privacy regulations, data protection regulations or any other applicable laws, or any other party based on any regulations or any other applicable laws in connection with the data collected, processed, stored, registered, disclosed, maintained or transferred by Sykes Asia, Sykes Europe or Sykes US or in connection with the use by Adobe Benelux or Adobe Systems or any other party(ies) designated by Adobe Benelux or Adobe Systems, as appropriate, of such data provided that Adobe Benelux or Adobe Systems has complied with

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its obligations under applicable data protection regulations and any other relevant regulations in respect of such data. Sykes Asia, Sykes Europe and Sykes US' obligations of indemnification shall survive the expiry or termination of this Agreement.

10.2  Third Parties

For the purposes of this Clause 10, "third party" shall include, without limitation, any Sykes Associated Company.

10.3  Facility Certification

Unless otherwise approved by Adobe, any Services by Sykes Europe, Sykes Asia and Sykes US from call or fulfillment centers shall be provided at the Europe Call Center Facility, Asia Call Center Facility and North America Call Center Facility, respectively. Each call center facility shall comply with any standards and specification provided herein or otherwise agreed to by the parties from time to time. The North America Call Center Facility shall be certified by Sykes US to comply with the COPC-2000 technical support standard by []. Sykes further agrees that the Europe Call Center Facility, Asia Call Center Facility and any other international site supporting Adobe Benelux' technical support business shall comply with the COPC-2000 technical support standard and any other international technical support standard, as agreed to by Sykes and Adobe Benelux, by []. Sykes Europe, Sykes Asia and Sykes US, as appropriate, shall be compliant to the customer metrics and reporting requirements, available at www.copc.com, by January 1, 2000.

11.  LIABILITY

11.1  Errors or Omissions

Sykes Asia, Sykes Europe and Sykes US each agree to indemnify and hold harmless Adobe Benelux and Adobe Systems, as appropriate, and its successors, officers, directors and employees from all and any costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to Adobe Benelux' and Adobe Systems' reasonable legal fees) made against or incurred by the indemnified party as a result of misrepresentation, wilful or negligent act, error or omission on the part of Sykes Asia, Sykes Europe and Sykes US, its employees or sub-contractors arising out of or in any way connected with Sykes Asia's, Sykes Europe's and Sykes US' performance of the Services.

11.2  Data Corruption

Without prejudice to their obligations hereunder, Sykes Asia, Sykes Europe and Sykes US each shall take all reasonable steps in the performance of their respective Services to secure that any data (which is made available to and/or processed by Sykes Asia, Sykes Europe and Sykes US) and the Adobe Benelux or Adobe Systems networks do not suffer from any corruption, deterioration or alteration or addition to them (other than as specifically provided for in terms of this Agreement) or the generation of any errors, defects or malfunctions therein caused by:

(a)
the use or failure of use by Sykes Asia, Sykes Europe and Sykes US of any code, data, media, material, firmware, or software at any time during the Contract Term; or

(b)
any computer instruction, circuitry, "virus", "worm", "Trojan horse" or "logic bomb" (as these words are generally understood as at the Effective Date within the computer industry) or any other technological means whose purpose is to disrupt, damage or interfere with Adobe Benelux' or Adobe Systems' use, as appropriate, of its computer and/or telecommunications facilities, or any other similar matter or thing resulting from such use or failure as specified in Clause 11.2(a) which comes into existence or is introduced during the Contract Term.

* CONFIDENTIAL TREATMENT REQUESTED

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11.3  Other Liabilities

Without prejudice to the provisions of Clause 11.1 Sykes Asia, Sykes Europe and Sykes US each hereby agree to defend, indemnify and hold harmless Adobe Benelux and Adobe Systems and its successors, officers, directors and employees from all and any costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceeding and demands of every kind or nature (including but not limited to Adobe Benelux' and Adobe Systems' reasonable legal fees) made against or incurred by the indemnified party arising from:

(a)
the misuse by Sykes Asia, Sykes Europe or Sykes US of any Adobe Database to which it may have access hereunder or of any part thereof: and/or

(b)
any failure by Sykes Asia, Sykes Europe or Sykes US to carry out any or all of their respective Services strictly in accordance with its obligations in this Agreement and/or in respect of any negligent act or omission of Sykes Asia, Sykes Europe or Sykes US in the provision of any or all of their respective Services.

11.4  Notification of Claims

If any action or claim shall be brought against Adobe Benelux or Adobe Systems in respect of which indemnity may be sought from Sykes Asia, Sykes Europe or Sykes US under this Agreement, Adobe Benelux or Adobe Systems shall promptly notify Sykes Asia, Sykes Europe and Sykes US, as appropriate, in writing, specifying the nature of the action and the total monetary amount sought or other such relief as is sought therein. Adobe Benelux and Adobe Systems shall co-operate with Sykes Asia, Sykes Europe and Sykes US, as appropriate, at Sykes Asia, Sykes Europe and Sykes US' expense, as appropriate, in all reasonable respects in connection with the defense of any such action. Sykes Asia, Sykes Europe and Sykes US each undertakes to conduct all proceedings or negotiations in connection therewith, assume the defense thereof, and shall also undertake all other required steps or proceedings to settle or defend any such action, including the employment of counsel which shall be satisfactory to Adobe Benelux and Adobe Systems (acting reasonably), and payment of all expenses. Adobe Benelux and Adobe Systems shall have the right to employ separate counsel and participate in the defense thereof. As part of the indemnity contained in this Agreement, Sykes Asia, Sykes Europe and Sykes US shall reimburse Adobe Benelux and Adobe Systems upon demand for any payments made or loss suffered by it, based upon the judgement of any court of competent jurisdiction or pursuant to a bona fide compromise or settlement of claims, demands or actions, in respect of any damages to which the foregoing relates.

11.5  No Indemnity

Nothing in this Agreement shall render Adobe Systems or Adobe Benelux liable to indemnify Sykes Asia, Sykes Europe, Sykes US or any third party in respect of any liability of any kind incurred by Sykes Asia, Sykes Europe, Sykes US or any third party.

11.6  Survival of Terms

The indemnities given by Sykes Asia, Sykes Europe or Sykes US pursuant to this Clause 11 shall survive the termination or expiry of this Agreement however caused.

11.7  Maximum Liability

Subject to the provisions of Clause 11.8, the maximum individual aggregate liability of Sykes US separately, Sykes Europe or Sykes Asia, under this Agreement or otherwise (whether or not caused by the negligence of Sykes Asia, Sykes Europe or Sykes US, its employees or sub- contractors) arising out of or connected with the provision or purported provision of or failure in the provision of their respective Services to Adobe Benelux or Adobe Systems, as appropriate, including the indemnities given hereunder, but specifically excluding any breach or breaches by Sykes Asia, Sykes Europe or Sykes US of any obligation to collect, remit or pay to Adobe Benelux or Adobe Systems, as appropriate, any sums owed them by Sykes Asia, Sykes Europe or Sykes US or any third party in

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connection with the Services (in which case their liability shall be unlimited), shall in no circumstances be greater than US$[].

11.8  No Exclusion for Death/Personal Injury

Neither party excludes or limits its liability for death or personal injury to the extent only that the same arises as a direct result of the negligence of that party or its employees.

11.9  Exclusion for Adobe Benelux or Adobe Systems Default

Sykes Asia, Sykes Europe and Sykes US each expressly exclude and/or limits its liability hereunder to the extent that such liability arises by reason of any default (whether wilful or negligent) by Adobe Benelux or Adobe Systems, as appropriate, in the performance of its obligations hereunder.

12.  ADOBE BENELUX OR ADOBE SYSTEMS SUPPORT

12.1  Technical Information

Provided all necessary security is in place prior to any access, Adobe Benelux and Adobe Systems each agrees to make available to Sykes Asia, Sykes Europe or Sykes US, as appropriate, all information, technical knowledge, product sales information, documentation and support which may be reasonably required by Sykes Asia, Sykes Europe and Sykes US to provide their respective Services but that on the understanding that Sykes Asia, Sykes Europe and Sykes US shall be deemed to have the expertise and ability of a reasonably skilled provider of services similar to their respective Services. Adobe Benelux and Adobe Systems shall, as appropriate, ensure that Sykes Asia, Sykes Europe and Sykes US each have access to all necessary networks and Adobe Databases for the purpose of providing their respective Services hereunder. For the avoidance of doubt, any and all information provided by Adobe Benelux or Adobe Systems to Sykes Asia, Sykes Europe or Sykes US, as appropriate hereunder, shall be deemed to be Confidential Information of Adobe Benelux or Adobe Systems, as appropriate.

12.2  License of Products

Without prejudice to the other provisions hereof, Adobe Benelux and Adobe Systems each undertakes and agrees to grant or procure for Sykes Asia, Sykes Europe and/or Sykes US, as appropriate, a non- exclusive, non-transferable, royalty-free limited license to use such number of copies of each Adobe Product as Adobe Benelux or Adobe Systems may deem necessary for Sykes Asia, Sykes Europe or Sykes US, as appropriate, to perform each of the Services PROVIDED THAT Sykes Asia, Sykes Europe or Sykes US each shall not use any Adobe Product for any purpose other than the performance of the relevant Service for which the relevant license is granted, and further provided that (without prejudice to Clause 13) Sykes Asia, Sykes Europe and Sykes US each shall at all times comply with the terms and conditions of Adobe Benelux' or Adobe Systems' End User licence agreement for such Adobe Products.

CONFIDENTIAL TREATMENT REQUESTED

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13.  PERMITTED USES AND INTELLECTUAL PROPERTY RIGHTS

13.1  Restriction

Sykes Asia, Sykes Europe and Sykes US each agree not to translate any Adobe Product into another computer language, in whole or in part. Sykes Asia, Sykes Europe and Sykes US each shall not make copies or make media translations of any Adobe Product including without limitation any user documentation supplied herewith in whole or in part without appropriate Adobe Benelux or Adobe Systems prior written approval. Sykes Asia, Sykes Europe and Sykes US each agree that if, for any reason, it comes into possession of any source code or portion thereof for any Adobe Product not provided by Adobe Benelux or Adobe Systems or its licensors as a part of an Adobe Product it shall not use or disclose such source code and it shall immediately deliver all copies of such source code to Adobe Benelux or Adobe Systems, as appropriate. Nothing contained in this Agreement shall be interpreted so as to exclude or prejudice the rights (if any) of Sykes Asia, Sykes Europe and Sykes US or any End User under the European Directive on the Legal Protection of Computer Programs (as implemented in the relevant jurisdiction) with respect to the Adobe Products.

13.2  Safeguarding Products

Sykes Asia, Sykes Europe and Sykes US agree to take all reasonable action to safeguard the Products while in its possession against all probable or foreseeable risks or wrongful obtaining by others and shall take such security measures as are reasonably necessary for those purposes.

13.3  Adobe's Intellectual Property

(a)
Sykes Asia, Sykes Europe and Sykes US acknowledge that the structure, organization and code of the Adobe Products are proprietary to Adobe Systems, its licensors and suppliers, and that the Products, including but not limited to any manuals and marketing materials, are the Intellectual Property of Adobe Systems, its licensors and suppliers. Adobe Systems, its licensors and/or suppliers retain exclusive ownership of the Intellectual Property rights vested in the Products and any and all trade marks licensed to Sykes Asia, Sykes Europe and Sykes US, as appropriate, in accordance with Clause 3.7 (the "Trade Marks") and Sykes Asia, Sykes Europe and Sykes US each shall take all reasonable measures to protect the Intellectual Property rights of Adobe Systems, its licensors and suppliers in the Products and the Trade Marks including but not limited to providing such assistance and taking such measures as are reasonably requested by Adobe Systems from time to time.

(b)
Except as provided herein, Sykes Asia, Sykes Europe and Sykes US is not granted any rights to any Intellectual Property or any other rights, franchises or licences with respect to the Trade Marks. Without prejudice to the foregoing, Sykes Asia, Sykes Europe and Sykes US each acknowledge and agree that any and all Intellectual Property rights in and to any Adobe Database to which Sykes Asia, Sykes Europe or Sykes US may have access hereunder are and shall remain the Intellectual Property of Adobe Benelux, Adobe Systems, its licensors and/or suppliers. Sykes Asia, Sykes Europe or Sykes US each hereby assign any and all present and future Intellectual Property rights, if any, in Sykes Asia's, Sykes Europe's and Sykes US' updates of the Adobe Databases and any authoring, localization or translation by Sykes Asia, Sykes Europe or Sykes US of any items(s) contained in or entered into any Adobe Database to which Sykes Asia, Sykes Europe or Sykes US has access under this Agreement or any data contained therein, to Adobe Systems. Sykes Asia, Sykes Europe and Sykes US each shall procure waivers of all moral or similar rights which may from time to time subsist in relation to such updates and other works. At any time upon first request, Sykes Asia, Sykes Europe and Sykes US shall take all steps, sign all documents and otherwise fully co-operate with Adobe to secure a binding transfer and waiver of all such rights to Adobe Systems or Adobe Benelux, as requested, all on like terms to those contained in Clause 3.8.

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(c)
For the avoidance of doubt, all rights of any nature in the Sales and Registration Database (other than Sykes Asia's, Sykes Europe's and Sykes US' or any third party's rights in the underlying software and file and database structures) shall belong to Adobe Benelux or Adobe Systems, as appropriate. Such rights include, but are not limited to database rights and the right to regard such database and all data contained therein as confidential information. Should Adobe Benelux or Adobe Systems wish at any time to relocate, duplicate or transfer the Sales and Registration Database to a location within their own network, Sykes Asia, Sykes Europe and Sykes US, as appropriate, undertake fully and effectively to co-operate with any such relocation, duplication and/or transfer as required by Adobe Benelux or Adobe Systems on such terms as the parties shall agree.

13.4  Intellectual Property Infringement

(a)
Subject to the limitations set forth in this Clause 13.4 and Clause 13.5, Adobe Benelux or Adobe Systems, depending on in which country the claim arises, shall defend and indemnify Sykes Asia, Sykes Europe or Sykes US with respect to all claims, suits or proceedings with respect to any claim that any Adobe Product delivered to Sykes Asia, Sykes Europe or Sykes US by Adobe Benelux or Adobe Systems, as appropriate, in order to allow Sykes Asia, Sykes Europe or Sykes US to fulfill its obligations hereunder infringes any patent, trade mark or copyright provided, however, that (i) Sykes Asia, Sykes Europe or Sykes US promptly notifies Adobe Benelux or Adobe Systems, as appropriate, in writing of such claim, suit or proceeding (ii) Sykes Asia, Sykes Europe or Sykes US gives Adobe Benelux or Adobe Systems, as appropriate, the right to control and direct the investigation, preparation, defense and settlement of any such claim, suit or proceeding (iii) Sykes Asia, Sykes Europe and Sykes US makes no admission of liability, (iv) Sykes Asia, Sykes Europe and Sykes US gives assistance and full co-operation for the defense of same as requested at Adobe Benelux' or Adobe Systems' expense, as appropriate, and further provided that their liability with respect to portions of the Adobe Products provided by or licensed from third parties will be limited to the extent that Adobe Benelux or Adobe Systems is indemnified by such third parties, and (v) the indemnification is limited only of copyrights, trademarks and patents registered or issued in the United States, Switzerland, Australia and European Union countries. Adobe Benelux and Adobe Systems, as appropriate, shall pay any resulting damages, costs and expenses finally awarded or as a result of a settlement made by Adobe Benelux or Adobe Systems to a third party but Adobe Benelux and Adobe Systems are not and shall not be liable for such amounts or for settlements incurred by Sykes Asia, Sykes Europe or Sykes US without its written authorization. If such claim, suit or proceeding has occurred or in Adobe Benelux' or Adobe Systems' opinion is likely to occur, Adobe Benelux or Adobe Systems may at its election and expense either obtain for Sykes Asia, Sykes Europe or Sykes US, as appropriate, the right to continue performing their respective Services with regard to such allegedly infringing Adobe Product, replace or modify the Adobe Product so it is not infringing or remove such Adobe Product from this Agreement;

(b)
The provisions of the indemnity set out in Clause 13.4(a) shall not apply with respect to any instances of alleged infringement based upon or arising out of the use of Adobe Products other than as strictly permitted under this Agreement or in any manner for which the Adobe Products were not designed, or for use of the Adobe Products for other than the uses designated by Adobe Benelux or Adobe Systems, for use of any Adobe Product which has been modified by Sykes Asia, Sykes Europe or Sykes US, as appropriate, or any third party (except to the extent such modifications are authorized and approved in writing by Adobe Benelux or Adobe Systems, as appropriate, or expressly permitted hereunder) or for use of any Adobe Products in connection with or in combination with any equipment, devices or software which have not been supplied by Adobe Benelux or Adobe Systems (if such infringement or claim could have been avoided by use of the Adobe Products with other equipment, devices or software). Notwithstanding any other provisions hereof, the indemnity

25

set out in Clause 13.4(a) shall not apply with respect to any infringement based on Sykes Asia's, Sykes Europe's and Sykes US' activities occurring subsequent to its receipt of notice of any claimed infringement unless Adobe Benelux or Adobe Systems shall have given Sykes Asia, Sykes Europe or Sykes US, as appropriate, written permission to continue to use the relevant Adobe Product;

(c)
THE FOREGOING CLAUSES 13.4(a) AND (b) STATE THE SOLE AND EXCLUSIVE REMEDY OF SYKES ASIA, SYKES EUROPE OR SYKES US AND THE ENTIRE LIABILITY AND OBLIGATION OF ADOBE, ITS LICENSORS AND SUPPLIERS WITH RESPECT TO INFRINGEMENT OR CLAIMS OF INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHT BY THE PRODUCTS OR ANY PART THEREOF.

14.  TERM AND TERMINATION

14.1  Term

Notwithstanding the date or dates of execution hereof, this Agreement shall be deemed to be effective as of the Effective Date and subject to the provisions of Clause 17.2 shall continue for the Contract Term whereupon it shall automatically expire. There shall be no automatic renewals of this Agreement. This Agreement may only be renewed by the written agreement of both parties.

14.2  Termination

A party shall have the right at all times by giving notice in writing to the other appropriate party to terminate this Agreement forthwith on the occurrence of any of the following events:

(a)
if the other party commits a breach of any of the terms of this Agreement and fails to remedy the same within 14 days of written notice from the first party requesting remedy of such material or persistent breach and so that for this purpose a breach by any employee, agent or sub-contractor of either party of any of the terms of this Agreement shall be deemed to be a breach by that party;

(i)
for the avoidance of doubt, if a party commits a material or persistent breach which is not remedied pursuant to Clause 14.2(a)(i) then the other party shall be entitled to rescind this Agreement and/or seek damages from the party in breach;

(ii)
for the purposes of this Clause 14.2, "persistent breach" shall mean breaches which in their cumulative effect materially affect the performance of the relevant party's obligations;

(iii)
for the further avoidance of doubt, it is acknowledged and agreed that a material or persistent breach in the provision of any one (or more) of the Services shall entitle the party not in breach to terminate this Agreement.

(b)
if the other party is deemed unable to pay its debts (within the meaning of section 123(1) of the Insolvency Act 1986), or if an application for an administration order in relation to it is presented to the Court, or if any steps are taken by it with a view to proposing any kind of composition or arrangement involving its creditors generally (or any class of them), or if any administrative or other receiver or any manager of it or any of its property is appointed, or if any diligence, distress, execution or other process is levied, enforced or sued out against it or its assets and not discharged within 21 days, or if any meeting is convened, resolution passed, petition presented or order made for its winding up, or if an order is made or resolution passed or other action taken for suspension of payments, protection from creditors or bankruptcy of it, or if a liquidator, trustee or similar office is appointed in respect of it, or all or part of its assets (or if any similar event occurs in relation to either party in any jurisdiction outside the United Kingdom);

26

(c)
if either party shall be guilty of conduct tending to bring the other party and/or any associated company of the other (associated with Adobe or a Sykes Associated Company respectively) into disrepute;

(d)
for the purposes of this Clause 14.2, where the party in question is Sykes Asia, Sykes Europe or Sykes US, the party shall include any Sykes Associated Company which is involved in providing its respective Services or any of them whether under sub-contract or otherwise or any other sub-contractor whether or not such sub-contractor is registered in its geographic region.

14.3  Material Breach by Sykes Asia, Sykes Europe or Sykes US

It is hereby acknowledged and agreed that the following shall amount to a material breach of a term of this Agreement by Sykes Asia, Sykes Europe or Sykes US, such that Adobe Benelux or Adobe Systems, as appropriate, would be entitled to terminate this Agreement pursuant to Clause 14.2 (a):

(a)
where Adobe Benelux or Adobe Systems requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is linked to a Product which is specified by Adobe Benelux or Adobe Systems (acting reasonably) as being important and Sykes Asia, Sykes Europe or Sykes US fails to meet that end implementation date; or

(b)
where Adobe Benelux or Adobe Systems requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is linked to any campaign specified by Adobe Benelux or Adobe Systems (acting reasonably) as being important and Sykes Asia, Sykes Europe or Sykes US fails to meet that end implementation date; or

(c)
where Sykes Asia, Sykes Europe or Sykes US is in breach of any obligation of confidentiality imposed on it pursuant to this Agreement or is in breach of any security which is put in place at the request of Adobe Benelux or Adobe Systems, as appropriate, which in Adobe Benelux' or Adobe Systems' view (acting reasonably) has a significant adverse effect on Adobe Benelux' or Adobe Systems' business, as appropriate; or

(d)
where Sykes Asia, Sykes Europe or Sykes US has knowingly or negligently injured Adobe Benelux' or Adobe Systems' name or damaged Adobe Benelux' or Adobe Systems' goodwill; or

(e)
where Sykes Asia, Sykes Europe or Sykes US has used or misused Adobe Benelux' or Adobe Systems' name or any or its trade names, trade marks, service marks or logos other than as expressly provided in this Agreement; or

(f)
where Sykes Asia, Sykes Europe or Sykes US has knowingly or negligently used unlicensed third party software or has allowed any Product to be used other than as specified under this Agreement so far as is within its respective control; or

(g)
without prejudice to Part 2 of the Schedule where Sykes Asia, Sykes Europe or Sykes US has failed to meet any or all of the Performance Standards; or

(h)
where Sykes Asia, Sykes Europe or Sykes US has, in Adobe Benelux' or Adobe Systems' opinion, consistently failed to meet the standards, goals and targets identified in its respective Performance Metrics;

and, for the avoidance of doubt, time will be of the essence in meeting the various dates specified in paragraphs (a) and (b) of this Clause 14.3. For the avoidance of doubt (i) meeting its respective Performance Standards by Sykes Asia, Sykes Europe or Sykes US shall not he conclusive of Sykes Asia, Sykes Europe or Sykes US, as appropriate, being in compliance with its obligations under this Agreement (other than its obligations to meet its relevant Performance Standards) and (ii) the making of any and all deductions which may be applied by Sykes Asia, Sykes Europe or Sykes US in terms of

27

this Agreement shall be without prejudice to any and all other rights which Adobe Benelux or Adobe Systems, as appropriate, may have in respect of any breach including hut not limited to the right to terminate this Agreement.

14.4  Change of Control

Adobe Systems or Adobe Benelux shall be entitled to terminate this Agreement if (i) there is a change in the persons or entities who control 50% or more of the voting security or equity interests of Sykes Asia, Sykes Europe or Sykes US or (ii) in the event of a sale by Sykes Asia, Sykes Europe or Sykes US of 75% or more of its business which is involved in providing the Services.

14.5  Termination for Convenience

Notwithstanding the provisions of Clauses 3.1 and 14.1 of this Agreement, Adobe Systems and/or Adobe Benelux may terminate this Agreement at any time without cause and without judicial intervention and without prejudice to the rights and obligations of the parties which have accrued as at the date of termination upon one hundred twenty (120) days' prior written notice to the other party by registered mail with notice of receipt. Notwithstanding the provisions of Clauses 3.1 and 14.1 of this Agreement, Sykes Europe, Sykes Asia and/or Sykes US may terminate this Agreement at any time without cause and without judicial intervention and without prejudice to the rights and obligations of the parties which have accrued as at the date of termination upon [] prior written notice to the other party by registered mail with notice of receipt.

14.6  Consequences of Termination

(a)
On termination or expiry of this Agreement for any reason Sykes Asia, Sykes Europe or Sykes US will liaise with Adobe Benelux or Adobe Systems, as appropriate, making available for such purposes such Sykes Asia, Sykes Europe and Sykes US liaison staff as Adobe Benelux or Adobe Systems, as appropriate, may reasonably require and acting in good faith to ensure mutually satisfactory handover of the performance of the Services to Adobe Benelux or Adobe Systems, as appropriate, or to a replacement contractor(s). The period of liaison will commence as soon as notices have been given of termination of this Agreement (or the Agreement expires, as the case may be) and will continue for a maximum period of three months after termination or expiry unless otherwise agreed.

(b)
Sykes Asia, Sykes Europe and Sykes US each agrees that at the time of termination or expiry of this Agreement it will render all assistance (including that specified in paragraph (a) above), provide all documentation and undertake all actions to the extent necessary to effect an orderly assumption of the Services by Adobe Benelux or Adobe Systems, as appropriate, or by replacement contractor(s), subject to agreeing with Adobe Benelux or Adobe Systems, as appropriate, a fee for its reasonable costs and expenses in so doing without prejudice to any rights of Adobe Benelux or Adobe Systems, as appropriate, to claim damages in the event of termination arising from any breach of this Agreement by Sykes Asia, Sykes Europe and Sykes US. Without prejudice to the foregoing, Sykes Asia, Sykes Europe and Sykes US shall do all things required to transfer the Sales and Registration Database and all data contained therein to Adobe Benelux or Adobe Systems, as appropriate, or its replacement contractors, as above.

CONFIDENTIAL TREATMENT REQUESTED

28

(c)
Each party undertakes to return to the other party upon termination or expiry of this Agreement any equipment, software, documentation, information or other materials belonging to the other party. Without prejudice to the foregoing generality, Sykes Asia, Sykes Europe and Sykes US each shall deliver immediately to Adobe Benelux or Adobe Systems, as appropriate, all Confidential Information and/or Confidential Materials in its possession including but not limited to any and all copies of Adobe Databases and all registration cards. After any such delivery to Adobe of Confidential Information and/ or Confidential Materials in its possession, Sykes Asia, Sykes Europe and Sykes US each shall destroy all and any electronic records in its possession or on its network and shall provide written certification to Adobe to such effect.

(d)
For the avoidance of doubt, until this Agreement expires or is terminated (including during any notice period), Sykes Asia, Sykes Europe and Sykes US shall continue to provide the Services in accordance with the terms of this Agreement including, without limitation, Clause 2.3 and the Performance Standards.

14.7  Survival of Terms

Termination or expiry of this Agreement shall not affect the obligations of the parties in terms of Clauses 3.8, 5.2, 5.5, 7, 9, 10.1(i), 11, 13, 14.6, 14.10 and 15 of this Agreement which shall continue notwithstanding termination or expiry.

14.8  Accrued Rights

Termination or expiry of this Agreement shall not affect the rights of either party accrued against the other up to the date of termination.

14.9  Other Rights

Each party's right of termination as herein provided shall be without prejudice to any other rights and remedies it may have under this Agreement.

14.10  No Compensation

Each party understands that the rights of termination or expiry hereunder are absolute. Without prejudice to any right to claim damages for breach of contract, neither party shall incur any liability whatsoever for any other damage, loss or expenses of any kind (with the exception of damage, loss or expense which is the result of wilful misconduct or gross negligence of such party's senior managerial personnel) suffered or incurred by the other arising from or incidental to any termination of this Agreement by such party or any expiry hereof which complies with the terms of the Agreement whether or not such party is aware of any such damage, loss or expenses in such circumstances. In particular, without in any way limiting the foregoing, neither party shall be entitled to any damages on account of prospective profits or anticipated sales. Where applicable, Sykes Asia, Sykes Europe or Sykes US each hereby irrevocably agree to waive the benefit of any law or regulation providing compensation to it arising from the termination or expiry or failure to renew this Agreement. Sykes Asia, Sykes Europe or Sykes US each also agree to indemnify and hold harmless Adobe Benelux and Adobe Systems, as appropriate, from any and all claims for compensation asserted by Sykes Asia's, Sykes Europe's or Sykes US' employees and sub-contractors.

15.  RESTRICTIONS

15.1  Fair and Reasonable

Sykes Asia, Sykes Europe and Sykes US acknowledge that in the course of this Agreement it is likely to obtain knowledge of Adobe Benelux' or Adobe Systems' trade secrets and other Confidential Information and will have dealings with certain of the customers and suppliers of Adobe Benelux and Adobe Systems and that it is fair and reasonable for Adobe Benelux and Adobe Systems to seek to protect its interests by the provisions of this Clause.

29

15.2  Non-Solicitation

All parties hereby agree that (without prejudice to any other duty implied by law) they will not (whether alone or jointly with or as principal, manager, employee, partner, agent or consultant of or for any other person, firm or company):

(a)
at any time during the Contract Term and/or any transitional period described in Clause 14.6 (a), without the prior consent of the other party, endeavour to entice away from the other party or knowingly employ or offer employment to any person who is then, or has been during the Contract Term, a director, employee, consultant or agent of the other party; or

(b)
for a period of one (1) year after the termination or expiry of this Agreement, without the prior consent of the other party, endeavour to entice away from the other party or knowingly employ or offer employment to any person who is then a director, employee, consultant or agent of the other party: or

(c)
at any time do or say anything likely to be calculated to lead any person, firm or company to breach any contract with the other party or withdraw from the other party any rights of import, supply, distribution or agency now enjoyed by it.

16.  GENERAL

16.1  Entire Agreement

This Agreement constitutes the entire agreement and understanding between the parties hereto relating to the subject matter hereof and this Agreement cancels, terminates and supersedes any prior agreement or understanding relating to the subject matter hereof including but not limited to the statements of work agreed by the parties prior to the Effective Date. The relationship between the parties is as herein described and no partnership, joint venture or agency relationship save as provided herein shall be deemed to subsist between the parties and neither shall have the power to bind the other or to pledge the credit of the other. Sykes Asia, Sykes Europe and Sykes US each shall not say or do anything that might lead any third party to believe that Sykes Asia, Sykes Europe or Sykes US is acting as the agent of Adobe Benelux or Adobe Systems (except insofar as is required in the proper performance of the Services hereunder).

16.2  No Variation

None of the provisions of this Agreement may be varied, waived, extended or modified except expressly in writing and signed by any of the parties hereto.

16.3  No Waiver

Any omission by any party to exercise any right or remedy available to that party under the terms of this Agreement shall not be taken to signify acceptance of the event giving rise to the right to exercise such right or remedy and shall be without prejudice to the rights of any party which may arise in the future.

16.4  Severability

Any provisions of this Agreement which in any way contravene the law of any state or region in which this Agreement is effective shall in such state or region to the extent of such contravention of laws be deemed severable and shall not invalidate any other provision or provisions of this agreement. Without prejudice to the foregoing, where practicable, the parties hereto shall negotiate with a view to replacing any such severed provisions with enforceable provisions to the satisfaction of both parties.

16.5  Set-Off

Adobe Benelux and Adobe Systems, will be entitled to set off all sums due to Sykes Asia, Sykes Europe or Sykes US, as appropriate, pursuant to this Agreement against all sums due by Sykes Asia, Sykes Europe or Sykes US to Adobe Benelux or Adobe Systems.

30

17.  FORCE MAJEURE

17.1  Definition

For the purpose of this Agreement "Force Majeure" shall be deemed to be any cause affecting the performance of this Agreement arising from or attributable to acts, events, omissions or accidents beyond the reasonable control of the party failing to perform and without limiting the generality thereof shall include the following:

(a)
strikes, lock-outs or other industrial action (other than insofar as these involve the party claiming Force Majeure);

(b)
civil commotion, riot, invasion, war threat or preparation for war;

(c)
fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural physical disaster;

(d)
impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

(e)
political interference with the normal operations of any party.

17.2  Suspension

If any party to this Agreement is prevented or delayed in the performance of any of its obligations under this Agreement by Force Majeure, and if such party gives written notice thereof to its respective other party specifying the matters constituting Force Majeure, together with such evidence as it reasonably can give and specifying the period for which it is estimated that such prevention or delay will continue then the party in question shall be excused the performance or the punctual performance as the case may be as from the date of such notice for as long as such cause of prevention or delay shall continue up to a period of [] from the date of service of the said written notice and upon expiry of the said period of [] either party may by written notice to the other summarily terminate this Agreement without prejudice to the then accrued rights of each party hereunder;

17.3  Non-Payment not Force Majeure

For the avoidance of doubt any failure by Sykes Asia, Sykes Europe or Sykes US to supply the Services due to any non-payment by Sykes to any of its vendors shall not constitute a "Force Majeure" under this Clause. In such circumstances Sykes Asia, Sykes Europe or Sykes US, as appropriate, shall be required to make arrangements such that it is able to provide its Services.

18.  ASSIGNMENT

Sykes Asia, Sykes Europe or Sykes US shall not be entitled to assign, sub-contract or sub-license any or all of its rights or obligations hereunder without the prior written consent of Adobe Benelux or Adobe Systems, as appropriate; provided such assignment is to a Sykes Associated Company and it shall be conditioned, inter alia, on Adobe's reasonable belief that the performance of the respective Services as originally undertaken by Sykes Asia, Sykes Europe or Sykes US shall not be adversely affected by the proposed assignment, sub-contract or sublicense. Adobe Benelux' or Adobe Systems' rights and obligations under this Agreement in whole or in part, may be assigned by Adobe.

* CONFIDENTIAL TREATMENT REQUESTED

31

19.  NOTICES

Save as otherwise expressly provided, all notices and notifications permitted or required under this Agreement shall be in writing and shall be delivered in person or by reputable international courier service to the respective addresses set out on the first page hereof and shall be deemed duly served:

(a)
in the case of a notice delivered personally, at the time of delivery; and

(b)
in the case of a notice delivered by courier, on the date of delivery shown in the business records of the courier.

20.  CHOICE OF LAW AND SUBMISSION TO JURISDICTION

This Agreement shall be governed in all respects by the laws of the United States of America and the State of California excluding the application of its conflict of laws and/or rules. The Parties agree that the United Nations Convention on Contracts for the International Sale of Goods is specifically excluded from application to this Agreement.

21.  INJUNCTION

It is understood and agreed that notwithstanding any other provisions of this Agreement, a breach by Sykes Asia, Sykes Europe or Sykes US of Clauses 3.7, 3.8, 9.1 to 9.4 and 13.1 to 13.3 of this Agreement will cause Adobe Benelux or Adobe Systems, as appropriate, irreparable damage for which recovery of money, damages and/or specific implement or any other remedy would be inadequate, and that Adobe Benelux or Adobe Systems shall therefore be entitled to obtain an injunction to protect Adobe Benelux' or Adobe Systems' rights, as appropriate, under this Agreement in addition to any and all remedies available at law in any jurisdiction.

IN WITNESS WHEREOF these presents consisting of this and the preceding   (  ) pages together with the Schedule annexed hereto are executed in duplicate as follows

32

ADOBE BENELUX
Adobe Systems Benelux B.V. SYKES EUROPE
Sykes Europe Limited

/s/ HAL COVERT

/s/ SCOTT J. BENDERT

Authorized Signature Authorized Signature

Hal Covert

Scott J. Bendert

Printed Name Printed Name

EVP and CFO

Sr. VP and Director

Title Title

1/28/00

January 26, 2000

Date Date

ADOBE SYSTEMS
Adobe Systems Benelux B.V.

SYKES ASIA
Sykes Asia Pacific

/s/ GRAHAM FREEMAN

/s/ SCOTT J. BENDERT

Authorized Signature Authorized Signature

Graham Freeman

Scott J. Bendert

Printed Name Printed Name

Sr. VP, WWSS

Sr. VP and Director

Title Title

1/28/00

January 26, 2000

Date Date

SYKES US

/s/ SCOTT J. BENDERT

Authorized Signature

Scott J. Bendert

Printed Name

Sr. VP—Finance & CFO

Title

January 26, 2000

Date

33

SCHEDULE

PART 1
SALES SCHEDULE—ORDER MANAGEMENT

Services

As provided in the Agreement and as may be more particularly detailed in an applicable statement of work or schedule, Sykes shall provide Order Management for Direct Sales Services which shall comprise the following services and those detailed in a statement of work:

(a)
taking and dealing with Incoming Requests for the supply of Direct Sales Products and processing orders for Direct Sales Products and providing Type On Call Services as detailed in the and managing all aspects of communication channels to ensure that Incoming Requests are properly received;

(b)
ensuring that the Direct Sales Order Management Team is at all times fully resourced and trained to meet forecast requirements;

(c)
providing agreed information and data that will allow Adobe to have a clear understanding of how the Adobe Direct business is performing and what trends are apparent;

(d)
providing such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for End Users; and

(e)
use and introduction of quantitative analysis to measure performance of critical areas of the Direct Sales Services business including but not limited to the Performance Metrics and highlighting processes or controls that require to be improved and/or introduced to ensure the management and delivery of the Order Management requirement is carried out as effectively and efficiently as possible.

Availability

Sykes shall ensure that CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. in the relevant Direct Sales Country and that calls will be answered in the relevant Direct Sales Language and that the Fulfillment Facilities are sufficiently maintained to meet the requirements for fulfillment set out in a statement of work

Adobe Responsibilities

Adobe shall provide Sykes with the following services to support Sykes in the provision of Direct Sales Services:

(a)
engage in direct marketing campaigns to promote Direct Sales Products to End Users;

(b)
provide forecasting data to Sykes (which for the avoidance of doubt shall be deemed to be Confidential Information for the purposes of Clause 9) in accordance with the forecasting requirements as may be set out in a schedule or statement of work

(c)
provide relevant information such as pricing models, campaign codes and campaign training for each campaign set-up;

(d)
ensure that information on all policies and products is available through Lifeline;

(e)
train the Sykes person(s) responsible for Direct Sales Training where appropriate (as may be identified in a statement of work or schedule) on new Adobe Products and making all reasonable endeavors to conduct such training at least 2 weeks prior to product announcement; and

(f)
endeavor to ensure that forecast demand for Direct Sales Products can readily be met from then current finished goods stock.

34

Performance Standards

Sykes shall meet the Performance Standards for the provision of Order Management for Direct Sales Services as may be detailed in an applicable schedule or statement of work. Sykes shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

Reporting

Sykes shall provide Adobe with reports on the provision of Order Management for Direct Sales Services as may be detailed in an applicable schedule or statement of work. This reporting will be delivered to the schedule as outlined in the schedule or statement of work, as appropriate.

35

SCHEDULE

PART 2
SERVICES

Services

As provided in the Agreement and as may be more particularly detailed in a statement of work, Sykes Asia, Sykes Europe and Sykes US shall provide their respective Asia Services, Europe Services and North America Services which shall comprise the following services and those detailed in the schedule or statement of work:

(a)
handling the issue, receipt and processing of applications for memberships of ASN Members and renewals of such memberships;

(b)
handling the receipt and processing of all fees and charges in connection with Services;

(c)
processing refunds where necessary in connection with Services;

(d)
dealing with general inquiries regarding Services;

(e)
generating Internet passwords for new relevant members

(f)
assembling, storing and dispatching SDK Kits;

(g)
handling all invoicing in connection with Services;

(h)
handling mailings and upgrade mailings to ASN Members as and when required by Adobe Benelux or Adobe Systems;

(i)
issuing welcome kits to new ASN Members;

(j)
issuing application/information kits to prospective ASN Members who request them;

(k)
assisting as required by Adobe Benelux or Adobe Systems from time to time in the organization of training seminars;

(l)
providing agreed information and data that will allow Adobe Benelux or Adobe Systems to have a clear understanding of how the Services are operating and what trends are apparent;

(m)
providing such support and guidance as Adobe Benelux or Adobe Systems may from time to time reasonably require on new initiatives to improve and introduce new services for ASN Members.

Availability

Sykes Asia, Sykes Europe and Sykes US shall ensure that their CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. local working time and that calls will be answered in their appropriate language.

Performance Standards

Sykes Asia, Sykes Europe and Sykes US shall meet their respective Performance Standards for the provision of their respective Services as may be detailed in the appropriate schedule or statement of work. Sykes Asia, Sykes Europe and Sykes US shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

Reporting

36

SCHEDULE

PART 3
CHARGES SCHEDULE

    Statement of Work

**[*] [Exhibit]**

* CONFIDENTIAL TREATMENT REQUESTED

37

QuickLinks
SCHEDULE
PART 1 SALES SCHEDULE—ORDER MANAGEMENT
PART 2 SERVICES
PART 3 CHARGES SCHEDULE
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Exhibit 10.59

    *Text Omitted and Filed Separately
Confidential Treatment Requested Under 17 C.F.R.
§§200.80(b)(4), 200.83 and 240.24b-2.

TURNKEY AGREEMENT

between

ADOBE SYSTEMS INTERNATIONAL LIMITED PARTNERSHIP having a Cayman Islands Registered Number 11653 c/o Ernst & Young Corporate Centre, Suite 305, P.O. Box 1383, Bay Street, Bridgetown, Barbados

and

SYKES EUROPE LIMITED, a company
incorporated under the Companies Acts and having
a place of business at Nether Road, Galashiels,
Selkirkshire, TD1 3HE (hereinafter called "Sykes")

WHEREAS

(A) Adobe owns or licenses certain Software Products and related Documentation (all as after defined).

(B)

Sykes desires to obtain the right to serve as one of Adobe's turnkey suppliers of Software Products as requested by Adobe on the terms and conditions contained herein.

1.

DEFINITIONS

As used in this Agreement, the following terms shall have the following respective meanings unless the context otherwise requires:

1.1

"Adobe" shall refer to Adobe Systems International Limited Partnership and any member of the Company Group.

1.2

"Adobe Designated Destination" shall mean any location to which Adobe instructs Sykes to ship Adobe Product Packages.

1.3

"Adobe Product Package" shall mean the Software, Documentation, end user agreements, packaging materials and any related materials identified by Adobe in the Master Production Schedule and Bill of Materials for one or more products ("Adobe Product Packages"). The Adobe Product Packages may be removed, changed, or added to by Adobe, in its sole discretion. A detailed description of what is included in each Adobe Product Package will be supplied by Adobe to Sykes in accordance with Clause 4.3.

1.4

"Adobe Product Release" shall mean a version of the product generally released to the public with a version number such as 6.x until it is replaced by a new Adobe Product Release. A new Adobe Product Release would be a change in version from version 6.0 to 6.5 or 6.0 to 7.0 but would not be a change in version from 6.0 to 6.0.7.

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1.5

"Bill of Materials" shall mean a list, a sample of which is attached hereto as Part 1 of the Schedule, that describes the type and quantity of Components needed to build a particular version of an Adobe Product Package.

1.6

"Company Group" means Adobe Systems Incorporated, a Delaware corporation having a place of business at 345 Park Avenue, San Jose, California, USA and its subsidiaries and affiliates.

1.7

"Components" shall mean components to be used by Sykes or any Submanufacturers (as after defined) to produce Finished Goods in accordance with the Print Authorization form and Master Production Schedule.

1.8

"Confidential Information" shall mean any and all of Adobe's technical and non-technical information including patent, copyright, trade secret, and proprietary information, techniques, sketches, drawings, models, inventions, know-how, processes, apparatus, equipment, algorithms, software programs, software source documents and formulae related to the current, future and proposed products and services referred to in this Agreement and includes, without limitation, Adobe's information concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing, manufacturing, customer lists, business forecasts, sales and merchandising, marketing plans and all information disclosed by Adobe to Sykes.

1.9

"Documentation" shall mean Adobe's published materials used with Adobe Product Packages.

1.10

"Effective Date" shall mean 4 December 1999.

1.11

"Finished Goods" shall mean Adobe Product Packages completed by Sykes or Submanufacturer (as after defined) in accordance with the Master Production Schedule.

1.12

"Fiscal Month" shall mean the months described in the schedule provided by Adobe to Sykes as part of the Master Production Schedule.

1.13

"Inventory" shall mean (i) the Adobe Product Packages which have been completed by Sykes, (ii) all of Sykes' work in progress with respect to the Adobe Product Packages, (iii) all materials or Components for Adobe Product Packages which have been ordered by Adobe and received by Sykes or are on order by Sykes with its Submanufacturers (as after defined) (to the extent such materials or Components are non-cancelable or if cancelable, are not subject to any cancellation charges) only to the extent such items (i), (ii) and (iii) are required to fulfill up to one hundred percent (100%) of the completed Adobe Product Packages referenced in Adobe's Purchase Orders or Master Production Schedule which remain unshipped to Adobe.

1.14

"IP Rights" shall mean all of Adobe's and Adobe's suppliers' intellectual property rights, similar and/or neighbouring rights and sui generis rights, inter alia, database protection of whatever nature anywhere in the world and all rights pertaining thereto including but not limited to all present and future title to and/or interests therein whether recorded or registered in any manner or otherwise, including, without prejudice to the foregoing generality, the Trade Marks and other trade marks and service marks and applications therefor, patents and patent applications, copyright, database rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods, data, source codes, and object codes, discoveries, specifications, diagrams, technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;

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1.15

"Master Media" shall mean the original reproducible media to be used by Sykes to reproduce the contents of each Adobe Product Package, including, but not limited to, CD, disk, film and paper.

1.16

"Master Production Schedule" shall mean a two monthly schedule a sample of which is attached hereto as Part 2 of the Schedule given by Adobe to Sykes which may include inter alia: an estimate of the materials projected by Adobe to be needed by Sykes for the manufacture of one or more Adobe Product Packages; a forecast of Finished Goods required by Adobe to be provided by Sykes; and details of any goods given to Sykes by Adobe to be worked upon by Sykes in accordance with Adobe's instructions.

1.17

"Print Authorisation form" shall mean an electronic document from Adobe to Sykes, a sample of which is attached hereto as Part 3A of the Schedule, describing Components to be purchased by Sykes.

1.18

"Purchase Order" is an electronic document from Adobe to Sykes, a sample of which is attached hereto as Part 3B of the Schedule describing the quantity, sku number, price, and terms for which Adobe is offering to purchase Finished Goods items which are to be manufactured by Sykes or Submanufacturers (as after defined) in accordance with the Master Production Schedule.

1.19

"Schedule" means the Schedule in 9 parts attached hereto which shall be deemed to form part of this Agreement.

1.20

"Software" shall mean the copy(ies) of the Software Products in object code.

1.21

"Software Products" shall mean the copy(ies) of the Software and the Documentation for the Adobe Products Packages which are supplied to Adobe by Sykes pursuant to this Agreement. For the avoidance of doubt, all categories of Adobe software set out in either the Master Production Schedule or the Purchase Order are deemed to be Software Products.

1.22

"Special Printing Aids" shall mean printed materials including: Silkscreens for CD's, t-shirts and other marketing items; steel dies for embossing and engraving; cutting dies for packaging and stickers; lithographic plates for the printing presses; films; files and artwork.

1.23

"Specifications" shall mean the detailed specification provided by Adobe to Sykes setting out details of the Components that are to be used by Sykes in fulfillment of its obligations in terms of this Agreement a sample of which is attached hereto as Part 4 of the Schedule.

1.24

"Statement of Work" shall mean the statement of work provided to Sykes by Adobe which describes the services to be provided by Sykes to Adobe in terms of this Agreement and which is attached as Part 9 to the Schedule.

1.25

"Trademarks" shall mean the trademarks used by Adobe and its suppliers to identify the Adobe Product Packages.

2.

AUTHORIZATION OF MANUFACTURER

2.1**

Reproduction

Subject to the terms and conditions of this Agreement, Adobe authorizes Sykes, on a non-exclusive basis, to use the Master Media to reproduce and assemble the Adobe Product Packages for distribution exclusively to Adobe for shipment only to Adobe Designated Destinations, and Sykes accepts such appointment.

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2.2

Adobe Product Package Designs

Sykes shall be entitled to reproduce, with no alteration, Adobe's designs and contents for the Adobe Product Packages and shall comply in all respects with the Specifications, unless Adobe has given Sykes prior written approval for changes requested by Sykes. In the event Sykes wishes to alter any Component of any Adobe Product Package, it will submit samples of such Components, as altered, to Adobe at least thirty (30) days prior to volume production of such altered Adobe Product Packages by Sykes. Upon receipt of any altered Components, Adobe will promptly approve or reject such alterations in writing. Under no circumstances will Sykes commence volume production of any altered Adobe Product Package or distribute any such Adobe Product Package without Adobe's prior written approval.

2.3

Ownership of Adobe Product Packages

Adobe retains sole ownership of the Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials, including but not limited to those used by Sykes to produce the Adobe Product Packages, as well as to all Adobe Product Packages produced by Sykes under this Agreement. Sykes agrees to take all steps necessary to ensure that all right, title and interest to the foregoing at all times remains with Adobe. To that end, when deemed necessary, in Adobe's sole discretion, Sykes shall execute all documents necessary to carry out the foregoing including, but not limited to, assignation of any rights Sykes may have therein.

2.4

Independent Contractor

The parties agree that no joint venture, partnership, employment or agency relationship shall be deemed to have been created by this Agreement and neither of the parties shall be entitled to bind the other by contract or otherwise.

2.5

Use of Third Parties

2.5.1

Adobe will specify which suppliers Sykes may use to subcontract the production or supply of Components, for CD replication and for duplication of disks for the Adobe Product Packages. Without limiting the foregoing generality, Adobe shall only authorise CD replicators who have entered into a CD replication agreement with Adobe on terms acceptable to Adobe. Sykes may recommend certain submanufacturers for said Components, for CD replication and for duplicated disks ("Submanufacturer(s)') to Adobe, but Sykes agrees not to use Submanufacturers unless first approved in writing by Adobe, and Adobe may withdraw such approval at any time during the Term.

2.5.2

Sykes represents and warrants to Adobe that any Submanufacturers Sykes may use to fulfill its obligations under this Agreement will perform as Sykes is required to perform pursuant to this Agreement, and further that Adobe's consent to Sykes' use of any Submanufacturers shall not be deemed a waiver of any Adobe rights hereunder nor relieve Sykes of any of its obligations pursuant to this Agreement.

2.5.3

Adobe will (in accordance with this Clause 2.5) approve successive Submanufacturers if any of the Submanufacturers become incapable, in Adobe's sole discretion, of timely delivery of quality Components or Adobe Product Packages or Adobe withdraws its approval of any Submanufacturers in terms of Clause 2.5.1 hereof.

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2.5.4

Prior to any Submanufacturer carrying out work for Sykes in terms of this Agreement, Sykes undertakes that it shall comply with the following provisions:

2.5.4.1

in the case of disk duplication, Sykes agrees to enter into a written agreement with such Submanufacturer on minimum terms and conditions no less restrictive than those set forth in Part 6 of the Schedule ("Minimum Terms and Conditions") together with inventory procedures and security procedures no less restrictive than those set out in the Statement of Work;

2.5.4.2

in the case of all other Submanufacturers, Sykes agrees to enter into a written agreement with such Submanufacturer on terms no less onerous than those set out in this Agreement. Without prejudice to the foregoing generality the terms and conditions set out in Clauses 2.5, 2.6, 5, 6, 8 (other than 8.3), 9 and 10 of this Agreement together with all provisions in relation to inventory control and anti-piracy set out in the Statement of Work must be reflected in all agreements entered into between Sykes and Submanufacturers.

2.5.5

Notwithstanding the foregoing terms of this Clause 2.5, Sykes shall remain fully responsible and accountable to Adobe for all acts and omissions of Submanufacturers as if such acts and omissions were acts and omissions of Sykes itself.

2.5.6

Without prejudice to the foregoing terms of this Clause 2.5, Sykes shall be responsible for ensuring that Submanufacturers have security procedures which meet the highest industry standards and Sykes shall be responsible for reviewing and monitoring all such security arrangements as long as such Submanufacturers are under contract to Sykes.

2.5.7

Sykes shall ensure that, as part of its arrangement with any Submanufacturers it has the right to regular audits and inspections and that it exercises such rights in accordance with Clause 6.1 of this Agreement.

2.6

No Right to Copy

Sykes agrees that it will not make or have made, or permit to be made, any copies of Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials or any portions thereof, except as necessary for the reproduction of the Adobe Product Packages n accordance with the terms of this Agreement and will disclose Confidential Information only as permitted in Clause 9. Sykes will not decode or reverse engineer the Software included in the Adobe Product Packages in whole or in part. Further, to assure compliance with the foregoing, Sykes shall take all security measures reasonably necessary to comply with this Agreement, including but not limited to the minimum security provisions set forth in the Statement of Work.

2.7

No Other Rights

Except as otherwise expressly stated, this Agreement does not grant Sykes any rights, nor shall any rights be accrued through Sykes' use under this Agreement, to Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials.

2.8

Adobe Special Printing Aids or Equipment

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2.8.1

Sykes acknowledges and agrees that Adobe owns all right, title and interest in (a) any Special Printing Aids paid for or supplied by Adobe for the manufacture of the Adobe Product Packages (including any confusingly similar designs), including, without limitation all patent, design right, copyright, trade secret, trademark and any other intellectual property rights therein; and (b) any Special Printing Aids, tooling, and equipment paid for or supplied by Adobe specially for the manufacture of the Adobe Product Packages. Sykes shall not use the foregoing items for any purpose except to manufacture the Adobe Product Packages for Adobe, and Sykes shall not sell any products using such Special Printing Aids, equipment or tooling to any other party without the written consent of Adobe. Upon termination of this Agreement, Adobe shall have the right to take possession of the Special Printing Aids, equipment or tooling and Sykes shall, within thirty (30) days of termination, at the sole option of Adobe, either: (i) destroy such items, including all related documentation or (ii) deliver such items, including all related documentation, to Adobe or such other person as Adobe may designate.

2.8.2

If Sykes creates any Special Printing Aids, equipment or tooling during the Term which are used specifically in relation to the work undertaken by Sykes for Adobe in terms of this Agreement, Sykes undertakes, as soon as is reasonably practicable to provide Adobe with full details of said Special Printing Aids, equipment or tooling and Adobe shall have a period of 14 days to request Sykes to assign all rights that it has, including intellectual property rights, in and to said Special Printing Aids, equipment or tooling to Adobe. Following said request from Adobe, Sykes shall have a period of 14 days to assign said rights to Adobe without charge.

2.9

Control of Changes

When Adobe requires any changes to be made to the quality standards, Statement of Work, Specifications, or Bill of Materials, it shall provide Sykes with reasonable written notice of any changes that are required, and the parties hereto will discuss and document in writing any necessary changes that are required. Sykes agrees that it will comply with all reasonable requests for changes or modifications made by Adobe during the Term. The parties hereto acknowledge that what may be reasonable in terms of this Clause 2.9 shall depend upon the particular change being made by Adobe and the reason that such change is to be made.

3.

MASTER PRODUCTION SCHEDULE, PURCHASE ORDERS AND PRINT AUTHORISATION FORMS

3.1

Projections

Adobe shall provide Sykes with yearly and quarterly volume projections to be used solely for the purpose of Sykes' capacity and resource planning. Notwithstanding the foregoing, said projections shall not be binding on Adobe.

3.2

Master Production Schedule

3.2.1.1

Adobe shall provide Sykes with rolling two monthly Master Production Schedules for make to stock pieces to be used by Sykes to plan for, build or procure Components and materials, time phased pursuant to each Component's described lead time.

3.2.1.2

Sykes shall use its best efforts to operate in a "just in time" environment to fulfill Adobe's Master Production Schedule while minimizing Component inventory rush.

3.2.1.3

Sykes shall respond to Adobe's Master Production Schedule with projected weekly build quantities which will fulfill the Master Production Schedule volume and timing requirements.

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3.2.1.4

In the event Sykes anticipates it will be unable to meet any Master Production Schedule provided by Adobe, Sykes shall, within a period of 24 (twenty four) hours of being provided with a Master Production Schedule by Adobe, detail in a written report the reasons for its inability to meet the Master Production Schedule and shall propose a recovery plan for discussion with Adobe.

3.2.1.5

If Sykes does not, within a period of 24 (twenty four) hours of being provided with a Master Production Schedule by Adobe, provide Adobe with a written report setting out in detail the reasons for its inability to meet the Master Production Schedule and a proposal for a recovery plan, then Sykes shall be deemed to have accepted the terms of the Master Production Schedule and shall be bound to comply with its terms in their entirety.

3.2.2

In addition to the provision by Adobe to Sykes of the Master Production Schedule, Adobe and Sykes shall review the terms of the Master Production Schedule on a weekly basis and any alterations to the Master Production Schedule shall be set out in writing. Following on any such alteration Sykes shall be obliged to follow the Master Production Schedule as amended.

3.2.3

In addition to the other terms of this Clause 3.2, Adobe shall provide Sykes with a daily spreadsheet setting out on a daily basis the details of the back order of the build to order pieces and Sykes shall be obliged to follow the terms of such daily spreadsheets in fulfillment of its obligations under this Agreement.

3.2.4

On a monthly basis during the Term, Adobe shall provide Sykes with details of units which were assembled on a build to order basis in the immediately preceding 30 (thirty) day period.

3.2.5

During the Term Sykes shall use all reasonable endeavours to accommodate production for Adobe in accordance with this Clause 3.2 and to accommodate any additional requests made by Adobe during the Term.

3.3

Purchase Orders and Print Authorisation forms

3.3.1

On a regular basis, once Adobe's Master Production Schedule has been run through Sykes' MRP program, Adobe will provide Sykes with an electronic Print Authorisation form setting out Components that Sykes requires to purchase to achieve weekly build quantities of Adobe Product Packages in accordance with the Master Production Schedule as may be amended in accordance with Clause 3.2. Sykes shall use best efforts to purchase 100% of the Print Authorisation form quantities in the week specified. Sykes shall respond to Adobe's Print Authorisation form with an electronic Print Authorisation confirmation statement (including quantity and ship date) and actual ship date confirmation statement (which shall include the packing list) upon shipment of the ordered Adobe Product Packages. Adobe and Sykes will mutually agree as to specific timing for release of and confirmation of a Print Authorisation form to achieve the production goal described above.

3.3.2

For Finished Goods, Sykes shall be required to accept Purchase Orders, Purchase Order changes and shipping orders and to provide Purchase Order confirmation details, Purchase Order shipping notification, Purchase Order receipts, shipping order confirmations and invoices using electronic communication either through EDI or a web based tool as determined by Adobe.

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3.3.3

Sykes shall conform to the terms and conditions attached to the Print Authorisation form and to the Purchase Order which are deemed to form part of the Print Authorisation form or the Purchase Order (as the case may be) unless said terms and conditions are at variance with the terms and conditions of this Agreement in which case the terms and conditions of this Agreement shall prevail.

3.4

Miscellaneous Order Information

3.4.1

Sykes shall (or shall procure that Submanufacturers shall) assemble the Components described in the Print Authorisation form pursuant to the Specifications. Sykes shall invoice Adobe for assembled Adobe Product Packages as provided in Clause 6.3 ("Invoices").

3.4.2

Sykes shall provide such production reports as are reasonably required by Adobe, formats of which are set out in the Statement of Work.

3.5

Title and Risk

3.5.1

Notwithstanding any provision to the contrary within this Agreement:

3.5.1.1

Title to all Finished Goods shall pass to Adobe as soon as said Finished Goods are completed by Sykes or any Submanufacturers;

3.5.1.2

Title to all Components shall pass to Adobe as soon as said Components are delivered to Sykes' facilities or any Submanufacturer's facilities as appropriate;

3.5.2

For the avoidance of doubt the provisions of Clause 3.5.1 shall apply whether or not any Finished Goods or Components are in the possession of Sykes or any Submanufacturers.

3.5.3

Sykes undertakes to ensure that all Finished Goods, Components and any other part of the Inventory are marked clearly as being the property of Adobe and are not intermingled with any property of Sykes or any property belonging to any third parties including suppliers or Submanufacturers.

3.5.4

Risk of loss or damage in relation to Components and all work in progress shall be with Sykes.

3.5.5

Risk of loss or damage in relation to Finished Goods shall be with Adobe.

4.

MEDIA REPLICATION

4.1

Materials

4.1.1

Adobe will provide Sykes or Submanufacturers, at Adobe's sole option, with one (1) copy of the Master Media included in each Adobe Product Package as necessary for Sykes to fulfill its obligations under this Agreement. Upon receipt of the Master Media for an Adobe Product Package, Sykes or any Submanufacturers shall test the Master Media for viruses and faults. Sykes or any Submanufacturers will not commence quantity reproduction of the Master Media until Sykes or any Submanufacturers have tested the Master Media and taken reasonable care to ensure that the Master Media is free from defects or viruses. Sykes agrees to store (or to procure where appropriate that any Submanufacturers store) the Master Media in a locked, secure, separate location for production and archival purposes. Sykes agrees to produce the Software for Adobe Product Packages only from the Master Media supplied to Sykes by Adobe and only in quantities due in terms of the Master Production Schedule.

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4.1.2 When any viruses or faults are discovered by Sykes or Submanufacturers in accordance with Clause 4.1.1 hereof, Sykes undertakes to immediately notify Adobe that a virus or fault has been found and will await further instruction from Adobe as to how to proceed.

4.2

Acceptance

The Master Media, other Adobe-reproduced media and other materials shipped by Adobe to Sykes will be deemed to have been accepted by Sykes unless Sykes delivers a notice to Adobe specifying the nature of any material defect or quantity discrepancies within two (2) business days from the delivery of such material (a business day for the purposes of this Clause 4.2 shall mean a day on which the Scottish Clearing Banks are open for business).

4.3

Specification

Adobe will provide Sykes with documentation along with updates and revisions, and other materials relating to the reproduction and assembly of the Adobe Product Packages such as Adobe authorised suppliers, Bill of Materials and Specifications, and Sykes shall be obliged to Comply with the terms of said documentation including any updates and revisions given to Sykes by Adobe.

5.

INVENTORY

5.1

Inventory Control

Sykes agrees to comply with all the procedures set forth in the Statement of Work in relation to inventory control.

5.2

Excess Inventory

5.2.1

Adobe shall provide Sykes with a monthly report setting out End of Life (EOL) and obsolescence designations for: (i) Components used by Sykes or any Submanufacturers to construct Finished Goods in terms of this Agreement and/or; (ii) Finished Goods themselves. An EOL Designation shall mean that a particular Component or Finished Good shall become obsolete within a period of 6 months.

5.2.2

Adobe shall provide Sykes with as much notice as possible of particular Components or Finished Goods having an EOL Designation and Sykes shall be under an obligation to amend its work practices in terms of this Agreement accordingly.

5.3

Obsolete Inventory

Any part of the Inventory which is deemed to be obsolete by Adobe in accordance with this Clause 5 shall either be delivered to Adobe or destroyed by Sykes (at the sole discretion and cost of Adobe). Notwithstanding the foregoing, Sykes shall be responsible for the cost of such delivery or destruction where there is obsolete inventory due to the overmanufacture of Components or Finished Goods by Sykes or any Submanufacturers (by way of illustration only this shall include where an EOL Designation had been given to Sykes by Adobe in accordance with this Clause 5 and Sykes had not amended its work practices in compliance with Clause 5.2.2.).

6.

OBLIGATIONS OF SYKES

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6.1

Manufacturing

Sykes and any Submanufacturers will manufacture the Adobe Product Packages in accordance with the most recent versions of Adobe's quality standards, Statement of Work, Specifications and any other instructions given by Adobe to Sykes prior to commencement of manufacture pursuant to the Master Production Schedule. Sykes will provide Adobe reasonable access to Sykes and Submanufacturers facilities to inspect the Adobe Product Packages, Inventory and their manufacture and undertakes to ensure (without prejudice to Clause 13 hereof) that Adobe has this right of access in terms of written agreements entered into between Sykes and Submanufacturers. Notwithstanding the foregoing, Sykes undertakes, at the request of Adobe, to inspect Submanufacturers facilities at regular intervals on behalf of Adobe and to deliver a report to Adobe within [] of said inspection taking place confirming that any Submanufacturers so inspected are manufacturing the Adobe Product Packages in accordance with Adobe's quality standards (including without prejudice to the foregoing the manufacturing standard set out in Clause 6.2 hereof), Statement of Work, Specifications and any other instructions given by Adobe to Sykes.

6.2

Delivery to Adobe Designated Destinations; Acceptance*

Sykes will ship the Adobe Product Packages to Adobe Designated Destinations according to the delivery schedule set forth by Adobe pursuant to Clause 3 (Master Production Schedule, Purchase Orders and Print Authorisation forms). Ail Adobe Product Packages shall be packed in accordance with any instructions given by Adobe and good standards of care. Sykes will conduct product inspections in accordance with the guidelines set forth in Adobe SOP 11-007, Product Inspection Requirements for Turnkey Suppliers (a copy of which is attached as Part 8 of the Schedule) to ensure all Finished Goods shipped to Adobe Designated Destinations conform to specification and are free from defects in materials and workmanship. Adobe shall be entitled to reject any Adobe Product Package after delivery if it is found to be defective in materials or workmanship. Adobe Product Packages rejected by Adobe shall be returned to Sykes to be reworked or replaced by Sykes and reshipped to Adobe freight prepaid within a period of 3 days of being so returned by Adobe.

6.3

Invoices

Sykes' invoices shall be submitted using electronic communication either through EDI or a web based tool as determined by Adobe and shall contain the following information: Adobe Purchase Order number, Purchase Order line item, product name, description of product, quantities, unit prices, extended totals, invoice number and date, remit to address, SKU, item number and any other information mutually agreed to by the parties. Bills of lading, express receipts, or other proof of delivery shall be furnished upon Adobe's request. All invoices must identify the Adobe Purchase Order or they will not be paid. Sykes will invoice Adobe no earlier than the delivery date to Adobe.

6.4

Financial Statements

In the event that Sykes is not a publicly traded company, upon Adobe's request, Sykes will deliver to Adobe profit and loss statements and balance sheets for Sykes, for the immediately preceding fiscal quarter of Sykes, prepared by Sykes' Chief Financial Officer. Such information will be treated as confidential by Adobe and disclosed only to Adobe full-time employees on a need-to know basis.

*  CONFIDENTIAL TREATMENT REQUESTED

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6.5

Records and Reports

Sykes will maintain records of all Documentation, Master Media, Inventory, IP Rights, Confidential Information, and all related materials relating to the Adobe Product Packages. Sykes will, at Adobe's request either (i) send Adobe copies of all such records or (ii) allow Adobe access to its facilities to inspect such records.

6.6

Account Management

Sykes agrees to assign a team to manage Adobe's account as approved by Adobe. The Sykes' Adobe Account Manager will be available to meet with Adobe personnel during normal business hours (for the purposes of this Clause 6.6 normal business hours shall mean Monday to Friday 8am to 5pm or, in emergency, such other hours as are necessary at Adobe's discretion) to review schedules, attend new product planning meetings, and address other issues of concern. The Account Manager and team shall participate with Adobe's manufacturing team in joint operations committee meetings which will convene as often as is required by Adobe (via teleconference or in person) to address and resolve all operational, quality, scheduling, supplier and capacity issues as can be expected to arise in the normal course of business. In the event that Adobe is dissatisfied with the Adobe Account Manager for any valid commercial reason, Adobe will ask Sykes to assign a new Account Manager who is mutually agreeable to Adobe and Sykes and Skyes shall be obliged to assign an interim Account Manager to Adobe within a 7 day period and to assign a permanent replacement Account Manager within a 6 week period.

6.7

Capacity

6.7.1

Sykes shall, either itself, or through Submanufacturers provide sufficient capacity to manufacture all quantities or volumes required by Adobe in terms of the Master Production Schedule as amended from time to time.

6.7.2

If the volumes required by Adobe in terms of the Master Production Schedule as amended from time to time require use by Sykes of overtime, weekends, holidays, additional Submanufacturers or additional facilities which result in additional cost to Sykes, then Sykes shall provide Adobe with reasonable notice and an estimate of such additional cost and the parties hereto shall agree what additional cost shall be borne by Adobe prior to Sykes or Submanufacturers commencing manufacturing.

6.8

Reporting Requirements

6.8.1

Without prejudice to Clause 6.2 hereof Sykes shall comply with the reporting requirements set out in the Statement of Work or as otherwise requested by Adobe.

6.8.2

Without prejudice to Clause 6.2 hereof, during the manufacturing process carried out by Sykes in terms of this Agreement Sykes shall supply Adobe with samples in accordance with the provisions set out in the Statement of Work.

6.9

Virus Checks

In addition to any other references to virus checks in this Agreement Sykes shall (or shall procure that Submanufacturers shall):

6.9.1

perform one ore more virus scans using the latest release of one or more commercially released virus scan software products on all disk Master Media immediately prior to duplicating;

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6.9.2

perform media verification on a disk or diskettes as requested by Adobe, and generate a separate check sum for each diskette which is identical to the check sum that is supplied by Adobe;

6.9.3

perform a complete file server backup and virus scan using the latest release of one or more commercially released virus scan software products weekly on the replication/duplication network (being the replication network for the purposes of disks and the duplication network for the purposes of CD's). Any backup media shall be stored in a fire safe. The network virus software shall continuously monitor all replication/duplication network (being the replication network for the purposes of disks and the duplication network for the purposes of CD's) file activity as an added precaution and will automatically initiate a system shut down of workstation notification if any suspected virus is detected;

6.9.4

if a virus is found by Sykes (or Submanufacturers) in terms of this Clause 6.9, clean it from the hard drive or network if required, and notify Adobe immediately that a virus has been found. Sykes and any Submanufacturer shall wait for further instruction from Adobe and verification to proceed;

6.9.5

not (and undertake to procure that Submanufacturers shall not) introduce viruses to CD's that are replicated in terms of this Agreement.

6.10

Millennium Compliance

6.10.1

Sykes warrants that the performance, operation and functionality of: (i) all Components used by it in the performance of its obligations in terms of this Agreement and (ii) all Finished Goods supplied by it to Adobe in terms of this Agreement shall: (A) not be affected in any manner or respect (whether by error, interruption or otherwise) by the inputting, processing or outputting of: (a) dates prior to, during and after the year 2000 or in any other respect after 31 December 1999 by virtue only of passing that date (b) dates during any leap year; and/or (c) the date 9th September and; (B) comply with the definition of Year 2000 conformity (and the rules stated in relation to that definition) prepared by the British Standards Institution (document reference DISC PD- 2000 a copy of which is attached as Part 5 of the Schedule).

6.10.2

Sykes undertakes to ensure that all Components and Finished Goods supplied to it by Submanufacturers or suppliers in terms of this Agreement comply with the definition of Year 2000 conformity (and the rules stated in relation to that definition) prepared by the British Standards Institution (document reference DISC PD-2000).

6.11

Location of Sykes

If Sykes intends to relocate all or any part of its business from Galashiels, Scotland, it shall give Adobe no less than [] notice of its intention to so relocate and also details of where it intends to relocate to. Adobe expressly reserves the right to terminate this Agreement by notice in the event that Sykes intends to relocate all or any part of its business from Galashiels, Scotland.

6.12

Business Continuity Plan*

6.12.1

Sykes undertakes that it shall, during the Term, comply with and follow its business continuity plan (the "BCP") in effect from time to time (a copy of the plan dated November 1998 has been exhibited to Adobe).

*  CONFIDENTIAL TREATMENT REQUESTED

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6.12.2

Sykes undertakes that it shall, during the Term, continually review, update and improve the BCP and, that it shall not make any amendments to the BCP without the prior consent of Adobe.

7.

PAYMENTS AND TAXES

7.1

Payments

Provided Sykes is in compliance with the terms and conditions of this Agreement, Adobe shall pay Sykes:

7.1.1

the amounts in respect of services to be performed and Finished Goods to be supplied by Sykes hereunder which have been accepted by Adobe in terms of a Purchase Order; and

7.1.2

the payment set out in Part 7 Section A of the Schedule.

7.2

For the avoidance of doubt, the parties hereto hereby acknowledge that no other payments of whatsoever nature other than the foregoing payments set out in this Clause 7.1 shall be payable by Adobe to Sykes in terms of this Agreement.

7.2.1

Invoices properly submitted by Sykes shall be payable net thirty (30) days from date of receipt by Adobe of Sykes invoice (in accordance with Clause 6.3 hereof in respect of payments made in terms of Clause 7.1.1).

7.2.2

If Adobe disputes any portion of any invoice given by Sykes to Adobe, then Adobe will pay the undisputed portion and shall promptly inform Sykes of the nature of the dispute. The parties will use their best efforts to resolve the dispute promptly in accordance with the escalation procedures set out in the Statement of Work.

7.2.3

Payment of an invoice shall not constitute acceptance of products and will be subject to adjustment for errors, shortages, defects or other failure to meet the requirements of this Agreement.

7.2.4

Adobe may, in its own discretion, make payment to Sykes pursuant to this Agreement by electronic means and Sykes confirms that it shall accept said payment by such method.

7.3

VAT

In respect of all payments to be made by Adobe to Sykes in terms of this Agreement, Sykes shall be obliged to provide Adobe with a valid VAT invoice.

7.4

Most favourable payment terms

7.4.1

If at any time during the Term Sykes provides goods or services similar to the goods or services provided in terms of this Agreement to any third party on payment terms which are more favourable in respect of such goods or services than the payment terms provided herein then the parties agree that the payment terms applying to provision of such goods or services hereunder shall, at the request of Adobe, be amended to provide for such favourable payment terms.

7.4.2

Notwithstanding the provisions of Clause 7.4.1 hereof, Sykes shall not be obliged to disclose the identity of any such third party.

7.4.3

Sykes shall be bound to inform Adobe immediately if any such circumstances as set out in Clause 7.4.1 arise at any time during the Term.

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7.5

Taxes and Duties

Except as otherwise provided in this Agreement, Adobe agrees to pay any sales, use, import or export, value added or similar tax or duty relating to Adobe Product Packages delivered pursuant to the terms of this Agreement, other than those based on Sykes' net income (subject to full details of said taxes or duties being set out on invoices provided by Sykes to Adobe in terms of this Agreement). If a resale certificate or other certificate or document of exemption is required in order to exempt Adobe Product Packages from any such liability, Sykes will promptly execute and furnish such document or certificate to Adobe.

8.

WARRANTY

8.1.1

Conformance to Specifications Sykes warrants that:

8.1.1.1

Adobe Product Packages and any Inventory sold to Adobe: (i) will be free and clear of all liens and encumbrances caused by Sykes; (ii) will conform, in all respects, to the Specifications; and (iii) will be of satisfactory quality and otherwise free from defects in materials and workmanship and;

8.1.1.2

no viruses shall be introduced to CD's that are replicated by Sykes or Submanufacturers in terms of this Agreement.

8.1.2

Without prejudice to Clause 13 hereof, Adobe will conduct periodic inspections at Adobe's, Sykes' and Submanufacturers' facilities of Adobe Product Package lots, and notify Sykes in writing of failure to conform to Specifications. Each such notice shall describe the lot virus or defect or the isolated virus or defect (collectively, a "Defect"), as the case may be, in reasonable detail.

8.1.3

If Adobe experiences field failures traceable to a defect severe enough at Adobe's discretion to warrant retraction of distributed Adobe Product Packages, Sykes shall provide immediate support to Adobe in taking corrective action including, if appropriate, a recall program at Sykes expense to repair or replace all Adobe Product Packages which may be defective.

8.1.4

Without prejudice to Clause 8.1.3, if a Defect is caused by the accident, abuse, misuse, neglect, alteration or repair by Sykes or its Submanufacturers or suppliers then Adobe may return the Adobe Product Packages subject to such Defect to Sykes at Sykes' expense, and Sykes will reimburse Adobe for such shipping costs provided that Sykes has consented to the shipping method and cost prior to the return of such Adobe Product Packages (such consent not to be unreasonably withheld) and Sykes shall either repair, replace, or credit Adobe for the price charged by Sykes to Adobe of such Adobe Product Packages (the option being in Sykes' sole discretion).

8.2

Free from defects

In the event Adobe authorizes Sykes to reproduce CD's or disks from the Master Media, Sykes warrants that:

8.2.1

the reproduced media will be free from defects in materials and workmanship for a period of one (1) year from the date of its delivery to Adobe and;

8.2.2

the software portions of the Adobe Product Packages shall digitally match the Master Media.

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8.3

Insurance

Sykes shall obtain and maintain product liability, public liability and professional indemnity insurance policies each with caps of [] Sterling or any statutory minimum in place from time to time, in respect of each of such policies with a reputable insurance company in respect of Sykes liabilities hereunder both during subsistence of this Agreement and for a period of five years after its expiry or termination. For as long as such insurance is required as aforesaid, Sykes shall submit to Adobe annually (on the anniversary of the Effective Date):—

a.

copies of all relevant insurance policies; and

b.

such evidence of payment of premiums (including payment receipts) as Adobe shall reasonably require in respect of such insurance to show that it has been obtained and renewed.

Without prejudice to the foregoing Adobe shall be entitled to require sight of such evidence of insurance.

9.

IP RIGHTS AND CONFIDENTIAL INFORMATION

9.1

Acknowledgment and Protection of IP Rights*

Sykes acknowledges that the Documentation, Master Media, Inventory, IP Rights, Confidential Information Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials relating to the Adobe Product Packages only to employees and consultants of Sykes or Submanufacturers approved by Adobe pursuant to Section 2.5 ("Use of Third Parties") with a need to know such information and who have signed confidentiality agreements or other written policies of Sykes which obligate them to take all reasonable precautions to prevent disclosure of such Confidential Information to other parties (said confidentiality agreements or written policies to be no less onerous than those set out in this Clause 9) .

9.2

No Publicity

Sykes shall not publicly disclose the existence of this Agreement nor disclose any terms of this Agreement, orders, forecasts or deliveries hereunder at any time, without the prior written consent of Adobe. Neither party shall disclose the terms of this Agreement without the prior written consent of the other party, except (i) as may be required by law or (ii) such limited disclosure as may be reasonably necessary to either party's bankers, lawyers or accountants.

9.3

Confidentiality

Sykes agrees that it will not reproduce, make use of, disseminate, or in any way disclose Confidential Information to any person, firm or business, except to the extent necessary for negotiations, discussions, and consultations with personnel or authorised representatives of Adobe, and for the purpose of fulfilling the terms of this Agreement.

9.4

Sykes agrees that it shall treat all Confidential Information with the same degree of care as it accords to its own confidential information and Sykes represents that it exercises reasonable care to protect its own confidential information.

*  CONFIDENTIAL TREATMENT REQUESTED

15

9.5

Sykes agrees that it will not modify, reverse engineer, decompile, create other works from, or disassemble any software programme contained in the Confidential Information, Master Media or Adobe Product Packages.

9.6

Sykes obligations in terms of 9.3, 9.4 and 9.5 and with respect to any portion of Confidential Information shall terminate when and if Sykes can document that (a) it was in the public domain at or subsequent to the time it was communicated to Sykes by Adobe through no fault of Sykes (b) it was rightfully in Sykes' possession free of any obligation of confidence at or subsequent to the time it was communicated to Sykes by Adobe; (c) it was developed by employees or agents of Sykes independently of and without reference to any information communicated to Sykes by Adobe; or (d) the communication was in response to a valid order by a court or other governmental body, was otherwise required by law, or was necessary to establish the rights of either party under this Agreement.

9.7

Adobe agrees to treat as confidential any information which is confidential and proprietary to Sykes and which is provided to Adobe during the term of the Agreement at Adobe's request, and to ensure that all appropriate precautions are in place to ensure that all such information is treated as confidential by it, its officers and employees. Adobe's obligations in terms of this Clause 9.7 and with respect to any portion of such confidential information shall terminate when and if Adobe can document that (a) it was in the public domain at or subsequent to the time it was communicated to Adobe by Sykes through no fault of Adobe; (b) it was rightfully in Adobe's possession free of any obligation of confidence at or subsequent to the time it was communicated to Adobe by Sykes; (c) it was developed by employees or agents of Adobe independently of and without reference to any information communicated to Adobe by Sykes; or (d) the communication was in response to a valid order by a court or other governmental body, was otherwise required by law, or was necessary to establish the rights of either party under this Agreement.

9.8

Neither party shall communicate any information to the other in violation of the proprietary rights of any third party.

10.

PROPRIETARY NOTICES & TRADEMARKS

10.1

Proprietary Notices

Sykes agrees that each Adobe Product Package shall contain the same proprietary notices that appear on or in the Master Media and other materials delivered by Adobe to Sykes, and any other notices required by Adobe to preserve Adobe's and its suppliers' IP Rights.

10.2

Ownership of Marks

Sykes acknowledges the validity of the Trademarks and their ownership by Adobe or its suppliers, agrees that it will do nothing inconsistent with such ownership and that all use of the Trademarks by Sykes shall inure to the benefit of and be on behalf of Adobe and its suppliers. Sykes agrees that nothing in this Agreement shall give Sykes any right, title or interest in the Trademarks other than the right to use the Trademarks in accordance with this Agreement and Sykes agrees that it will not challenge the title of Adobe or its suppliers to the Trademarks.

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10.3 Infringement Proceedings

Sykes agrees to notify Adobe of any unauthorized use of the Trademarks or any Component of the Adobe Product Packages by others promptly as such use comes to Sykes' attention. Adobe shall have the sole right and discretion to bring infringement or unfair competition proceedings involving for said unauthorized use. On request by Adobe, Sykes shall provide Adobe at the expense of Adobe, with such assistance as is required by Adobe (acting reasonably) in bringing said infringement or unfair competition proceedings.

11.

PATENT, COPYRIGHT AND TRADEMARK INDEMNITY

11.1

Subject to the limitations set forth herein below, Adobe shall defend Sykes from all claims, suits or proceedings with respect to any claim that the Adobe Product Packages as designed by Adobe, infringe upon any European Union ("EU") member state copyright, trade mark or patent; provided, however, that Sykes, at its own expense (i) promptly notifies Adobe in writing of such claim, suit or proceeding (ii) gives Adobe the right to control and direct investigation, preparation, defense and settlement of any claim, suit or proceeding; (iii) makes no admission of liability; and (iv) gives assistance and full co-operation for the defense of same and further provided that Adobe's liability with respect to portions of Adobe Product Packages provided by or licensed from third parties will be limited to the extent Adobe is indemnified by such third parties. Adobe shall pay any resulting damages, costs and expenses finally awarded to a third party but Adobe is not liable for such amounts, or for settlements incurred by Sykes without Adobe's written authorisation. If such claim, suit or proceeding has occurred or, in Adobe's opinion, is likely to occur, Adobe may, at its election and expense, either obtain for Sykes the right to continue manufacturing such allegedly infringing Adobe Product Packages, replace or modify the Adobe Product Packages so they are not infringing, or remove such Adobe Product Packages from this Agreement.

11.2

Limitations on Indemnity

The provisions of the foregoing indemnity shall not apply with respect to any instances of infringement based upon or arising out of use of any Adobe Product Package which has been modified by Sykes or any third party (except to the extent such modifications are authorized and approved by Adobe). Notwithstanding any other provisions, the foregoing indemnity shall not apply with respect to any infringement based on Sykes' activities occurring subsequent to its receipt of notice of any claimed infringement unless Adobe shall have given Sykes written permission to continue to reproduce and assemble the allegedly infringing Adobe Product Package. This shall be Adobe's sole and exclusive obligation for breach of this indemnity.

12.

FORCE MAJEURE

12.1

Neither party shall be liable by reason of any failure or delay in the performance of its obligations under this Agreement on account of strikes, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labour conditions, earthquakes, material shortages or any other cause which is beyond the reasonable control of such party. If such events cause a failure or delay by Sykes, then Sykes will notify Adobe of the causes of such failure or delay and the period of performance will be extended by a period equal to the delay caused by such event.

17

12.2

Upon determination by Adobe that the event will impact Sykes print and/or production of Adobe product for a period to exceed [], Sykes will immediately arrange to shift production to such other Sykes European or Ireland Customer Operations Centres (if assembly impacted) or to other print suppliers (if print plant impacted), to bring Adobe production back to delivery schedule level as quickly as possible, and in no case longer than []. Sykes will participate with Adobe, at Adobe's discretion, to recover print or production through other Adobe third party vendors as may be required to ensure restoration of Adobe revenue shipments. Upon resolution of any such event, Sykes will make every effort to allocate its print and/or production capacity, without additional cost to Adobe, to meet required delivery schedules, and to restore print and/or production to the original plants. For the avoidance of doubt, if there is any conflict between this Clause 12 and the BCP, the provisions of this Clause 12 shall prevail.

13.

RIGHT OF AUDIT

13.1

Sykes shall (and shall procure that all Submanufacturers shall) permit Adobe and/or its nominated representatives to inspect Sykes' and/or Submanufacturer's records pertaining to the services provided in terms of this Agreement (including, without limitation to the foregoing, all financial records) and to enter any premises of Sykes or Submanufacturers at which the Adobe Product Packages are being manufactured and/or stored and to inspect the activities at such premises to ensure compliance by Sykes and/or Submanufacturers with all the terms of this Agreement including, without prejudice to the foregoing generality, the terms of Clauses 2.5, 2.6, 5, 6, 8, 9 and 10 of this Agreement. Where said premises are not owned or controlled by Sykes, Sykes shall procure all necessary rights of entry to enable Adobe to exercise its right of inspection hereunder.

13.2

In the event that the inspection referred to in Clause 13.1 discloses a material failure of Sykes to comply with its obligations in terms of this Agreement, Sykes shall pay the costs of the inspection within thirty (30) days of Adobe's demand.

13.3

Any inspection conducted pursuant to Clause 13.1 shall be conducted during regular business hours in such a manner as not to interfere with Sykes' normal business activities. Any and all rights of Adobe set out in this Clause 13 shall be without prejudice to Adobe's other rights and remedies at law and under this Agreement.

13.4

Sykes shall inspect all relevant records of Submanufacturers in accordance with the terms of Clause 13.1 on behalf of Adobe and at the request of Adobe to ensure compliance with the terms of this Agreement, and shall report any breaches to Adobe immediately at which point Sykes shall be obliged, at the request of Adobe, to cease using such Submanufacturers.

14.

TERM AND TERMINATION

14.1

Unless earlier terminated as provided herein or otherwise agreed in writing, the term of this Agreement shall begin on the Effective Date and shall continue in force for the duration of the Adobe Product Release for which Sykes is providing services hereunder ("Term').

14.2

Termination Without Cause

Either party may terminate this Agreement without cause upon ninety (90) days' prior written notice to the other party subject always Clause 14.1 hereof and Adobe's right to terminate in accordance with Clause 6.11 hereof.

*  CONFIDENTIAL TREATMENT REQUESTED

18

14.3

Default, Notice and Termination Without Cure

14.3.1

If Sykes materially defaults in the performance of any provision of this Agreement (a material default for the purposes of this Clause shall be deemed to include, without prejudice to the foregoing generality, breaches of Clauses 2.5, 2.6, 6.9 and 8 together with breaches of inventory control and anti-piracy provisions set out in the Statement of Work), Adobe may give written notice to Sykes that if the default is not cured within ten (10) days, the Agreement will be terminated and, upon expiration of such period without cure, this Agreement shall be terminable by Adobe immediately on giving notice. For the avoidance of doubt, if a breach is incurable, Adobe shall have the right (in its sole discretion) to serve notice to terminate on Sykes to take effect immediately.

14.3.2

Notwithstanding the terms of Clause 14.2.1, Adobe will set out in the Statement of Work an escalation procedure in relation to complaints and disputes which the parties hereto will adhere to during the Term.

14.4

Insolvency

This Agreement shall immediately and automatically terminate, without judicial intervention, if either party is declared bankrupt, files for moratorium on payments of its debts or seeks any other relief, or if either party shall go into liquidation (other than for a member's voluntary liquidation for the purposes of reconstruction or amalgamation) or enter into a scheme or voluntary arrangement with its creditors or become subject to an administration order or have a Receiver appointed over any of its property and assets or undergo any proceeding analogous to any of the foregoing events. Both parties shall use best efforts to notify the other party hereto immediately if one of the foregoing events occurs.

14.5

Rights Upon Termination

Upon the termination of this Agreement for any reason:

14.5.1

Discontinuation of Use and Return of Copies

Sykes shall immediately discontinue reproduction and return or destroy, at Adobe's option, the Master Media and Adobe Product Packages in the Inventory, and Confidential Information, and all copies in its possession of the foregoing (including copies placed in any storage device under Sykes' control). For the avoidance of doubt, if termination is due to the fault of Sykes, the costs of destruction in terms of this Clause 14.5.1 shall be borne by Sykes.

14.5.2

Payment of Inventory

Sykes shall cooperate with Adobe to sell and/or move Inventory to either Adobe or Adobe's Designated Destination (at Adobe's sole discretion) such that the sale and/or move may be completed within 7 days of the termination. Adobe shall have no obligation to purchase Inventory unless, prior to termination, said Inventory was purchased by Sykes pursuant to a Print Authorisation form or Purchase Order submitted by Adobe.

14.5.3

Termination Compensation

19

Sykes shall not be entitled to any compensation, damages or payments in respect of any goodwill that has been established or for any damages on account of prospective profits or anticipated sales, and neither party shall be entitled to reimbursement in any amount for training, advertising, market development, investments or other costs that shall have been expended by either party before the termination of this Agreement, regardless of the reason for, or method of, termination of this Agreement and each party waives its rights under applicable laws for any such compensation, reimbursement, or damages. Except as provided in Clause 14.5.2, Adobe will have no further liability for any costs or expenses relating to the Inventory on the date of termination;

14.5.4

Transfer of Data

Sykes shall immediately provide Adobe with current and accurate copies of Adobe Product Packages, Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials relating to the Adobe Product Packages and all other data which in the reasonable opinion of Adobe is required to enable Adobe to continue reproduction of the Adobe Product Packages with another supplier, provided that such other materials or information is not Sykes' confidential information. Notwithstanding the foregoing provisions of this Clause 14.5.4, at Adobe's request, prior to such termination being effective, Sykes shall provide all reasonable assistance to Adobe to enable Adobe to effect an orderly transfer of the performance of Sykes obligations described in this Agreement from Sykes to a third party of Adobe's choice. Such assistance shall include the provision of all of the items referred to above in this Clause 14.5.4.

14.5.5

Survival of Obligations

Sykes agrees that its obligations pursuant to Clauses 2.1 ("Ownership of Adobe Product Packages"), 2.6 ("No Right to Copy"), 2.8 ("Adobe Special Printing Aids or Equipment"), 7 ("Payments"), 8 ("Warranty"), 9 ("IP Rights and Confidential Information") , 10 ("Proprietary Notices and Trademarks"), 11 ("Patent, Copyright and Trademark Indemnity"), 13 ("Right of Audit"), 14.5 ("Rights Upon Termination") and 16 ("Miscellaneous") shall survive any termination or expiration of rights under this Agreement.

15.

LIMITATION OF LIABILITY.

ADOBE WILL NOT BE LIABLE FOR ANY LOSS OF USE, INTERRUPTION OF BUSINESS, COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY OR SERVICES OR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, DELICT (INCLUDING NEGLIGENCE), STRICT PRODUCT LIABILITY OR ANY OTHER LEGAL OR EQUITABLE THEORY EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

20

16.

MISCELLANEOUS

16.1

Notices

All notices or reports permitted or required under this Agreement shall be in writing and shall be by personal delivery, registered mail or by reputable international courier service. Notice shall be deemed to have been given upon personal delivery, on the date shown on the receipt for registered mail or on the date of delivery shown in the business records of the international courier service. The addresses for service shall be:

For Adobe:

For the attention of:
President of Adobe Systems International, Inc.
345 Park Avenue
San Jose
California 95110 - 2704
USA

with a copy to:

Senior Vice President and General Counsel
Adobe Systems Incorporated
345 Park Avenue
San Jose
California 95110 - 2704
USA

For Sykes:

For the attention of:

The Managing Director
Sykes Enterprises Incorporated, B.V.
Naritaweg 70
1043 BZ Amsterdam
The Netherlands

or as subsequently notified by the parties from time to time.

16.2

Assignation

The rights and interests of Sykes under this Agreement are not assignable without prior written consent of Adobe. Any sale or other transfer of substantially all of Sykes' assets by consolidation, merger or reorganization, of a majority of the voting stock of Sykes, shall be an assignation for purposes of this Agreement. The rights and interests of Adobe under this Agreement are fully assignable by Adobe subject to credit approval by Sykes. Subject to the foregoing, this Agreement shall be binding on and inure to the benefit of the parties of this Agreement and their respective successors and assignees.

16.3

Governing Law and Forum

The terms of this Agreement shall be governed by the Laws of Scotland and the parties hereto hereby submit to the exclusive jurisdiction of the Court of Session Scotland.

16.4

Severability

If any provision of this Agreement is declared by a court of competent jurisdiction to be invalid, void, or unenforceable, the remaining provisions nevertheless will continue in full force and effect without being impaired or invalidated in any way and the parties agree to substitute for the invalid provision a valid provision approximating the intent and economic effect of the invalid provision.

21

16.5

Entire Agreement

This Agreement including the Schedule contains the entire agreement between the parties and supersedes any and all other agreements, whether written or oral, between the parties relating to the same subject matter, except as may be subsequently provided in writing and agreed upon by the parties. In the event of a conflict or inconsistency between this Agreement or the Schedule and any terms and conditions attached to a Print Authorisation form or Purchase Order then the provisions of this Agreement or the Schedule shall prevail with respect to the specific provisions to which such conflict pertains.

16.6

Modification and Waiver

No supplement, modification, or amendment of this Agreement shall be binding unless executed in writing by both of the parties. No waiver of any of the provisions of this Agreement shall be deemed or shall constitute a waiver of any other provision (whether or not similar) nor shall such waiver constitute a continuing waiver. The failure of either party to require performance by the other party of any provision of this Agreement shall not affect the full right to require such performance at any subsequent time, nor shall the waiver by either party of a breach of any provision of this Agreement be taken or held to be a waiver of the provision itself.

16.7

Section Headings

Section headings are inserted for convenience only and will not be considered to define, limit or affect the interpretation or construction of this Agreement.

16.8

Country of Origin

Sykes shall, where possible, provide Adobe, prior to the initial delivery of any Adobe Product Package, with a certificate of origin for such Adobe Product Package. If the country of origin for any Adobe Product Package should change, Sykes shall provide a new certificate of origin prior to the delivery of any Adobe Product Package affected by such change. Further, where Components are provided to Adobe by a supplier which is a company registered in Scotland, Sykes shall procure that said company provides Adobe with a certificate of origin for said Components.

16.9

Compliance with Laws

Sykes shall, in carrying out this Agreement, comply with all statutes, ordinances, codes, instruments, regulations, resolutions, rules,, requirements and directives and all decisions, judgements, writs, interdicts, injunctions, orders, decrees or demands of courts, administrative bodies and other authorities having jurisdiction over the subject matter of this Agreement.

22

    IN WITNESS WHEREOF these presents on this and the preceding twenty-four (24) pages together with the Schedule in nine (9) parts attached hereto are executed as follows:

For and on behalf of
ADOBE SYSTEMS INTERNATIONAL LIMITED PARTNERSHIP
by Adobe Systems International, Inc. its General Partner

at

on January 26, 2000

By

/s/ JIM BRIODY
J.F. Briody, President

For and on behalf of
SYKES EUROPE LIMITED
by a Director thereof

at

on January 26, 2000

/s/ SCOTT J. BENDERT
Sr. Vice President and Director

before the following witness

/s/ GERRY L. ROGERS

Witness

Director

Gerry L. Rogers

Full Name

100 N. Tampa St. Ste. 3900

Address

Tampa, FL 33602

23

THIS IS THE SCHEDULE IN NINE (9) PARTS REFERRED TO IN THE FOREGOING AGREEMENT
BETWEEN ADOBE SYSTEMS INTERNATIONAL LIMITED PARTNERSHIP AND SYKES EUROPE LIMITED

Part 1

Bill of Materials

24

Part 2

Master Production Schedule

25

Part 3A

Print Authorisation form

WH
COMP
DES
ON
HAND
ON
ORDER
DATE
DUE
ALLOC
11/10
ALLOC
18/10
ALLOC
25/10
ALLOC
03/12
TOTAL
MTD
M1
M2
M3
M AVG
FREE
11/10
FREE
18/10
FREE
25/10
FREE
01/11
F/C TO
03/12
COMMENT
WK
SHORT
WK SHORT QTY

XC 9001-9056 PHSP 5 5 M UPG BOX D 0 0 "NULL" 0 150 150 0 300 0 0 0 0 0 0 -150 -300 -300 -300 5000 ordered 2 -150

XC 9001-9057 PHSP5 5 PC UPG BOX D 0 0 "NULL" 900 150 150 0 1200 0 0 0 0 0 -900 -1050 -1200 -1200 -1200 4,000 ordered today 1 -900

XC 9001-9058 PHSP5 5 MW P4 UPGS D 0 0 "NULL" 300 0 0 0 300 0 0 0 0 0 -300 -300 -300 -300 -300 10,000 ordered today 1 -300

XC 9001-9059 PHSP5 5 MW 5 UPGS D 0 0 "NULL" 600 300 300 0 1200 0 0 0 0 0 -600 -900 -1200 -1200 -1200 10,000 ordered today 1 -600

XC 90019159 BRO AEFT 4 1MP.GENGB 0 0 "NULL" 0 200 100 0 300 0 0 0 0 0 0 -200 -300 -300 -300 await files - build w/out 2 -200

XC 90019162 STK PHLE.5MP.GEN.GB 0 0 "NULL" 50 5 0 0 55 0 0 0 0 0 -50 -55 -55 -55 -55 await files 1 -50

XC 90019163 STK PHLE.5MP.GEN.D 0 0 "NULL" 0 500 0 0 500 0 0 0 0 0 0 -500 -500 -500 -500 await files 2 -500

XC 90019165 STK PHLE.5MP.GEN.S 0 0 "NULL" 0 5 0 0 5 0 0 0 0 0 0 -5 -5 -5 -5 await files 2 -5

XC 90019168 STK PHLE.5MP.GEN.NL 0 0 "NULL" 0 5 0 0 5 0 0 0 0 0 0 -5 -5 -5 -5 await files 2 -5

XC 90019172 CD PHSP5.5MP.GEN.I 0 0 "NULL" 122 420 390 0 932 0 0 0 0 0 -122 -542 -932 -932 -932 await gm 1 -122

Part 3B

    Purchase Order

[Blank Purchase Order]

26

[Exhibit]

27

TERMS AND CONDITIONS OF PURCHASE

1.
DEFINITIONS AND INTERPRETATION

    In this document, the following words and expressions shall have the following meanings. "Conditions" means these terms and conditions and any terms on the Purchase Order; "Contract(s)" means contract(s) for the purchase of Services and/or Goods between us and you constituted by our submission of a Purchase Order and your acknowledgement thereof; "Price' means the total price stated for your performance of the Scope of Work as detailed an the Purchase Order (subject to Clause 3): "Purchase Order(s)" means the Purchase Order(s) to which these Conditions are attached; "Scope of Work" means the services (the "Services") we propose you perform as set out in the Purchase Order and/or any goods to be provided whether relative to such Services or not, (the "Goods') as such Services and/or Goods may be varied by agreement in writing between you and us from time to time; "us" means Adobe Systems Europe Limited and its subsidiaries and associated companies ("our" and "we' being construed accordingly); "you" means the supplier of Services and/or Goods detailed in the attached Purchase Order ("your" being construed accordingly).

2.
ACCEPTANCE OF CONDITIONS

    All orders for Services and/or Goods placed by us shall be subject to these Conditions. These Conditions shall be deemed to be incorporated in any and all Contracts. These Conditions constitute the whole agreement between you and us to the exclusion of any other terms and conditions on which any other documentation from you may have been submitted, or subject to which any Purchase Order is accepted or purported to be accepted by you. Purchase Order(s) and Contract(s) between you and us may not be modified or varied unless we specifically accept the modification or variation in writing, or it is permitted by the terms of the Conditions. If there is any conflict between these Conditions and the conditions in any communications from you whether upon initial acceptance of these Conditions or at any time thereafter, these Conditions shall prevail.

3.
PRICE

    The Price of the Services and/or Goods and payment terms are as stated in the relevant Purchase Order and the Price shall include any applicable charges, including but not limited to freight charges, insurance, packaging customs duties and any and all costs of supply, including but not limited to the installation of any Goods if applicable, where installation is to be performed by you as required by the Scope of Work. The Price also includes your customary discount for prepayment, prompt payment, bulk purchase or volume purchase (as applicable). The Price excludes Value Added Tax (which is payable by us. where relevant, subject to receipt of a valid VAT invoice).

4.
SCOPE OF WORK

    You shall perform the Services and/or supply the Goods in accordance with the Scope of Work. We may vary the Scope of Work at any time, and you shall be deemed to have accepted any such variation(s) within 7 days of the date of our written despatch of such variation(s) unless you advise us in writing within such period that you reject such variation(s). If you reject any variation(s) as aforesaid we may revert to the original Scope of Work or cancel the Purchase Order(s) in question without penalty.

5.
INSPECTION

    We may review the Services during performance and/or inspect and test the Goods during design, manufacture, processing or storage as applicable and you shall provide us with all facilities to enable us to undertake any such review; any such inspection, review and/or testing is without prejudice to Clauses 11 and 12. If we are not satisfied that the Services and/or Goods comply in all respects with the Purchase Order(s). the Scope of Work and/or these Conditions and we so inform you, either orally or in writing. you shaft take such steps as are necessary to ensure compliance, without extra cost to us.

28

6.
PACKAGING; COMPLIANCE WITH STANDARDS

    You shall comply with all applicable regulations and other legal requirements, including but not limited to EC requirements, concerning manufacture, performance, storage, packing, packaging and delivery of the Services and/or Goods.

7.
PERFORMANCES OF SERVICES/DELIVERY OF GOODS

    You shall deliver any Goods required in terms of the Scope of Work to the address stated on the Purchase Order(s). during our normal business hours on the delivery date(s) specified in the Purchase Order. You shall perform the Services in accordance with the times(ales specified in the Purchase Order(s). The time(s) and date(s) of performance of the Services and/or delivery of the Goods shall be of the essence of the relevant Con13'ac't(s). We may cancel any Purchase Orders and rescind the relevant Contracts if performance or deliveries are not made in accordance with these Conditions of, where performance and/or delivery is to be made by installments and you fail to make any or alt of such installments in accordance with the performance timetable or by the delivery dates stated in the Purchase Order. Our exercise of any such rights shaft be without prejudice to our other rights under the Contract in question. If urgent performance or delivery is necessary due to your failure to perform or deliver to schedule, you shall be responsible for any extra charges you incur in such urgent performance or delivery

8
PAYMENT

    We shall make payment to you only pursuant to your valid and correct invoice. All such invoices must stipulate our purchase Order number, a description of Services to which it relates and/or a description and the quantity of the Goods to which it relates. Following our receipt of your correct invoice, we shall pay such invoke within 30 days of the date of receipt of such invoice but payment by us shaft not constitute any admission by us of your satisfactory performance of your obligations. We may set of/any or all sums due to us by you against any or all sums due to you by us under any Contract(s) or otherwise.

9.
OWNERSHIP

    Property any Goods shall pass to us upon delivery, unless payment for the Goods is made prior to delivery, when it shall pass to us once payment has been made and the Goods have been appropriated to the Purchase Order(s) in question. Risk of loss or damage to any Goods shall only pass to us on delivery at our premises in accordance with Clause 7 of these Conditions. We may cancel any Purchase Order(s) without penalty at any time by giving you written notice.

11.
QUALITY

    You warrant and represent that the Services and/or Goods shall conform in all respect5 to the description stated in the relevant Purchase Order(s) and-to the Scope of Work and otherwise with any and all statements and/or undertakings made by you and your servants or agents, prior to us placing the relevant Purchase Order(s) whether in any trade literature of otherwise end shall be otherwise fit for the purpose for which they are intended This warranty shall be in addition to and without prejudice to any statutory rights we may have.

    Without prejudice to the foregoing, you warrant and represent to us that all the Services and/or Goods shall be of first class quality and recognise that Purchase Order(s) will be placed relying on your skill and expertise and any statements and representations made by you. If any of the Services and/or Goods are defective or inferior in quality upon performance or delivery or prove to be defective or inferior in quality within 12 months of performance or delivery (or such longer period as may be stipulated in the Purchase Order(s) in question) whether or not during any process in our business or thereafter, then we may require you without prejudice to our other rights (at your sole cost and expense) to (i) refund the Price (or obtain a credit in relation to any invoices rendered but not paid); or (ii) rectify the defects, or (iii) in the case of Services, to correct such defective or inferior Services. or (iv) replace the Goods. You shall bear all risk of loss of or damage to Goods or loss or damage caused by the Services after our notification to you that such

29

Services and/or Goods are defective or inferior in quality. All the obligations in this Clause 11 shall further apply to any such rectified or replacement Services and/or Goods. For the avoidance of doubt, any deviation from the Scope of Work regarding inspected samples shall give us the right to cancel the whole or any part of the Purchase Order(s) in re, abort to which such samples are drawn.

    We shall assume, unless you advise us to the contrary, that any Services and/or Goods supplied by you which are comprised of computer hardware and/or software (including but not limited to embedded microprocessors and/or microcode) shall conform with The British Standards Institute's DISC PD2000-1 standard concerning Year 2000 compliance We reserve the right to cancel any Purchase Order without penalty where you have advised us that the Services and/or Goods to be supplied by you do not conform with such standard. This right shall be without, prejudice our other rights and remedies.

12.
INDEMNITY

    You shall keep us fully and effectively indemnified in respect of all liabilities, damages, costs and expenses, arising from: (a) any and all claims for infringement of the intellectual property rights of any third party by reason of your performance of the Services or use or sale of the Goods supplied and any action for such infringement under which we may become liable including but not linked to any claim for payment of royalties; and (b) any and all claims in contract, delict, tort or otherwise for direct and/or indirect damages to property or injury or loss to any person, firm or company or for any consequential loss or loss of profit or production (including but not limited to any downtime) arising out of, or occasioned by (i) any and all errors in Goods and/or Services supplied by you; and/or (ii) any and all failures or delays in performance and/or delivery under Clause 7; and/or (iii) any and all breaches of Clause 11 and/or otherwise occasioned as a result of any act omission, default or misrepresentation by you or any one of your servants cc agents or sub-contractors. Our rights and remedies under this Clause 12 shall be without prejudice to any other rights or remedies we have under common law or statute. The obligations contained in this Clause 12 and our rights in terms of Clause 11 shall survive the termination or performance of the relevant Contract(s).

13.
INTELLECTUAL PROPERTY

    All intellectual property rights embodied in any software, artwork, designs, sketches, drawings, components, photography, or finished goods (and all design or preparatory works) produced by you, your employees or sub-contractors in connection with any Purchase Order on our instructions or created by you, your employees or sub-contractors in performance of the Scope of Work shall vest in us. You undertake to execute any formal assignation we may request and to assist us as we may record in formally registering such rights.

    Without prejudice to your obligations in Clause 12. it any portion of the rights identified in the preceding sub-paragraph is/are reserved by a third party, you shall identify such third party and the nature of such rights in writing to us. You shall also obtain effective assignation(s) of or licenses to all such third party rights (for the benefit of such party or parties as we may designate), and shall provide such evidence of such assignation(s) or licenses as we may from brae to brae request. The cost of obtaining such licenses or assignations shall be deemed to be included in the Price.

14.
TERMINATION

    If you become apparently insolvent, or have received an order made against you or entered into any composition or arrangement with your creditors or, if a company, you commence to be wound up (not being a members voluntary winding up for the purposes of reconstruction or amalgamation) or carry on your business under a receiver or administrator tot the benefit of your creditors or any of them, we may either (i) terminate any or all Contracts(s) with immediate effect by notice in writing to you or the receiver, administrator, or liquidator or to any person in whom the Contract(s) may become vested, or (ii) give such receiver, administrator, liquidator or other person as the case may be the option of carrying out the Contract(s) subject to its providing a guarantee for the due and faithful performance of the Contract(s).

30

    If you at any time breach any of the Conditions in relation to any Contract(s), we may cancel relevant Contract(s) then outstanding and withdraw any and all Purchase Order(s) open for your acceptance at that time.

    Termination of any Contract(s) shall not affect the rights and remedies accrued by the parties as at the date of such termination or any rights or obligations which due to the nature thereof are intended to survive termination (including but not limited to Clauses 11 and/or 12)

15.
ASSIGNATION GOVERNING LAW

    You shall not assign or sub-contract any of your rights or duties under any or all of the Contract(s) without receiving our prior written approval. We may assign or otherwise transfer the benefit and/or burden of any or all Contract(s) without restriction. These Conditions and all Contracts will be governed and construed in accordance with the Laws of Scotland and you submit to the non-exclusive jurisdiction of the Scottish Courts.

31

Part 4
Specifications

32

SYKES
Real People Real Solutions.

Technical Specifications Report

Date: 15^th April 1999

To:

Sally Jorjani, Adobe Systems Europe Limited
Fiona Robertson, Adobe Systems Europe Limited

From:

Gail Wilson, Sykes Europe Limited

Circulation:

Diane Douglas, Richard Brown, Jackie Haldane, Sykes Europe Limited

User Guide:

Page Size:

214 × 190mm

Material: 90gsm McQueen Special Matt

Cover Material: 240gsm Harden Gloss

User guides can range in the number of colours printed throughout the guide from black only to 4 colour process and even a mixture of the two ie Black with two 4 colour sigs.

Getting Started:

Page Size:

214 × 190mm

Material: 90gsm McQueen Special Matt

Cover Material: Self cover ie 90gsm McQueen Special Matt

Getting Started booklets are normally Black only and the cover is the same material as the text, however there are some exceptions and in this case the spec for the user guide should be used.

Quick Reference Card:

Panel Size:

214 × 190mm

Material: 250gsm Sovereign Gloss

Quick Reference Cards are normally Black and one PMS.

EULA (End User License Agreement)

Page Size

165 × 145mm

Material 90gsm McQueen Special Matt

Registration Card:

Size:

210 × 148mm

Material: 130gsm Sovereign Classical Matt

Product Support Card:

Page Size

235 × 120mm

Material: 230gsm Pacemaker

33

CD Holder:

Size:

130 × 128 mm

Material: 260gsm (1sided) Consort Board

CD holders should all be printed as 4 colour process with the exception of A180.0.

Letters

Page size:

210 × 190mm (A4)

Material: 80gsm Kestral

Generic Box Sleeve:

Overall Size:

240 × 630 mm

Material: 250gsm (2 sided) Sovereign Gloss board

Collection Box Sleeve:

Overall size:

214 × 178 × 240 mm

Material: 250gsm (2 sided) Sovereign Gloss board

Generic Box:

Size:

240 × 214 × 90mm

Material: 117g Test Liner, 105g Bogus/220 gsm Trucard

Box

Size.

240 × 214 × 40mm

Size: 240 × 214 × 40mm

Material: 620micron (1 sided) Sancote Board

Update/Upgrade Box:

Size:

240 × 214 × 40mm

Size: 240 × 214 × 90mm

Material: Brown Kraft/Test inner/B Flute

Collection Slipcase & Wedge:

Size:

210 × 175 × 245mm

Material: 260gsm Truecard / E Flute 127gsm Flutex / 180gsm Inner White top test

34

Part 5

DISC PD—2000

35

DISC

A DEFINITION OF YEAR 2000 CONFORMITY REQUIREMENTS

Preamble to the Summer 1998 amendment

    BSI DISC originally published PD2000-1 in January 1997 and it has been widely adopted. A review of the document was conducted by the responsible committee (BDD/I/3) in the spring of 1998 taking into account comments received. The committee considered that amendments to the fundamental conformity requirements were neither necessary nor desirable. The Definition and the four Rules are unchanged but, to add value to the document and aid its interpretation, the Amplification sections have been amended. This document, PD2000-1:1998, replaces the previous version of PD2000-I but does not change its requirements. An additional document PD2000-4, entitled "PD2000- I in Action" will provide further information on PD2000-l: 1998 together with information on its use.

    Paragraph numbers have been enhanced in the Amplification section to aid referencing and substantial revisions to the document are indicated by side lines against the changed text.

Introduction

    This document addresses what is commonly known as Year 2000 conformity (also sometimes known as century or millennium compliance). It provides a definition of this expression and requirements that must be satisfied in equipment and products which use dates and times.

    It has been prepared by British Standards Institution committee BDD/I/3 in response to demand from UK industry, commerce and the public sector. It is the result of work from the following bodies whose contributions are gratefully acknowledged: BT, Cap Gemini, CCTA, PricewaterhouseCoopers, Halberstam Elias, ICL, National Health Service. National Westminster Bank. Additionally, BSI DISC acknowledges the support of the Electronics and Information Industries Forum (EUF), Action 2000, Taskforce 2000 and Digital Equipment as well as the [original bodies for their participation in the review of this document.

    BSI DISC would also like to thank the following organizations for their support and encouragement in the development of this definition: Barclays Bank, British Airways, Cambridgeshire County Council, Computer Software Services Association, Department of Health, Ernst & Young, Federation of Small Businesses, IBM, ICI, National Power, Paymaster Agency, Prudential Assurance, Reuters. Tesco Stores.

    While every care has been taken in developing this document, the contributing organizations accept no liability for any loss or damage caused, arising directly or indirectly, in connection with reliance on its contents except to the extent that such liability may not be excluded at law. Independent legal advice should be sought by any person or organization intending to enter into a contractual commitment relating to Year 2000 conformity requirements.

    This entire document or the Definition section (including the four Rules) may be freely copied provided that the text is reproduced in full, the source acknowledged and the reference number of this document is quoted. It is recommended that the Amplification section be included. References to "PD2000-1:1998" shall be interpreted as meaning the entire document.

The Definition

    Year 2000 conformity shall mean that neither performance nor functionality is affected by dates prior to, during and after the year 2000,

    In particular:

Rule 1  No value for current date will cause any interruption in operation.

Rule 2  Date-based functionality must behave consistently for dates prior to, during and after year 2000.

Rule 3  In all interfaces and data storage, the century in any date must be specified either explicitly or by unambiguous algorithms or inferencing rules.

Rule 4  -Year 2000 must be recognized as a leap year.

36

Part 6
Minimum Terms and Conditions

    As a condition to the grant by Adobe Systems International Limited Partnership to Sykes of a right and license to use Submanufacturers to make duplicate copies of the Software Product(s) Sykes agrees to enter into an agreement with such Submanufacturers with terms that are at least as restrictive as the following:

1.
Submanufacturer shall be permitted access to the master copy of the Software Product (s) solely for the purpose of making copies of such Software Product(s) for Sykes and for no other purpose. Submanufacturer shall make only so many copies of the Software Product(s) as is required to supply Sykes with the number of copies ordered by Sykes, and all such copies shall be made at its facilities located at Submanufacturer further agrees that it will return all such copies to Sykes and will refrain from distributing copies of such Software Product(s) to third parties of from retaining copies for any internal use which is not directly related to its being able to provide the copying services for Software Product(s), as required by this Agreement with Sykes.

2.
Submanufacturer is prohibited from modifying the Software Product(s) or merging or combining the Software Product(s) with other software or from making any other change or addition to the master copy of the Software Product(s) received from Sykes or to any copies of the Software Product(s) which are made by Submanufacturer hereunder.

3.
Sykes is providing Submanufacturer with a master copy of Software Product(s) in object code form only, and Submanufacturer is prohibited from doing anything, including reverse engineering, reverse assembling and decompiling of the Software Product(s), to derive the source code from the Software Product(s).

4.
Submanufacturer is hereby notified that Adobe Systems International Limited Partnership ("Adobe") is the supplier of the Software Product(s) to Sykes. Adobe has licensed Sykes the right to use a third party vendor to make and to supply copies of the Software Product(s), subject to minimum conditions imposed on Submanufacturer under the terms of this Agreement. Such conditions are made expressly for the benefit of Adobe and as third-party beneficiary to this Agreement, Adobe shall have the right to enforce any or all of such conditions, including the right to terminate this Agreement upon giving Submanufacturer notice of intention to terminate, if Submanufacturer shall fail to fulfill its obligations set forth in this Agreement. In the event of such termination, Submanufacturer shall comply with the provisions set forth in Paragraph 10 below for return of all copies of Software Product(s) in its possession or control.

5.
In the event of Submanufacturer's failure to comply with the terms of this Agreement, Adobe and/or Sykes shall have the right to interim interdict in addition to any other remedy available to it.

6.
Any right granted to Submanufacturer hereunder is personal to Submanufacturer, and Submanufacturer may not assign to transfer any right or obligation that it may have under this Agreement to any other party.

7.
Submanufacturer agrees that those techniques, algorithms, and processes contained in the Software Product(s) to be supplied to Submanufacturer by Sykes hereunder constitute trade secret information of Adobe or its licensors and suppliers and will be used by Submanufacturer only in accordance with the terms of this Agreement. Submanufacturer agrees that it will disclose the Software Product(s) only to employees with a need to know who have agreed in writing (i) not to disclose the Software Product(s), (ii) to use the Software Product(s) for the sole benefit of Sykes and only as permitted by this Agreement, and (iii) to take all reasonable precautions to prevent disclosure to other parties. Submanufacturer will take all measures required to protect the proprietary rights of Adobe, its

37

licensors and suppliers in such proprietary information. The obligations set forth in this Paragraph shall survive termination of this Agreement.

8.
Submanufacturer shall affix, to each full or partial copy of the Software Product(s) made by Submanufacturer, all copyright, restricted rights and other proprietary information notices identical to the notices appearing on the master copy of the Software Product(s) supplied to Submanufacturer hereunder, or such other proprietary notices as Sykes or Adobe may require from time to time. Submanufacturer shall exactly duplicate any "Adobe" logos which may appear on the master copy on every copy of the Software Product(s) made from said master copy, and Submanufacturer shall provide Sykes or Adobe with samples of the reproductions upon request from Sykes or Adobe to ensure that Submanufacturer's use of the Adobe trademarks does not impair the rights of Adobe in its trademarks. In the event Adobe determines that Submanufacturer is not meeting the Adobe quality standards with respect to its use of the Adobe trademarks, Sykes or Adobe may give notice to Submanufacturer to improve such quality or cease use of said trademarks and Submanufacturer shall begin immediately to comply with such request.

9.
This Agreement does not grant Submanufacturer any rights to patents, copyrights, trade secrets, trade names, trademarks, or any other rights, franchises, or licenses in respect of the Software Product(s). The Software Product(s) has been supplied to Sykes by Adobe and title to the Software Product(s) and any copies thereof shall remain with Adobe and their third party suppliers.

10.
Sykes may terminate this Agreement at any time, with or without cause, upon providing Submanufacturer with a notice of termination, and upon receiving such notice, Submanufacturer shall immediately discontinue use or copying of the Software Product(s). Within ten (10) days of such termination, Submanufacturer shall have: (i) returned to Sykes all copies of the Software Product(s), including the master copy, in its possession or under its control; (ii) completely destroyed all copies of the Software Product(s) stored in any storage apparatus or media owned or controlled by Submanufacturer; and (iii) presented to Sykes a certificate signed by a corporate officer of Submanufacturer stating that all such copies of the Software Product (s) have been returned or destroyed.

11.
Submanufacturer shall indemnify and hold Sykes and Adobe harmless against any claim, loss, liability or damage, including attorneys' fees and other costs, including costs of litigation, arising out of Submanufacturer's transfer, use, disclosure or copying of Software Product(s) in violation of any provisions contained in this Agreement.

12.
Submanufacturer is prohibited from doing anything with the Software Product(s) not expressly provided in this Agreement.

13.
This Agreement shall be governed by and construed in accordance with the Laws of Scotland.

38

Part 7

Payments

Section A

    []

Section B*

    Should Adobe wish to order any of the following services, the prices are as follows:

    []

CONFIDENTIAL TREATMENT REQUESTED

39

Part 8
SOP11-007

40

Manufacturing Operations

STANDARD OPERATING PROCEDURE

Document #:

11-007

Revision #:

0

Initiated By: Bill Moberly Page I of 4

Release Date: 05/13/98 Released By: Bill Moberly

Title:        Product Inspection Requirements for Turnkey Suppliers

1.

PURPOSE:

To define Adobe® Systems, Inc., product inspection requirements for turnkey suppliers.

2.

SCOPE:

The requirements defined by this document applies to any partnership established between Adobe® Systems, Inc. Manufacturing Operations and a third-party turnkey supplier.

3.

REFERENCES:

None

4.

DEFINITIONS:

Defect: A departure of a quality characteristic from its intended level or state that occurs with a severity sufficient to cause an associated product or service not to satisfy intended normal, or reasonably foreseeable, usage requirements.

Final Assembly: The highest level assembled product, prior to shrink wrap.

Major Defect: A defect that may render the product unfit for use; would be noticed by the consumer, and will likely reduce product salability.

Minor Defect: A defect that will not affect usability of the product; unlikely to be noticed, and of little concern to the consumer.

Subassembly: An assembly that is used at a higher level to build another assembly or included in the final assembly.

5.

PROCEDURES:

5.1

Lot Requirements:

5.1.1

Lot: The total quantity of final assembly units on one (1) pallet, accumulated under uniform conditions for sampling purposes.

5.1.2

Sub-Lot: A quantity of final assembly units representing a fraction of one (I) lot, accumulated under uniform conditions for sampling purposes; i.e.:

5.1.2.1

1 pallet of 200 Units = I 0 Sub-Lots/20 Units Per Lot

5.1.2.2

1 pallet of 400 Units = 20 Sub-Lots/20 Units Per Lot

5.2

Sample Requirements:

5.2.1

5% of one lot = 1 in 20 units manufactured.

5.2.2

5% of subassemblies built in advance of the final assembly.

5.3

Sample Selection:

41

5.3.1

Final Assembly: At minimum, samples selected for inspection will have completed the assembly process post final weigh scale (if used), and prior to shrink-wrapping.

5.3.2

Subassembly: At minimum, samples selected for inspection will have completed the sub-assembly process.

5.4

Inspection Requirements:

5.4.1

Final Assembly:

All final assembly samples are inspected through the subassembly level unless the subassemblies were built, sampled, and inspected prior to final assembly. All inspections will be performed in a manner that will not damage or destroy any components.

5.4.1.1

Visual Defects

5.4.1.2

Build Accuracy

5.4.2

Subassembly:

5.4.2.1

Visual Defects

5.4.2.2

Build Accuracy

5.5

Defect Classifications:

5.5.1

Major:

5.5.1.1

Cosmetic: Pages unglued, large spots, streaking, gouges, tears, or nicks on the visible ("Panel A") area impacting copy and/or graphics; coating defects that affect the visual appearance of the component, i.e., blistering, peeling, cracking, or creasing over more than 25% of the print area.

5.5.1.2

Damaged: Any defect that affects the functionally of the component. This can include, but not be limited to, broken, cracked, crushed, defaced, gouged, and torn.

5.5.1.3

Extra: Additional security sensitive component(s) found in product. Security sensitive components include CDs, CD Keys, Diskettes, Dongles, and Serial Number Labels.

5.5.1.4

Missing: Required component(s) not found in product.

5.5.1.5

Wrong: Incorrect component(s) found in product or serialization matching error.

5.5.2

Minor:

5.5.2.1

Cosmetic: Slight dog-ears of pages or a slightly bent cover, coating has slight cracking, or minor folding defects; minor scratches, smudges, hickeys, spots, nicks, streaks, or creases that cover minimal surface areas and do not render copy/graphics illegible.

5.5.2.2

Extra: Additional component(s) not classified as security sensitive.

5.5.2.3

Orientation: Component(s) not in order specified, label placement incorrect or skewed.

5.6

Acceptance Requirements:

5.6.1

Accept = 0 Reject = 1

5.6.2

Rejected lot(s) is segregated and 100% inspected/reworked.

5.6.3

If sub-lots were utilized in accordance with Section 5.1.2, the turnkey supplier's process must be able to accurately identify and segregate the sub-lots for 100% inspection and rework.

42

5.6.4

All in-process product will be 100% inspected/reworked, up to the point in the process where the defect was found.

5.6.5

No product shall be dispatched until all the activities specified in this document have been satisfactorily completed and the associated data and documentation are available and authorized.

5.7

Inspection and Test Records:

5.7.1

The turnkey supplier shall establish and maintain records which provide evidence that the product has been inspected. These records shall show clearly whether the product has passed or failed the inspections according to the defined acceptance criteria.

5.8

Control of Nonconforming Product:

5.8.1

The turnkey supplier shall establish and maintain documented procedures to ensure that product that does not conform to the requirements specified in this document, is prevented from unintended use. This control shall provide for identification, documentation, evaluation, segregation, and disposition of nonconforming product.

5.9

Release of Product:

5.9.1

No product shall be released until all the inspection activities specified in this document have been satisfactorily completed and the associated data and documentation are available and authorized.

5.9.2

No pallet shall be released until a pallet audit has been conducted in order to verify master canon labels and any other pallet identification tags or documentation.

5.10

DPPM Calculation:***

[]

5.11

Reporting:

5.11.1

Major/Minor DPPM Rates: Weekly

5.11.2

Cumulative Major/Minor DPPM Rates: Monthly

5.11.3

Pareto of Defects: Weekly

5.11.4

Cumulative Pareto of Defects: Monthly

5.12

Performance Grading:

5.12.1

Once per quarter, turnkey suppliers are evaluated on quality performance (Major DPPM)

MIN AQL

MIN % Yield

Major DPPM

Points

[]

6.

DOCUMENT HISTORY:

6.1

New; defines Adobe® Systems, Inc., product inspection requirements for turnkey suppliers;

*
CONFIDENTIAL TREATMENT REQUESTED

43

Part 9
Statement of Work

44

Adobe Order Fulfillment
Statement of Work
version 6.1

December 1999

46

Table of Contents

TABLE OF CONTENTS 2

1. EXECUTIVE SUMMARY 5

1.1 THIS DOCUMENT 5

1.2 ADOBE ORDER FULFILLMENT EXPECTATIONS 5

1.3 ADOBE ORDER FULFILLMENT OBJECTIVES 5

1.4 ADOBE ORDER FULFILLMENT RESPONSIBILITIES 6

1.5 SYKES OBJECTIVES 6

1.6 SYKES RESPONSIBILITIES 7

2. SERVICE MANAGEMENT 7

2.1 ACCOUNT MANAGEMENT STRUCTURE & RESPONSIBILITIES 7

2.1.1 Client Account Manager 7

2.1.2 New Project Implementation 7

2.2 KEY OPERATIONAL TEAMS 8

2.2.1 Engineering Change Control (ECC) 8

2.2.2 Work In Progress (WIP) 9

2.2.3 Purchasing 9

2.2.4 Print Services 9

2.2.5 Freight Management Traffic 10

2.2.6 IT 10

2.3 ESCALATION 11

2.3.1 Complaints 11

3. PRODUCTS & SERVICES 12

3.1 COMPONENT MANAGEMENT 12

3.1.1 Printed Components 12

3.1.2 File Transfer 12

3.1.3 Media Masters 13

3.1.4 First Article Sign-off 13

3.2 ASSEMBLY 14

3.2.1 BOMS 14

3.2.2 Product Assembly 14

3.2.3 Fonts and VPP 17

3.2.4 Serial Number Generation 18

3.3 DISTRIBUTOR ORDER FULFILLMENT 19

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

47

3.4 EDI MESSAGING—TIMESCALES 19

3.5 INVENTORY MANAGEMENT 20

3.5.1 Inventory Control 20

3.5.2 Cycle Counting 20

3.5.3 Warehousing 21

3.5.4 Warehouse Security 21

3.5.5 Inventory Obsolescence 22

3.5.6 Goods Inward 22

3.6 DISTRIBUTION 23

3.6.1 Carrier Management 23

3.6.2 EU/Non EU Customs 23

Helpdesk 23

3.7 RMA 24

4. GENERAL 29

4.1 BILLING 29

4.1.1 Assembly 29

4.1.2 Other Services 29

4.2 QUALITY 29

4.3 BUSINESS CONTINUITY 29

5. REPORTING 30

6. KEY PERFORMANCE INDICATORS 31

6.1 ON TIME DELIVERY (SALES ORDER) 31

6.2 QUALITY 31

6.3 CYCLE COUNT (FINISHED GOODS) 31

APPENDIX A Q 2S04—CORRECTIVE ACTION 32

APPENDIX B IPC06—CREATION OF BILL OF MATERIALS 33

APPENDIX C IPC07 AMENDMENT OF BILL OF MATERIALS 34

APPENDIX D IPC09 CREATION & AMENDMENT OF WORKS ORDER 35

APPENDIX E ADO01 ADOBE BUILD TO ORDER 36

APPENDIX F MAN09 PRODUCT ASSEMBLY 37

APPENDIX G IPC04 CREATION/AMEND. OF MASTER SAMPLE 38

APPENDIX H DIST02—PICKING 39

APPENDIX I DIST04—PACKING 40

APPENDIX J DIST05—ADOBE TRADE CONTINGENCY 41

48

APPENDIX K PIC02—CYCLE COUNTS 42

APPENDIX L STOR01—INCOMING STORES CONTROL 43

APPENDIX M SOP01—TEAM LEAD 44

APPENDIX N SOPPU—ADOBE RMA 45

APPENDIX O VPP 46

49

1.  Executive Summary

1.1  This Document

    This document describes the processes and environment under which the Adobe Order Fulfillment business will be managed at Sykes. The document itemises the activities undertaken, required performance standards and associated negotiated costs. The Statement of Work (SOW) should be seen as a live document and updated as and when necessary.

    All procedural charts are uncontrolled documents and are subject to change.

1.2  Adobe Order Fulfillment Expectations

•
[]

1.3  Adobe Order Fulfillment Objectives

•
[]

1.4  Adobe Order Fulfillment Responsibilities

•
[]

1.5  Sykes Objectives

•
[]

1.6  Sykes Responsibilities

•
[]

2.  Service Management

    Overall responsibility for the performance and management of the Adobe Order Fulfillment lies with the Client Account Manager (CAM) The CAM reports to the Client Services manager who in turn reports to the Director of Business Operations (CPS).

2.1  Account Management Structure & Responsibilities

    The Sykes organisational structure consists of a core management team dedicated to Adobe programmes with responsibility for delivering all aspects of a clients business, whether it is implementation of a project or discussing a new service. The Account or Project owner sit in the centre of the circle and call on the skills, knowledge and expertise of specialist functions within the organisation.

    2.1.1  Client Account Manager*

    ***[]

    2.1.2  *New Project Implementation***

    The CAM will be the project leader for all new project introductions for Adobe Order Fulfillment. This management process will include:

•
Chairing regular launch meetings—internal & external

•
Provision and monitoring of all project timelines and milestone delivery

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

49

•
Liaison with operational units to ensure all necessary information received

•
Ensure volume forecast from Adobe received

•
Work with Client Business manager on Pricing]

2.2  Key Operational Teams

2.2.1  Engineering Change Control (ECC)

•

Artwork

Receipt, logging, checking, proofing

•

Disk Mastering

Set up, sign-off, label overprint

•

BOMS

Part number/Full stock details, creations, management of finished SKU BOMS including entry, checking, amendments, deletions, manufacturing sample control.

Components

Management of components (new & reprints) free issues (components & finished goods), delivery monitoring

Forecasts

Entry, Amendment, deletion

CD ROM

Golden master control, specifications, re-orders POP, delivery monitoring

Sign off

First article checks, press checks, CD's, master print sample control

2.2.2  Work in Progress (WIP)

•

Works orders

loading, trial kits, de-kits, completion, manual orders

•

Serial Numbers

generation and management

•

Scheduling

in conjunction with Planners

•

RNA

breakdown, reworks, destruction

•

BTO/Rapid Response

management and release

•

Reporting

supply/demand, order status, monthly production analysis

•

MPS

forecast entry

•

Distribution

charges pre-paid creation

•

Winsoft

supply components and serial numbers to Winsoft in France for Middle Eastern versions of PhotoShop, PageMaker & Acrobat

2.2.3  Purchasing

•

3rd Party

Vendor Management, placing of orders, pricing negotiation, performance monitoring

•

Quality audits

assist Q/A with quality audits of 3^rd parties

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

50

• Market research Ensuring competitive pricing is applied by all vendors by benchmarking activities and identifying new potential suppliers

• Raw material supply Monitoring the demand storage and supply of raw materials required for manufacture and distribution of all Adobe products

    2.2.4  Print Services

•
[]

    2.2.5  Freight Management/Traffic*

•
[]

    2.2.6  IT

•
Systems support for all manufacturing and fulfillment requirements (EDI, SAP, CS3, MFG-Pro, Serial number generation program).

2.3  Escalation

    Appropriate escalation processes are in place to ensure continuity and control of the business. Any problem that is deemed to be business critical will be immediately escalated to the appropriate level to ensure appropriate remedial as well as long term is taken.

    Issues should be escalated through correct channels, the following identifies the escalation within Sykes:

[artwork]

    2.3.1  Complaints*

    All complaints raised by Adobe will be addressed through Sykes Corrective Action process that is governed by Sykes quality process QS04/01—See Appendix A.

    In the event of any quality complaints received from the field, the following action will be taken:

•
Immediate escalation to Adobe

•
Internal Sykes Action Request Form raised to responsible area

•
All remaining stocks of defective SKU quarantined

•
Quality check of all remaining stock

•
Results informed to Adobe and remedial action agreed

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

51

•
[]

3.  Products & Services

3.1  Component Management

    All component specifications provided by Adobe are held on Sykes server in Galashiels, which is backed up each day of the working week. As contingency hard copy of all component specifications are held at our Print facility.

    3.1.1  Printed Components*

    The following information is required for each new component item:

•
Unique part number

•
Description of item

•
Initial print/production run required

•
Page count (if applicable)

•
Page size (if applicable)

•
Number of colours Material requested

•
File due dates

    3.1.2  File Transfer

    When transferring files to Sykes for the production of components the following is required:

•
Confirmation of the file format i.e. PC INTEL and name of file

•
Versions and fonts that the files are created in

•
Details of any required changes Sykes are to action to the files

•
Expected file availability date

•
Location of file e.g. Folder name

•
Unique file reference

•
Hard copy output

•
Detail of any problems experienced with output in US

    3.1.3  Media Masters

    Adobe will advise when each new CID will be available detailing:

•
Part Number

•
Description

•
Initial quantity

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

52

•
Date CD master due

•
Lead-time required

•
Artwork requirements

    Sykes will advise/be responsible for:

•
Where master is to be sent e.g. direct from Adobe to replicator

•
Logging of orders placed with replicator

•
The return of the master to Sykes 1 month after pressing

•
Verification of new CD

    3.1.4  First Article Sign-off

    Sykes will be responsible for the checking of components received:

•
New order—against original technical specification supplied from Adobe

•
Re-print—against a master sample from Sykes managed component library

3.2  Assembly

    3.2.1  BOMS

i)
New BOMS

    Adobe responsibilities:

•
BOM has accurate and unique part number

•
Draft BOMS delivered to Sykes 8 weeks prior to product launch

•
Finalised BOMS to Sykes 4 weeks prior to launch

    Sykes responsibilities.

•
BOMS accurately- entered on to Sykes production system. The process for this task is included as Appendix B—IPC06 Creation of Bill of Materials

•
[]

ii)
Existing BOMS

    Amendments to existing BOMS is governed by Sykes quality processes—see Appendix C -IPC07 Amendment of Bill of Materials.

iii)
Obsolete BOMS

    Adobe is required to advise Sykes of all BOMS and component part numbers that are obsolete. Sykes are responsible for the deletion of these entries from Sykes inventory systems within [] of notification by Adobe.

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

53

    3.2.2  Product Assembly

    Adobe responsibilities:

•
The provision of adequate forecasting

•
Identification of both Make to Stock (MTS) and Build to Order (BTO) requirements

•
Provision of PO, split by SKU and price to initiate order cycle—this PO should send via EDI message from Adobe SAP to Sykes production system

    Sykes responsibilities:

•
Receipt and acknowledgement of PO via EDI message to Adobe SAP

•
Establishment of component availability

•
Release of work order for product assembly

•
Confirmation of work order completion against Adobe PO number via EDI massage to Adobe SAP

•
Complete order within [] working days, assuming all components are available

    The following illustrates the timetable for order completion:

Period
Action
Owner

Day 1 PO sent to Sykes via EDI from Adobe SAP Adobe

Day 2

Sykes to have completed trial kit and confirm PO acceptance via EDI to Adobe SAP

Sykes

Day 5

Order completed on Sykes production system and Finished Goods booked on to MFG-Pro and Adobe SAP—Available to ship

Sykes

    Sykes maintain master production samples covering each Adobe SKU which are released to the assembly floor with each works order to act as a guide for production.

    The following covers the assembly process:

    Appendix D—IPC09 Creation & Amendment of Works Order

    Appendix E—AD001 Adobe Build to Order

    Appendix F—MAN09 Product Assembly

    Appendix G—IPC04 Creation and amendment of master sample

    The process overleaf details the PO receipt and acknowledgement procedure:

    [Exhibit not available]*

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

54

    3.2.3  Fonts and VPP

    Sykes is responsible for the management, assembly and fulfillment of both Font and VPP orders. The assembly process follows the Build to Order process—see appendix E.

i)
Fonts

•
2 BOMS covering all SKU's (Mac and Windows)

•
Adobe will issue a PO for Font requirements

•
Sykes will issue works order for assembly to build

ii)
VPP

    As for fonts VPP builds are handled through our rapid response cell.

    Adobe responsibilities:

•
VPP PO raised

•
Email VPP customer letter and CEULA as attachments to Sykes Sykes responsibilities:

•
Rapid response of VPP order

•
Re-work of product to incorporate VPP details via email from Adobe

•
Completion of order and receipt on to Adobe SAP (via EDI)

    For Current VPP Process see Appendix 0—VPP

    3.2.4  Serial Number Generation

    Sykes are responsible for the management and generation of all serial number requirements for European production and have developed a fully automated system to deliver this service. The following illustrates this process:

[Exhibit][]

3.3  Distributor Order Fulfillment

    Sykes manage the shipment of Distributor sales orders on behalf of Adobe.

•
Adobe responsibilities:[]

    The processes covering Distributor orders are detailed in:

•
Appendix H—DIST02 Picking

•
Appendix I—DIST04 Packing

•
Appendix J—DIST05 Adobe Contingency

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

56

3.4  EDI Messaging Timescales

    The PO, assembly and shipping process requires the interaction of Sykes systems with Adobe's SAP. The details are as follows:

    Sykes will pick-up Adobe transmission every hour on the half hour. These transmissions will consist of the electronic documents:

•
850—Purchase Order

•
860—Put-chase Order Change

•
940—Shipping Order

•
997—Document Receipt Acknowledgement

    Adobe will-send these documents every hour on the hour. Sykes will send Adobe transmissions every hour on the half hour. These transmissions will consist of the electronic documents:

•
855—PO Confirmation

•
856—Shipping (Build) Notification

•
945—Shipping Confirmation

•
997—Document Receipt Acknowledgement

    Sykes will return the 855 within 1 day of receiving a purchase order. Shipping (Build) notifications will be sent within 1 hour of goods being booked onto Sykes system. The Shipping Confirmation will be transmitted within 1 hour of the shipment being confirmed in Sykes system.

    Adobe will send the Purchase Order document within 1 hour of a purchase order being created in Adobe's system. Purchase Order changes will be sent within 1 hour of creation. Shipping Orders will be sent within 1 hour of creation.

    Both Adobe and Sykes will send the Document Receipt Acknowledgement within 1 hour of receiving a document.

3.5  Inventory Management

    3.5.1  Inventory Control

    Sykes are responsible for the management of all Adobe finished goods inventories on behalf held on Sykes MFG-Pro system.

    Sykes will also ensure effective management of all component stocks to ensure continuance of supply.

    It is understood that Sykes will be responsible for the accurate management of all stock records and will be responsible for the update of all finished good inventory records on both Sykes MFG-Pro system and Adobe SAP via SAP terminal access provided by Adobe.

57

    3.5.2  Cycle Counting

    Sykes responsibilities:

•
[]

    The cycle count process is included in Appendix K—‘IPC02 Cycle Counting

    3.5.3  Warehousing*

    All Adobe finished goods stocks are held in Sykes warehouse in Galashiels, Scotland. Adobe finished goods are stored as complete shrink-wrapped product and held in shipping cartons in warehouse bin locations

    Features of the warehouse:

•
Unique system location

•
Adobe inventory held in designated Adobe areas to increase picking and counting efficiency

•
High security areas available for storage of high value items

    3.5.4  Warehouse Security

•
[]

CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

58

    3.5.5  Inventory Obsolescence

    Adobe responsibilities.

•
Identification and notification of all obsolete finished goods and component SKU's by part number and description

•
Confirmation of action required e.g. destruction

    Sykes responsibilities:

•
Confirmation of obsolescence notification received

•
Confirmation of action taken

•
Update of stock records on both MFG-Pro and SAP

    Note: []

    3.5.6  Goods Inward*

    Sykes responsibilities:

•
Check goods received are as specified on order notification and confirm receipt into Sykes production system if components or into MFG-Pro and Adobe SAP 11 finished goods

•
Check delivery for quality/damage

•
Confirm receipt and log into inventory within 48 hours of receipt

    Sykes standardoods—In operating times are:

Monday - Thursday 08.30 - 17.30

Friday

08:30 - 16:30*

•
Sykes can accept deliveries 24 hrs per day by prior arrangement

    For deliveries of 3rd party stock managed by Adobe, Sykes request that 24 hours notice is given and full details including SKU, description and quantities are provided.

    See Appendix L—STOR01 Incoming Stores Control & Inspection

3.6  Distribution

    Sykes provides distribution services to Adobe:

•
Carrier management

•
EU/Non-EU Customs

•
Helpdesk

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

59

    3.6.1  Carrier Management

    Sykes have established strong relationships with a number of carriers which are utilised to ship on behalf of Adobe.

    Adobe's Distributor contracts will necessitate the requirement that Sykes will be required to liase with a high number of carriers with which we have no previous relationship. Sykes will be responsible for:

•
Documentation correct and available

•
Scheduling collections with all carriers

    3.6.2  EU/Non EU Customs

    Sykes will:

•
Provide guidance on all customs clearance and duty issues for all imports into EU

•
Ensure correct duty and tax is paid

•
Complete all necessary documentation for shipments destined for Distributors inside and outside EU boundaries

•
Liase with Customs to resolve issues and enquiries

Helpdesk

    The Adobe Helpdesk has been set up to provide an efficient method of controlling all Adobe distribution enquiries.

    Opening hours:

Monday - Friday 08:30 - 16:30*

    additional cover is provided between 16.30 and 17.30 but will not provide the full coverage available during normal hours

    Helpdesk Services—see Appendix M—SOP01 Helpdesk

3.7  RMA

    RMA's will be handled as per Sykes existing procedures and any requirements to rework/dispose will be agreed prior to any action with Adobe.

•
All RMA returned from Goods In within 48 hours (<3000 units)

•
Full records of all returned material and subsequent actions are kept

•
All open or damaged product will be destroyed

    The existing RMA process is included as Appendix N—SOP07 Adobe RMA

    The following illustrates the messaging requirements between Sykes and Adobe for RMA:

[Exhibit][]

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

60

4.  General

4.1  Billing

    4.1.1  Assembly

    Adobe will provide Sykes with an itemised PO for all material cost and assembly requirements. This PO will be:

•
Split by SKU (1 SKU per order line) and quantity

•
Inclusive of VAT

•
In GBP Sterling

    Upon completion of a finished goods work order Sykes will confirm receipt of the goods on to Adobe SAP via EDI message 856. This message will immediately initiate an automated payment from Adobe SAP.

    Sykes assume that payments will be:

•
Received weekly

•
Via electronic transfer

    4.1.2  Other Services

    All other services including Management Fee, Warehousing, Fulfillment will be covered monthly by Adobe PO.

4.2  Quality

    Sykes quality system has been in operation since 1989 and is designed to ensure Sykes maintain BS EN IS09002 registration.

4.3  Business Continuity

    Sykes has developed a business continuity plan to ensure the continuity of supply to Adobe. The plan is a dynamic document and is reviewed bi-annually.

    The plan has 2 main goals:

•
Continuity of service provision to Adobe

•
Re-establishment or normal operations

5.  Reporting

    Sykes will provide the following reports to Adobe Order Fulfillment

Report:
Frequency:

Stock Order Report

[]

Business Management Report

[]

Cycle Count Analysis

[]

Excess Inventory Report

[]

Business Review (QBR)

[]

CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

61

6.  Reporting

6.1  On Time Delivery (Sales order)

No.
Title
Measurement
Target

1 On Time Delivery By Line [] []

2

On Time Delivery By Unit

[]

[]

6.2  Quality

No.
Title
Measurement
Target

2 Major-DPPM [] []

6.3  Cycle Count (Finished Goods)

No.
Title
Measurement
Target

1 Absolute Variance—non-security [] []

2

Absolute Variance—security

[]

[]

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

62

Appendix A OS04 — Corrective Action

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

63

Sykes Europe Limited Operating Procedure

Title Corrective Action Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.14

Procedure No. QS 04 Rev. No. 1 Date 19-10-98 No. of Pages 4

Quality Systems Manager Quality Systems Co-ordinator

IMPORTANT:

This procedure should be used when any of the following are received or highlighted:

A client complaint;

A report of product nonconformity related to Sykes Europe Limited activity;

A report of component nonconformity;

A nonconformity raised during any audit (i.e., internal, client, 2^nd or 3^rd party);

A Sykes Europe Limited Quality System nonconformity or nonconformity relating to ISO 9002;

Any improvement or nonconformity identified by anyone regarding the activities of Sykes Europe Limited.

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

64

Sykes Europe Limited Operating Procedure

Title Corrective Action Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.14

Procedure No. QS 04 Rev. No. 1 Date 19-10-98 No. of Pages 4

Quality Systems Manager Quality Systems Co-ordinator

Person identifying the need for action Manager or Team Manager receiving
The "Action Request' Form

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

65

Sykes Europe Limited Operating Procedure

Title Corrective Action Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.14

Procedure No. QS 04 Rev. No. 1 Date 19-10-98 No. of Pages 4

Quality Systems Manager Quality Systems Co-ordinator

Control and Verification of Action Requests

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

66

Sykes Europe Limited Operating Procedure

Title Corrective Action Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.14

Procedure No. QS 04 Rev. No. 1 Date 19-10-98 No. of Pages 4

Quality Systems Manager Quality Systems Co-ordinator

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

67

Appendix B IPC06—Creation of Bill of Materials

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

68

Sykes Europe Limited Operating Procedure

Title Creation of a Bill of Materials Uncontrolled copy #

Responsibility Client Planning Administrator/Client Planning
Co-ordinator ISO Ref. 4.5 & 4.10

Procedure No. IPC 06 Rev. No. 0 Date 16-03-98 No. of Pages 2

Quality Systems Manager IPC Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

69

Sykes Europe Limited Operating Procedure

Title Creation of a Bill of Materials Uncontrolled copy #

Responsibility Client Planning Administrator/Client Planning
Co-ordinator ISO Ref. 4.5 & 4.10

Procedure No. IPC 06 Rev. No. 0 Date 16-03-98 No. of Pages 2

Quality Systems Manager IPC Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

70

Appendix C IPC07 Amendment of Bill of Materials

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

71

Sykes Europe Limited Operating Procedure

Title Creation of a Bill of Materials Uncontrolled copy #

Responsibility Client Planning Administrator & Client Planning
Co-ordinator ISO Ref. 4.5 & 4.10

Procedure No. IPC 06 Rev. No. 0 Date 16-03-98 No. of Pages 2

Quality Systems Manager IPC Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

72

Sykes Europe Limited Operating Procedure

Title Amendment of a Bill of Materials Uncontrolled copy #

Responsibility Client Planning Administrator & Client Planning
Co-ordinator ISO Ref. 4.5 & 4.10

Procedure No. IPC 07 Rev. No. 0 Date 16-03-98 No. of Pages 2

Quality Systems Manager IPC Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

73

Appendix D IPC09 Creation & Amendment of Works Order

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

74

Sykes Europe Limited Operating Procedure

Title Creation and Amendment of a Works Order Uncontrolled copy #

Responsibility Client Planning Co-ordinator/Administrator ISO Ref. 4.9 & 4.10

Procedure No. IPC 09 Rev. No. 1 Date 19-10-98 No. of Pages 2

Quality Systems Manager IPC Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

75

Sykes Europe Limited Operating Procedure

Title Creation and Amendment of a Works Order Uncontrolled copy #

Responsibility Client Planning Co-ordinator/Administrator ISO Ref. 4.9 & 4.10

Procedure No. IPC 09 Rev. No. 1 Date 19-10-98 No. of Pages 2

Quality Systems Manager IPC Manager

Amendment of a Works Order;

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

76

Appendix E AD001 Adobe Build to Order

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

77

Sykes Europe Limited Adobe Specific Procedure

Title Adobe—BTO Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.9

Procedure No. ADO 01 Rev. No. 0 Date 19-10-98 No. of Pages 2

Quality Systems Manager Operations/IPC Managers

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

78

Sykes Europe Limited Adobe Specific Procedure

Title Adobe—BTO Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.9

Procedure No. ADO 01 Rev. No. 0 Date 19-10-98 No. of Pages 2

Quality Systems Manager Operations/IPC Managers

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

79

Appendix F MAN09 Product Assembly

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

80

Sykes Europe Limited Operating Procedure

Title Product Assembly Uncontrolled copy #

Responsibility Manufacturing Team Leader ISO Ref. 4.9 & 4.10

Procedure No. MAN 09 Rev. No. 2 Date 26-08-98 No. of Pages 2

Quality Systems Manager Operations Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

81

Sykes Europe Limited Operating Procedure

Title Product Assembly Uncontrolled copy #

Responsibility Manufacturing Team Leader ISO Ref. 4.9 & 4.10

Procedure No. MAN 09 Rev. No. 2 Date 26-08-98 No. of Pages 2

Quality Systems Manager Operations Manager

**[^*]

For Non-Serialised Products

For Serialised Products**

Order Quantity Check Quantity Order Quantity Check Quantity

1st Off Process Last Off 1st Off Process Last Off

1 to 25 1 0 0 1 to 25 1 1 1

26 to 100 1 0 1 26 to 100 1 1 in 25 1

101 to 199 1 1 1 101 to 199 1 1 in 25 1

200+ 1 1 in 200 1 200+ 1 1 in 25 1

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

82

IMPORTANT: For ALL Adobe products in process check quantities must be 1 in 20.

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

83

Appendix G 1PC04 Creation/Amend. of Master Sample

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

84

Sykes IPC Department Operating Procedure

Title Creation and Amendment of a Master Product Sample Uncontrolled copy #

Responsibility Client Planning Administrator ISO Ref. 4.9

Procedure No. IPC 04 Rev. No. 0 Date 28-01-98 No. of Pages 3

Quality Systems Manager IPC Manager

Creation of a Master Product Sample:

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

85

Sykes IPC Department Operating Procedure

Title Creation and Amendment of a Master Product Sample Uncontrolled copy #

Responsibility Client Planning Administrator ISO Ref. 4.9

Procedure No. IPC 04 Rev. No. 0 Date 28-01-98 No. of Pages 3

Quality Systems Manager IPC Manager

Amendment of a Master Product Sample:

     This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

86

Sykes IPC Department Operating Procedure

Title Creation and Amendment of a Master Product Sample Uncontrolled copy #

Responsibility Client Planning Administrator ISO Ref. 4.9

Procedure No. IPC 04 Rev. No. 0 Date 28-01-98 No. of Pages 3

Quality Systems Manager IPC Manager

**[]

     This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

87

Appendix H DIST02 — Picking

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

88

Sykes Distribution Operating Procedure

Title Picking (Post, Direct & Trade) Uncontrolled copy #

Responsibility Senior Team Lead — Distribution ISO Ref. 4.9

Procedure No. DIST 02 Rev. No. 2 Date 28-08-98 No. of Pages 2

Quality Systems Manager Operations Manager

[^]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

89

Sykes Distribution Operating Procedure

Title Picking (Post, Direct & Trade) Uncontrolled copy #

Responsibility Senior Team Lead — Distribution ISO Ref. 4.9

Procedure No. DIST 02 Rev. No. 2 Date 28-08-98 No. of Pages 2

Quality Systems Manager Operations Manager

Shortage Escalation Checklist

Stock shortages should be investigated in the following order:

1.
Double check location indicated on Pick List.

2.
Check locations adjacent/opposite location indicated on Pick List.

3.
If Direct Stock—check stock history and if RMA stock, check RMA shelving.

4.
Check Despatch Note/GRN/Purchase Requisition and ascertain if product has been wrongly booked in or incorrectly bin to binned.

5.
Stock check other items in location for shortages and overs (see point 6).

6.
Check open batch consolidated Pick Slips for incorrect Picks.

7.
Check old locations (up to I year).

8.
If Client carries both Trade and Direct stock where transfers are conducted, check remaining department stock.

9.
Sweep warehouse.

NOTE If instructed by the Client/Client Services, orders may be partial or zero shipped at any stage in the above escalation path.

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

90

Appendix I DIST04 — Packing

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

91

Sykes Distribution Operating Procedure

Title Packing—Trade Orders Uncontrolled copy #

Responsibility Senior Team Lead—Distribution ISO Ref. 4.9

Procedure No. DIST 04 Rev. No. 0 Date 08-10-97 No. of Pages 2

Quality Systems Manager Operations Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

92

Sykes Distribution Operating Procedure

Title Packing—Trade Orders Uncontrolled copy #

Responsibility Senior Team Lead—Distribution ISO Ref. 4.9

Procedure No. DIST 04 Rev. No. 0 Date 08-10-97 No. of Pages 2

Quality Systems Manager Operations Manager

CHECKLIST (The answers to all questions below must be "YES')

Pre-Packing:

Does the Part Number on the products picked match that specified on the order?
Does the actual quantity of products picked match that specified on the order?
Do the Shipping details match those specified on the order?
Are the products picked free from damage/deterioration e.g. not torn, faded, stained, marked, creased etc.?
Is the product packaging intact?

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

93

Appendix J DIST05 — Adobe Trade

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

94

Sykes Distribution Operating Procedure

Title Adobe Trading System Contingency Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.9

Procedure No. DIST 05 Rev. No. 0 Date 24-06-98 No. of Pages 2

Quality Systems Manager Operations Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

95

Sykes Distribution Operating Procedure

Title Adobe Trading System Contingency Uncontrolled copy #

Responsibility As Specified Below ISO Ref. 4.9

Procedure No. DIST 05 Rev. No. 0 Date 24-06-98 No. of Pages 2

Quality Systems Manager Operations Manager

Contingency Plan

In the event of Sykes Gala being unable to print orders from Adobe Trade System:

1.
Request Adobe to print/Fax Despatch Note batch and consolidated Pick Lists at Gala.

2.
Manually pack orders and pass to Shipping Office for UPS Maxiship system processing.

3.
Manually ship confirm orders when Adobe Trade System is fully operational.

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

96

Appendix K IPC02—Cycle Counts

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

97

Sykes Distribution Operating Procedure

Title Cycle Counts Uncontrolled copy #

Responsibility IPC Inventory Analyst ISO Ref. 4.9

Procedure No. IPC 02 Rev. No. 1 Date 08-03-99 No. of Pages 2

Quality Systems Manager IPC Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

98

Sykes Distribution Operating Procedure

Title Cycle Counts Uncontrolled copy #

Responsibility IPC Inventory Analyst ISO Ref. 4.9

Procedure No. IPC 02 Rev. No. 1 Date 08-03-99 No. of Pages 2

Quality Systems Manager IPC Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

99

Appendix L STOR01—Incoming Stores Control

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

100

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

101

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

102

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

103

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

Goods In Quality checks

    If the delivery is of a pallet of boxes—open 1 box and count the number of items in it.

Goods In Quality Checks

    If the delivery is boxes of large items—open 1 box and count the number of items in it.

    If the delivery is boxes of small items—open 1 box and count a part of the box as a sample.

    Does the actual number of items match the number on the box?

If YES, record this in the Goods In Database.

If NO, record this in the Goods In Database and inform the Client Team Manager.

QUALITY CHECKS:

1.
Check the total quantity of the delivery.

2.
Find the checking quantity from the table below.

3.
When you have checked them, have you found faults which would reject the order?

Quantity Delivered
Check
Accept the Delivery
Reject the Delivery

Between 2 and 10000 20 If no items are faulty [^]

Between 10001 and 150000 80 If no items are faulty []

Between 150001 and 500000 125 If no more than 1 Item is faulty []

500001 and over 200 If no more than 1 item is faulty []

Information based on BS 6001 Part 1 : 1991 (ISO 2859-1 : 1989) Level 1—Reduced (AQL 0.25%)

If YES, record the number you checked, the number which passed and the number which failed in the Goods In database and 'Inform the Client Team Manager.

If NO, record the number you checked, the number which passed and the number which failed in the Goods In Database.

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

104

What to Check for: Compare the Samples Against the 1st Article Sign Off Copy

Component Types: Reasons for Rejection:

All Components:

Anything that is different from the 1st Article Sign Off copy. Any physical damage of any kind.

Printed Components:

Loose pages in books. Colour changing from 1 sample to another. Faults which affect either the appearance of tile printed component or its use. (e.g. marks, torn pages, ink smudges, creased covers or pages, missing, extra or duplicate pages or sections).

Media: Disks

Wrong shell colour, missing shutter.

CDs

Colour changing from 1 sample to another, Ink smudges.

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

105

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

Printed Labels: The same as printed components PLUS labels which are not sticking to the rolls properly.

Boxes:

The same as printed components PLUS damaged comers and edges.

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

106

Appendix M SOP01 — Team Lead

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

106

Sykes SOP Operating Procedure

Title Help Desk Uncontrolled copy #

Responsibility Team Lead ISO Ref. 4.9

Procedure No. SOP 01 Rev. No. 0 Date 23-11-98 No. of Pages 1

Quality Systems Manager Operations Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

107

Appendix N SOP07—Adobe RMA

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

108

Sykes SOP Operating Procedure

Title Adobe Trade RMA Uncontrolled copy #

Responsibility Team Lead ISO Ref. 4.13

Procedure No. SOP 07 Rev. No. 0 Date 23-11-98 No. of Pages 1

Quality Systems Manager Operations Manager

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

109

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

**[Exhibit] [*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

110

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

**[*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

111

Sykes Stores Operating Procedure

Title Incoming Stores Control and Inspection Uncontrolled copy #

Responsibility Goods In Team Leader ISO Ref. 4.10

Procedure No. STOR 01 Rev. No. 0 Date 19-10-98 No. of Pages 5

Quality Systems Manager Stores Manager

**[*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

112

Appendix M SOP01 — Team Lead

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

113

Sykes SOP Operating Procedure

Title Help Desk Uncontrolled copy #

Responsibility Team Lead ISO Ref. 4.9

Procedure No. SOP 01 Rev. No. 0 Date 23-11-98 No. of Pages 1

Quality Systems Manager Operations Manager

**[Exhibit] [*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

114

Appendix N SOP07 — Adobe RMA

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

115

Sykes SOP Operating Procedure

Title Adobe Trade RMA Uncontrolled copy #

Responsibility Team Lead ISO Ref. 4.13

Procedure No. SOP 07 Rev. No. 0 Date 23-11-98 No. of Pages 1

Quality Systems Manager Operations Manager

**[Exhibit] [*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

116

Appendix 0 VPP

[Exhibit]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

117

**[^*]**

*
CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

118

Adobe Systems Europe Ltd: Bill of Materials

UK SKU No. 1012550101056 S/W Part No. 1

Description

Photoshop 5.5 Win Full Product GB

S/N Format

PWE55OR7(6)-ccc

2

3

4

EAN 5029766194216

Date Created 23/06/99

Part Number
Part Description
Language
Qty

9001 8162 PHSP 5.0 M/W User Guide GB 7/99 GB 1

9001 8015 PHSP 5.5 M/W Supplement GB 8/99 GB 1

9001 8035 PHSP 5.5 Win QRC GB 8/99 GB 1

9001 6599 Product Support Card GO 4/99 GB 1

9001 6684 Licence Agreement 5/99 ML 1

9001 6579 Registration Card GB 4/99 GB 1

9001 7995 PHSP 5.5 Win CD Application GB 8/99 GB I

9001 8005 PHSP 5.5 M/W CD Tutorial GB 8/99 GB 1

9001 8047 PHSP 5.5 M/W CD Holder ML 8/99 ML 1

0399 1657 Circular Security Seal Generic 1

0397 1297 Adobe Generic Box Generic 1

9001 8058 PHSP 5.5 Win Sleeve GB 8/99 GB 1

9000 8166 BSA Sticker GB GB 3

9001 3732 Win/Generic Platform SKU Label White Generic I

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

119

Comments

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

120

Part 2
Master Production Schedule

[Exhibit not available]

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

122

QuickLinks
TERMS AND CONDITIONS OF PURCHASE
EX-10.60 6 EXHIBIT 10.60 Prepared by MERRILL CORPORATION www.edgaradvantage.com QuickLinks -- Click here to rapidly navigate through this document

Exhibit 10.60

***Text Omitted and Filed Separately
Confidential Treatment Requested Under 17 C.F.R.
§§200.80(b)(4), 200.83 and 240.24b-2.

AGREEMENT

between

ADOBE SYSTEMS BENELUX B.V. a company incorporated in The Netherlands and having a place of business at Europlaza, Hoogoorddreef 54a, 1101 BE Amsterdam ZO, The Netherlands ("Adobe")

and

SYKES EUROPE LIMITED, a company incorporated in Scotland under the Companies Act with registered number 86519 and having its registered office at Nether Road, Galashiels, Selkirkshire, TD1 3HE (hereinafter called "Sykes")

WHEREAS:

(A)
Adobe is a member of a group of companies which is a world leader in the development, licensing and distribution of desktop publishing software;

(B)
Adobe wishes to be provided with a variety of logistical services to support and facilitate its development, licensing and distribution in Europe, the Middle East and Africa;

(C)
Sykes is willing to provide such services on the following terms and conditions.

NOW THEREFORE IT IS AGREED AS FOLLOWS:

1.  DEFINITIONS AND INTERPRETATION

1.1
In this Agreement unless the context otherwise requires, the following expressions shall bear the following meanings:

(a) "Adobe Databases" shall mean the Adobe databases from time to time made available by Adobe to Sykes or created by Sykes pursuant to the provision of Services hereunder;

"Adobe Direct"

shall mean Adobe's direct sales organisation designed to allow Registered End Users to acquire Adobe product upgrades, selected Adobe retail products, Adobe type and complementary Third Party Products and to provide Registered End Users with the latest information on Adobe upgrades and offers;

1

"Adobe Financial Month(s)"

shall mean the period(s) of four or five weeks Adobe uses for its internal financial accounting purposes, a list of all such months to be provided by Adobe to Sykes at the beginning of the relevant Adobe Financial Year while this Agreement is in force;

"Adobe Financial Quarter(s)"

shall mean the period(s) of thirteen (13) weeks Adobe uses for its internal financial accounting purposes, a list of all such quarters to be provided by Adobe to Sykes upon commencement of this Agreement and at the beginning of the relevant Adobe Financial Year while this Agreement is in force;

"Adobe Financial Year"

shall mean 4th December 1999 to 1st December 2000 for financial year 2000 and, for subsequent years, such period as Adobe designates as its financial year for its internal financial accounting purposes;

"Adobe Group"

shall mean Adobe Systems Incorporated and its subsidiaries and affiliates, including Adobe;

"Adobe Products"

shall mean Direct Sales Products and ASN Products but excluding Third Party Products;

"Agent(s)"

shall mean ASN CSRs and/or CSRs as the case may be;

"Agreement"

shall mean this Agreement between Adobe and Sykes;

"ASN"

shall mean the Adobe Solutions Network set up and operated by Adobe;

"ASN CSR"

shall mean a customer services representative allocated to the provision of ASN Services and forming part of the ASN Team;

"ASN Countries"

shall mean all countries in the world other than the United States of America, Canada, Japan, China, India, Australia, New Zealand, Iran, Iraq, Cuba, Libya and North Korea and the countries comprised in South East Asia and Latin America, and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"ASN Database"

shall mean the database of ASN Members and their registration, programme and other details;

"ASN Members"

shall mean members from time to time of the ASN;

"ASN Products"

shall mean the products distributed or provided through the ASN as identified by Adobe from time to time;

2

"ASN Programmes"

shall mean the individual programmes to which ASN Members subscribe, as more particularly detailed in the Statement of Work;

"ASN Schedule"

shall mean Part 3 of the Schedule;

"ASN Services"

shall mean the services to be provided by Sykes in terms of this Agreement in operating the ASN on behalf of Adobe;

"ASN Team"

shall mean the Sykes employees allocated to the provision of ASN Services (including but not limited to the ASN Management Team and all ASN CSRs);

"ASN Training"

shall mean the training for the provision of ASN Services identified in the Statement of Work;

"Call Centre Facility"

shall mean Sykes' Call Centre facility at Calder House, 599 Calder Road, Edinburgh EHll 4GA or such other premises as may be approved in advance by Adobe from time to time;

"CC Sheet

shall mean a customer care sheet for Adobe Direct describing policies and/or procedures or information in relation to specific issues/ problems and/or products to be used in the first instance by CSRs in the provision of Direct Sales Services;

"CCS"

shall mean the call centre software owned by Sykes and used in the co-ordination and management of the Services by Sykes and used by Adobe for Adobe's use in connection with the ASN and Adobe Direct, as installed at the Effective Date at the Call Centre Facility and as upgraded or modified with Adobe's prior written approval and development requirements from time to time;

"Charges Schedule"

shall mean Part 4 of the Schedule;

"Client Group Manager"

shall mean in relation to the relevant Management Team, the person identified as having those responsibilities in the relevant Part of the Schedule;

"Commercial Practices"

shall mean accepted industry practice regarding the nature of work to be done and the timescales in which it is to be carried out;

"Confidential Information"

shall have the meaning given to it in Clause 9;

"Contract Term"

shall mean the period beginning on the Effective Date (as hereinafter defined) and ending at 12:00 midnight GMT on 1st December 2000, unless terminated earlier in accordance with the provisions hereof;

"CSN"

shall mean the customer service number allocated to all Registered End Users and ASN Members;

3

"CSR"

shall mean a customer service representative allocated to the provision of Direct Sales Services forming part of the Direct Sales Team;

"Direct Sales Countries"

shall mean the United Kingdom, Eire, France, Germany, Austria, Sweden, Switzerland, the Netherlands, Belgium and Denmark and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Direct Sales Forecasts"

shall mean the forecasts of anticipated orders for Direct Sales Products produced by Adobe in accordance with the Statement of Work;

"Direct Sales Languages"

shall mean English, French, German, Dutch and Swedish and such other languages as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Direct Sales Products"

shall mean the products and upgrades from time to time made available by Adobe through Adobe Direct comprising selected Adobe retail products, Adobe product upgrades, Third Party Products and Adobe type as detailed from time to time in LifeLine and as varied from time to time by Adobe;

"Direct Sales Schedules"

shall mean Parts 1 and 2 of the Schedule;

"Direct Sales Services"

shall mean the services to be provided by Sykes in relation to Adobe Direct pursuant to Clause 3 and the Direct Sales Schedules including but not limited to the provision of Type On Call Services;

"Direct Sales Team"

shall mean the Sykes employees allocated to the provision of Direct Sales Services (including but not limited to the Direct Sales Management Team, the Direct Sales data entry and database personnel and all CSRs);

"Direct Sales Training"

shall mean the training for the provision of Direct Sales Services identified in the Statement of Work;

"Effective Date"

shall mean 4th December 1999;

"End User"

shall mean a licensee of the Product(s) who acquires such products for its own use rather than distribution, and shall exclude distributors, dealers, value added distributors, original equipment manufacturers, third party vendors, system integrators and other parties who have licensed the Product(s) for distribution or for any purpose other than for their own use;

"Finance Services"

shall mean the finance services which Sykes shall provide in relation to the Direct Sales Services and the ASN Services as more particularly specified in the relevant Statement of Work;

4

"Fulfillment Facility (ies)"

shall mean Sykes' warehousing facility located in Galashiels (together with such facilities as it may use from time to time for Sweden);

"Incoming Request"

shall mean an incoming request from any person by fax, phone, post, e-mail or other media from time to time specified by Adobe for any of the Services, as the case may be;

"Intellectual Property"

shall mean all intellectual property rights, similar and/or neighbouring rights and sui generis rights, of whatever nature anywhere in the world and all rights pertaining thereto including but not limited to all present and future title to and/or interests therein whether recorded or registered in any manner or otherwise, including without prejudice to the foregoing generality, trade marks and service marks and applications therefor, patents and patent applications, copyright, database and unfair extraction rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods, data, source codes and object codes, discoveries, specifications, diagrams, technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;

"Lifeline"

shall mean the Adobe intranet known as Lifeline which contains details of policies and procedures for Adobe Direct with which Sykes is expected to comply or such other intranet or other system as Adobe may from time to time use for such purpose;

"Management Team"

shall mean the management team(s) set up by Sykes to manage each of the Services under this Agreement (as more specifically detailed in the relevant Parts of the Schedule), the terms "ASN Management Team" and "Direct Sales Management Team" being construed accordingly;

"Performance Metrics"

shall mean the measurements in relation to each of the Services as set out in the Statement of Work on which Sykes shall provide reports in terms of Clause 2.6;

"Performance Standards"

shall mean in relation to each Service, the binding performance standards identified in relation to that Service in the Statement of Work;

"Products"

shall mean Adobe Products and Third Party Products;

5

"QBR"

shall mean the quarterly business review in relation to each quarter to review performance of the Services in the preceding quarter, problems encountered and to set goals and objectives for Sykes for the following quarter to be held by the parties in terms of Clause 2.10;

"Registered End Users"

shall mean End Users who have been Verified and entered into the Sales and Registration Database or Type On Call Database, as the case may be;

"Sales and Registration Database"

shall mean the database held by Sykes and containing among other information, details of all Registered End Users in the Direct Sales Countries and Italy and product registrations for such Registered End Users;

"Schedule"

shall mean the Schedule in four (4) parts appended hereto which shall form part of this Agreement;

"Services"

shall mean the services to be provided by Sykes to Adobe and on behalf of Adobe to End Users pursuant to this Agreement and comprising Direct Sales Services, ASN Services, and Finance Services together with any and all other services which may from time to time be provided under this Agreement in terms of Clause 2.5 (whether as improvements or additions to existing Services or as new Services), references to a "Service" being construed accordingly;

"Services Schedule"

shall mean the Direct Sales Schedules, the ASN Schedule and/or such other Schedule or part thereof as may be drawn up in accordance with Clause 2.5 from time to time;

"Services Team"

shall mean as the case may be the ASN Team, the Direct Sales Team and such other teams as may from time to time be set up to provide Services in accordance with Clause 2.5;

"SKU(s)"

shall mean the stock keeping unit numbers allocated to stock held by Sykes, as detailed in the Statement of Work;

"Statement of Work"

shall mean the Statement of Work which relates to Direct Sales Services or ASN Services as the case may be, annexed as appendices to this Agreement and which shall form part of the Agreement, as updated from time to time by Adobe in terms of Clause 2.2;

"Sykes Associated Company"

shall mean any group undertaking of Sykes as such term is defined in Section 259(5) the Companies Act 1985 and whether or not such undertaking is registered in the United Kingdom;

6

"Third Party Products"

shall mean products developed by third parties which Adobe elects to make available from time to time through Adobe Direct;

"Trade Marks"

shall have the meaning given to it in Clause 13.3;

"Type On Call Countries"

shall mean United Kingdom, Eire, France, Germany, Austria, Netherlands, Sweden, Belgium, Switzerland, Algeria, Australia, Botswana, Brazil, Bulgaria, Burkina Faso, Channel Islands, China, the Commonwealth of Independent States, Corsica, Crete, Croatia, Cyprus, Czech Republic, Czechoslovakia, Denmark, Egypt, Estonia, Faroe Islands, Finland, Gibraltar, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Israel, Italy, Ivory Coast, Jordan, Kenya, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Mexico, Monaco, Mongolia, Namibia, Norway, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Tanzania, Tunisia, Turkey, United Arab Emirates, Yemen, Yugoslavia, Zambia and Zimbabwe and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Type On Call Database"

shall mean the database held by Adobe to which Sykes has access in terms of this Agreement which holds, among other information, details of all Registered End Users who have registered Type On Call Products;

"Type On Call Languages"

shall mean English, French, German, Dutch and Swedish and such other languages as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Type On Call Product"

shall mean the Adobe Product available from Adobe Direct (as amended from time to time by Adobe) containing various Adobe fonts which require to be unlocked for use by End Users following registration using the Type On Call Services;

"Type On Call Services"

shall mean the services forming part of the Direct Sales Services under which Sykes will register End Users for Type On Call Products and provide unlocking services to Registered End Users to allow them to unlock fonts within the Type On Call Product, in accordance with the Statement of Work;

"Updates"

shall mean updates, patches, bug fixes and/or workarounds which Adobe may from time to time make available in relation to Adobe Products (whether on the Internet or otherwise);

7

"Verified"

shall mean that the customer services number of the End User in question has been verified in accordance with the procedure for verification set out in the Statement of Work;

"Working Day"

shall mean each weekday (i.e. Monday through Friday inclusive) during the Contract Term other than Christmas Day and New Year's Day, and such weekend days (i.e. Saturday and Sunday) as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed).

(b)
"Client Group Manager", "Client Group Administrator", "Operations Manager", "Programme Manager", "Senior Supervisor", "Client Lead", "Administrator", "Team Lead", "Senior Communicator", "Data Entry Supervisor" and "Data Entry Administrator" shall mean in relation to the relevant Services Team or Management Team, the person from time to time identified as such in the Statement of Work.

1.2
Reference to any statute or statutory provisions shall include any statute or statutory provision which amends or replaces, or has amended or replaced, it and shall include any subordinate legislation made under the relevant statute.

1.3
In circumstances where Sykes is permitted hereunder to use the services of a sub-contractor in the performance of the Services, references herein to Sykes shall, where appropriate, be construed as references to that sub-contractor provided always that Sykes shall remain primarily liable to Adobe in respect of such sub-contractors.

1.4
A reference to the singular shall include a reference to the plural and vice versa, and a reference to any gender includes a reference to all other genders.

1.5
Headings are for convenience only and shall not affect interpretation.

2.  APPOINTMENT

2.1  Non-exclusive appointment

Adobe hereby appoints Sykes and Sykes hereby accepts appointment as a non-exclusive provider of the Services during the Contract Term, subject to the terms of this Agreement. As at the Effective Date, Adobe hereby instructs Sykes to provide all the Services detailed in this Agreement but, consistent with the non-exclusive nature of this appointment, Adobe shall be entitled at any time to discontinue and/or suspend the provision by Sykes of any or all of the Services by giving a reasonable period of notice which shall not be less than forty-five (45) days.

If Adobe, during the Contract Term, seeks (1) any extension to the existing Services provided under this Agreement, or (2) the provision of new services similar to the services provided by Sykes which are not covered by this Agreement, Sykes shall have the opportunity to tender for the provision of such new services.

2.2  Performance

(a)
Sykes warrants and undertakes to Adobe that the Services shall at all times be provided in accordance with this Agreement, the Services Schedules (including but not limited to the Performance Standards and Performance Metrics) and the Statement of Work.

(b)
Adobe shall be entitled by thirty (30) days' prior written notice to amend the Statement of Work provided that such amendments will not have a material impact (whether requiring an increase or decrease) on the resources required by Sykes to provide the Services. Any such proposed amendments (including amendments to LifeLine or any other Adobe Database to

8

which the Statement of Work refers) which will have a material impact (whether requiring an increase or decrease) on such resources shall be approved in advance in writing by Sykes, acting reasonably. Sykes shall be entitled to request amendments to the Statement of Work where such amendments will not affect the nature or quality of the Services but all such amendments will require to be approved in advance in writing by Adobe, acting reasonably.

(c)
Where policies and procedures outlined in the Statement of Work are amended from time to time within the relevant Adobe Databases or within Lifeline, such amendments shall be deemed to vary the Statement of Work accordingly.

(d)
For the avoidance of doubt, unless explicitly stated to be a responsibility of Adobe, all obligations, duties, responsibilities and other matters set out or referred to in the ASN Schedule, the Direct Sales Schedules, and the Statement of Work shall be Sykes' responsibility and shall be obligations of Sykes in terms of this Agreement and except insofar as explicitly stated to be a responsibility of Adobe, it shall be Sykes' responsibility to ensure that all Services are performed as described in the relevant Services Schedule and the Statement of Work.

2.3  Resources

Without prejudice to specific obligations elsewhere in this Agreement, Sykes shall at all times devote sufficient resources and teams of sufficiently qualified personnel to enable it to provide the Services efficiently and professionally. Without prejudice to the generality of the foregoing, or any Performance Standard or Performance Metric set in relation to the Services, Sykes shall provide the Services to the standards which would reasonably be expected of a competent company which is providing the Services on an arms length basis and Sykes shall at all times perform the Services courteously and in such manner as not to injure Adobe's name or damage Adobe's goodwill.

2.4  No breach

Sykes hereby represents to Adobe that Sykes will not be in breach of any existing obligation binding on Sykes by reason of its entering into this Agreement.

2.5  Other Services

Sykes undertakes and agrees that it will upon request provide Adobe with such additional Services as Adobe may from time to time require during the Contract Term as long as the request conforms with Commercial Practices and at prices to be agreed by the parties. If such Services are requested and included in this Agreement, the parties shall agree the terms of a Services Schedule in relation to such Services (or such amendments to existing Services Schedule(s) as may be appropriate) together with such additions and/or amendments to the Statement of Work as may be appropriate.

2.6  Reporting and Performance Metrics

Sykes shall provide such reports, information and data as Adobe shall from time to time reasonably require in relation to the performance of this Agreement. This shall include but is not limited to reports on the Performance Standards and Performance Metrics which shall be produced by Sykes in relation to each Service in the terms set out in the relevant Services Schedule and/or the Statement of Work and the production by Sykes of all other reports, information and data more particularly specified in the Schedule and the Statement of Work. Reports on the Performance Metrics shall include all reports on the Performance Standards. Sykes shall ensure that all reports on the Performance Metrics and Performance Standards contain charts which show sufficient historical data to identify trends, clearly understood titles and labels, the goal or objective, a clear indication of which direction is good and which is bad and a scale which does not distort trends. Sykes shall ensure that all Performance Standards are drawn to the attention of all relevant employees. Sykes shall ensure that all Direct Sales and ASN

9

Performance Metrics and Performance Standards are broken down as detailed in the relevant Services Schedule and/or the Statement of Work. Without prejudice to the foregoing, Sykes shall use all reasonable endeavours to inform Adobe without delay of any matter which comes to the attention of Sykes which is likely to affect materially the provision of the Services.

2.7  Services provided in Adobe's name and Grant of Licence

All Services provided shall be provided by Sykes in the name of Adobe. So far as required by Sykes for the proper performance of its duties hereunder during the Contract Term and for no other purpose whatsoever, Adobe shall use its reasonable endeavours to procure for Sykes a non-exclusive royalty-free limited licence to use specified trade marks, service marks, trade names and logos belonging to or licensed by Adobe or any member of the Adobe Group pertaining to the Products. Such licence shall automatically terminate on the date of termination or expiry of this Agreement howsoever terminated or expiring and with effect from such date Sykes shall have no further right to use any such trade marks, service marks, trade names or logos of Adobe or any member of the Adobe Group pertaining to the Products or their licensors.

2.8  Intellectual Property

It is hereby expressly agreed that Adobe shall be the sole and exclusive owner of all Intellectual Property rights in all work carried out by Sykes (or on behalf of Sykes) in the provision of the Services including but not limited to copyright in reports, manuals, electronic files and technical notes authored by Sykes, copyright and database rights in any and all databases created or updated and copyright and related rights in any and all software developed by Sykes in the performance of the Services, to the extent that such software is bespoke software commissioned from Sykes by Adobe and charged to Adobe. Where Adobe has funded such software development, Sykes shall only be entitled to use such software for the exclusive benefit of Adobe during the Contract Term, and any transitional period described in Clause 14.6(a). In the event Sykes develops any other software under this Agreement for the benefit of Adobe and other Sykes clients, the parties shall agree how, if at all, the development costs of such software shall be apportioned. In any event, Adobe shall be entitled to a licence to use such software on terms to be agreed between Adobe and Sykes, provided that such terms shall include, as minimum terms, an irrevocable, worldwide, royalty free licence to use, sub-license to any member of the Adobe Group, and reproduce such software in connection with the Services during the Contract Term, and any transitional period described in Clause 14.6(a). Sykes hereby assigns as legal and beneficial owner to Adobe, by way of future assignation any and all such Intellectual Property rights which are capable of future assignation and on Adobe's request shall assign as legal and beneficial owner all other such Intellectual Property rights. Sykes shall procure the waiver by all persons involved in the creation or development of any such works of such moral or similar rights as such persons may from time to time have in or in relation to such works. Without prejudice to the foregoing, Sykes undertakes to do all such things and execute (or procure the execution of) all such documents as Adobe shall from time to time require in order to perfect Adobe's title to same and obtain any applicable protections in Adobe's name and to confirm such waivers including but not limited to procuring assignations and waivers in Adobe's favour from contractors and consultants. Sykes warrants and represents to Adobe that it is entitled to assign such Intellectual Property to Adobe and that such Intellectual Property does not infringe the Intellectual Property rights or moral or similar rights of any third party.

2.9  Hardware, software and systems

Sykes shall ensure that it has available to it all hardware, software and other technical resources required from time to time for the provision of the Services all of which shall be at the responsibility and risk of Sykes and Sykes shall maintain and update the same to standards consistent with Sykes' obligations to meet the Performance Standards and Performance Metrics

10

stated in this Agreement. Without prejudice to the foregoing generality this shall include but not be limited to the personal computers, peripheral devices, equipment and software necessary to:—

(a)
have and maintain for the Contract Term, access to any Adobe Database (or other database) Adobe deems necessary (acting reasonably) for Sykes to perform its obligations under this Agreement;

(b)
maintain facilities for the entry into and processing of data in connection with all relevant Adobe Databases and for all reporting required in terms of this Agreement;

(c)
invoice, process and validate payments of membership fees and renewal fees and ASN Product charges in the provision of the ASN Services;

(d)
invoice, process and validate payments for Direct Sales Products supplied in the course of the Direct Sales Services;

(e)
maintain technical resources which make call monitoring of Services supplied to End Users possible;

(f)
maintain an electronic mail system compatible with that specified by Adobe (acting reasonably); and

(g)
maintain sufficient electronic ordering, processing and other facilities as are necessary for shipping Direct Sales Products and ASN Products to End Users and ASN Members respectively;

Without prejudice to the foregoing, Sykes shall ensure that it has available to it the infrastructure identified in Part 5 of the Schedule and any and all specific hardware, software and technical resources identified in the Statement of Work in relation to each of the individual Services (which shall have no less than the functionality described in the Statement of Work, where specified) and shall not make any material change to any specifications or configurations so described without Adobe's prior written consent, acting reasonably.

2.10  Management Teams and Reviews

Sykes shall set up and maintain effective Management Teams primarily dedicated to Adobe which shall comprise the individuals and reflect the structures contained in the Statement of Work in relation to the relevant Services. Sykes shall ensure that the relevant members of the Management Teams shall attend and hold such meetings as Adobe shall from time to time reasonably require including but not limited to the QBR (which will be held in the month following expiry of each Adobe Financial Quarter during the Contract Term) and the other regular meetings scheduled in the Statement of Work in relation to each of the Services.

2.11  Quality Control

In addition to any specific quality control mechanisms included from time to time in any Services Schedules and/or the Operation Manual and without prejudice to the Performance Standards, Adobe shall be entitled:—

(a)
upon twenty-four (24) hours' advance notice to Sykes, to monitor responses to Incoming Requests (whether calls taken or e-mails or other written responses supplied or otherwise) and to analyse the quality and quantity of call logging; and

(b)
at any time (s) and as it deems appropriate to carry out written, telephone or other surveys of End Users and ASN Members as to their experience with Services provided to them.

3.  DIRECT SALES SERVICES

3.1  Services to be supplied

11

Subject to the terms of this Agreement, Sykes agrees to provide Adobe with the Direct Sales Services and the Finance Services during the Contract Term for the sums set out in the Charges Schedule and in accordance with the terms set out in the Direct Sales Schedules and the Statement of Work.

3.2  Recruitment, Training and Teams

Sykes shall recruit CSRs and other members of the Direct Sales Team meeting the profile contained in the Statement of Work and shall ensure that the Direct Sales Team at all times meets the requirements in all material respects (which shall mean that there are no adverse or detrimental effects on the Performance Standards) in terms of numbers, structure and seniority set out in the Statement of Work and the forecasted requirements of Adobe from time to time, in the terms set out in the Statement of Work. Sykes shall ensure that all members of the Direct Sales Team undergo and satisfactorily complete the Direct Sales Training and without prejudice to the foregoing, that the Direct Sales Team is at all times adequately trained and resourced in accordance with Adobe's reasonable requirements from time to time. Sykes shall monitor all CSRs and obtain training evaluations from such CSRs as detailed in the Statement of Work. Sykes' compliance with this provision shall not relieve Sykes of its obligation to achieve the Performance Standards.

3.3  Performance Standards

Sykes shall perform the Direct Sales Services to the Performance Standards set out in the Direct Sales Schedules and/or the Statement of Work. Sykes further acknowledges and agrees that a consistent failure to meet the standards, goals and objectives identified in the Performance Standards and/or the Performance Metrics shall be deemed to be a material breach of this Agreement as specified in Clause 14.3. Without limiting the foregoing, Sykes agrees to use all reasonable endeavours to achieve the performance standards described as "Targets" in the Statement of Work.

3.4  Adobe's responsibilities

Adobe shall provide the services detailed in the Direct Sales Schedules to support Sykes in the provision of Direct Sales Services together with such other services as may be specifically identified as a responsibility of Adobe in the Statement of Work;

4.  ASN SERVICES

4.1  Services to be supplied

Subject to the terms of this Agreement, Sykes agrees to provide Adobe with the ASN Services and the Finance Services during the Contract Term at the prices set out in the Charge Schedule in accordance with the terms set out in the ASN Schedule and the Statement of Work.

4.2  Recruitment, Training and Teams

Sykes shall recruit ASN CSRs meeting the profile contained in the Statement of Work and shall ensure that the ASN Team at all times meets the requirements in all material respects (which shall mean that there are no adverse or detrimental effects on the Performance Standards) in terms of numbers, structure and seniority set out in the Statement of Work. Sykes shall ensure that all members of the ASN Team undergo and satisfactorily complete the ASN Training and without prejudice to the foregoing, that the ASN Team is at all times adequately trained and resourced in accordance with Adobe's reasonable requirements from time to time. Sykes shall monitor all ASN CSRs and obtain training evaluations from such ASN CSRs as detailed in the Statement of Work. Sykes' compliance with this provision shall not relieve Sykes of its obligation to achieve the Performance Standards.

4.3  Performance Standards

12

Sykes shall perform the ASN Services to the Performance Standards set out in the ASN Schedule and/ or the Statement of Work. Sykes further acknowledges and agrees that a consistent failure to meet the standards, goals and objectives identified in the Performance Standards and/or the Performance Metrics shall be deemed to be a material breach of this Agreement as specified in Clause 14.3.

4.4  Adobe's responsibilities

Adobe shall provide such services as may be specifically identified as a responsibility of Adobe in the Statement of Work.

5.  REMUNERATION

5.1  Invoicing

(a)
Within nineteen (19) days of the end of each Adobe Financial Month during the Contract Term, Sykes shall invoice Adobe for all work carried out in the previous Adobe Financial Month calculated as set out in the Charges Schedule. Such invoices shall clearly specify amounts due for each of the Services. Each such invoice shall be accompanied by such supporting documentation and vouchers as Adobe may reasonably require. Except as provided in Clause 5.2, and further provided that such invoice is accurate and fully supported, Adobe agrees to pay each such invoice within thirty (30) days of the date of such invoice which for the avoidance of doubt shall be the date of the end of the relevant Adobe Financial Month.

(b)
Within nineteen (19) days of the end of each Adobe Financial Month, Sykes shall also provide Adobe with a written statement of the amounts received by Sykes on behalf of Adobe during the previous Adobe Financial Month from all sources in relation to Services provided. Sykes shall ensure that all sums received or receivable in this respect shall be payable to and paid to Adobe and shall be paid into such nominated Adobe accounts as Adobe shall notify Sykes from time to time. In no event and under no circumstances shall Sykes receive sums from End Users or ASN Members or in any other manner on its own account in relation to the Services but if for any reason any such sums are received, they shall be held in trust for Adobe and immediately paid to Adobe in such manner as Adobe shall direct.

5.2  Withholding Payment

Without prejudice to its other rights hereunder Adobe shall not be obliged to make payment of any sums pursuant to Clause 5.1 if:—

(a)
Sykes has unreasonably refused or failed to perform any Services as and when requested by Adobe; or

(b)
Sykes has failed to perform any or all of the Services in accordance with the Performance Standards and/or the Performance Metrics such that, in Adobe's reasonable judgement, there has been or is likely to be a materially adverse effect on the Service(s) in question; or

(c)
any of the circumstances specified in Clause 14.3 has arisen.

5.3  No expenses

Except as specifically provided herein Sykes shall not be entitled to receive any remuneration or be reimbursed in respect of any expenses incurred by it in the performance of its duties hereunder.

5.4  VAT

All payments due hereunder shall be exclusive of Value Added Tax or its equivalent and shall be made in Sterling.

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5.5  Accounts and Records

(a)
Sykes shall keep full, adequate and accurate books of account and other records reflecting the management, operation and financial results of the Services at its normal place of business. Such books and records shall, at all times, be kept in all material respects in accordance with good administrative, and secretarial practice and generally accepted accounting principles. Title to such books and records shall vest in Sykes.

(b)
Such books of account and all relevant records shall be open upon reasonable prior notice during normal working hours and at reasonable intervals for inspection by a duly authorised representative or representatives of Adobe for the purpose of verifying the accuracy of all payments made or to be made by or to Adobe pursuant to this Clause 5. Provided that Adobe has access to all information necessary to verify the accuracy of all payments made to or to be made by Adobe pursuant to this Clause 5, Sykes shall not be obligated to provide Adobe with access to records relating to Sykes' profitability in the provision of the Services or access to any records containing other Sykes client information. For the avoidance of doubt, where such records may contain Adobe information and information relating to other Sykes clients, Sykes shall provide Adobe with properly redacted versions of such records.

5.6  Interest

Interest shall be payable on all sums which are due and payable hereunder to or by Adobe (other than amounts which are the subject of a bona fide dispute between the parties) from the due date for payment as specified herein until payment in full is made at the rate of 2% per annum above the Base Rate from time to time of the Bank of Scotland.

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5.7  Review

Without prejudice to the other provisions of this Clause 5 but subject to the provisions of Clause 5.8, the parties agree that the Charges Schedule shall be reviewed by the parties on an annual basis with the first such review occurring one (1) year after the Effective Date. Such reviews shall be conducted in order to ensure that the Charges Schedule is competitive. If, following any such review, the parties are not able to agree a new Charges Schedule, the last Charges Schedule shall remain in force until the next review subject to this Clause 5. It is acknowledged and agreed between the parties that, notwithstanding each such review, there is no obligation on Adobe to instruct Sykes to provide Adobe with any Service during the Contract Term.

5.8  Most favourable terms

If at any time during the Contract Term Sykes or any Sykes Associated Company provides services similar to the Services or any of them to any third party on terms which are more favourable in respect of such services than the terms provided herein then the parties agree that the terms applying to provision of such Services hereunder shall at the request of Adobe be amended to provide for such favourable terms but nothing contained in this Clause 5.8 shall oblige Sykes to disclose the identity of any such third party. Sykes shall be bound to inform Adobe immediately if any such circumstances arise.

5.9  Disputes referred to expert

The parties agree that any dispute regarding sums due to or by Sykes in terms of this Agreement shall be referred for final settlement to a Chartered Accountant nominated jointly by the parties or failing agreement as to such nomination within seven days after either party's request to the other therefor as nominated at the request of either party by the President for the time being of the Institute of Chartered Accountants of Scotland. Such expert shall be deemed to act as an expert and not as an arbiter. His/her decision in the absence of clerical or manifest error shall be final and binding on the parties and his/her fees for so acting shall be borne by the parties in equal shares unless he/she determines that the conduct of either party is such that such party should pay all or a major part of such fees.

6.  CLIENT GROUP MANAGER

In order for Adobe to monitor and review the Services, Sykes undertakes and agrees to appoint one individual to be primarily responsible to Adobe for the Services who shall be the Client Group Manager. The Client Group Manager shall meet with such of Adobe's management as Adobe shall deem necessary no less frequently than once each month during the Contract Term, or more frequently if this is required by the relevant Performance Standard or by Adobe at any time during the Contract Term. In addition, Sykes undertakes and agrees to appoint a separate service manager for each or any of the Services, if requested by Adobe. For the avoidance of doubt this Clause 6 is without prejudice to any other managing structure requirement or reporting requirement specified in any Performance Standards or Performance Metrics or elsewhere in this Agreement or the Statement of Work.

7.  RISK AND INSURANCE

7.1  Adobe property

Sykes agrees that all property of Adobe to be held in the possession of or under the control of Sykes pursuant to this Agreement shall be held at the risk and liability of Sykes, notwithstanding that title to such property shall at all times remain with Adobe.

7.2  Insurance

Sykes shall obtain and maintain product liability, public liability and professional indemnity insurance policies with caps of not less than [] in respect of each of such policies with a reputable insurance

CONFIDENTIAL TREATMENT REQUESTED

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company in respect of Sykes' liabilities hereunder both during the Contract Term and for a period of five years after its expiry or termination. For as long as such insurance is required as aforesaid, upon request by Adobe, Sykes shall submit to Adobe:-

(a)
copies of all relevant insurance policies; and

(b)
such evidence of payment of premiums (including payment receipts) as Adobe shall reasonably require in respect of such insurance to show that it has been obtained and renewed.

8.  CONFLICT OF INTEREST AND PUBLICITY

8.1  Good faith

Each party undertakes at all times to perform its obligations and exercise its rights hereunder with the utmost good faith (which includes in the case of Adobe the right to assign).

8.2  Press releases

The parties agree that neither of them shall make any press release or originate any other publicity regarding this Agreement or the Services or make any announcement or publication whatsoever which involves the name of the other party without the prior written consent of the other party hereto. Without prejudice to the foregoing generality, neither party shall at any time without the prior written consent of the other party make or cause or give permission to any employee or any third party to make any untrue or misleading statement in relation to Sykes, any Sykes Associated Company, Adobe and/or any member of the Adobe Group, nor in particular after the termination of this Agreement represent or cause or permit any representation to be made that Sykes is connected with Adobe and/or any member of the Adobe Group in relation to the provision of the Services save as required by law or as is publicly available.

9.  CONFIDENTIALITY

9.1  Confidential Information and Materials

(a)
For the purposes of this Agreement, "Confidential Information" shall mean any and all technical and non-technical information in any form, including patent, trade secret and proprietary information, techniques, sketches, drawings, models, inventions, know-how, processes, apparatus, equipment, algorithms, software programs, software source documents, and formulae related to current, future and proposed products and services of Adobe and members of the Adobe Group and includes, without limitation, its respective information concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing, manufacturing, customer lists, business forecasts, sales and merchandising, and marketing plans and information. Without prejudice to the foregoing generality, "Confidential Information" shall also include any and all information contained in any and all Adobe Databases to which Sykes may have access under this Agreement.

(b)
For the purposes of this Agreement, "Confidential Materials" shall mean all tangible materials containing Confidential Information including, without limitation, all written or printed documents and computer disks, tapes or CD-ROMs, whether machine or user readable, all PDF (portable document format) files and databases containing any Confidential Information.

9.2  Property of Adobe

All Confidential Information and/or Confidential Materials, and any Intellectual Property rights embodied therein, shall remain the sole and exclusive property of Adobe. Upon termination or expiry of this Agreement, all Confidential Materials, including any copies thereof which Adobe has authorised Sykes to make shall be returned to Adobe immediately.

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9.3  Restrictions

Sykes agrees that it shall not make use of, disseminate or in any way disclose the Confidential Information or the Confidential Materials to any person, firm, business, company or organisation, except to the extent necessary to strictly comply with its obligations hereunder. For the avoidance of doubt, (a) Sykes shall not be entitled to use the Confidential Information and/or the Confidential Materials for any purpose other than to the extent strictly necessary to comply with its obligations hereunder. Sykes shall not circulate (by fax, electronic mail or any other method) any of the Confidential Materials to any End User and (b) the Confidential Materials are provided to Sykes to use as a resource in providing the Services and Sykes shall not publish any of the Confidential Materials.

9.4  Degree of Care

Without prejudice to any other obligation under this Agreement, Sykes agrees that it shall treat all Confidential Information and all Confidential Materials with the same degree of care as it accords to its own confidential information, and Sykes represents that it uses best efforts to protect its confidential information. Sykes may disclose the Confidential Information and the Confidential Materials only to Sykes' employees who have a need to know such Confidential Information and/or need to use such Confidential Materials and who have previously agreed in writing to be bound by the terms and conditions of this Agreement as they relate to Confidential Information and Confidential Materials.

9.5  Sykes' Confidential Information

Adobe agrees to treat as confidential any information which is proprietary to Sykes and is made available to Adobe during the Contract Term at Adobe's request, and to ensure that all appropriate precautions are in place to ensure that all such confidential information is treated as confidential by it, its officers and employees. The foregoing obligation shall cease when the said information enters the public domain, provided that this was not the result of a breach of the foregoing obligation by Adobe. Adobe reserves the right to disclose information provided by Sykes in the event of any legal or administrative authority in any relevant jurisdiction so requesting such information, as well as in the event of any proceedings, either legal or administrative, in order to preserve Adobe's interests PROVIDED THAT Adobe shall use all reasonable efforts to ensure that Sykes is notified before such disclosure (if possible) or immediately thereafter.

10.  SYKES' UNDERTAKINGS

10.1  Undertakings

    Sykes hereby agrees that during the Contract Term it will:—

(a)
take such action in relation to its employees, agents and sub-contractors as Adobe may from time to time reasonably require in order to secure the effective performance by Sykes of its obligations hereunder;

(b)
without prejudice to the obligations contained in Clause 2.9 of this Agreement, ensure that all systems, equipment, machinery and/or software employed by Sykes for provision of the Services shall be of adequate quality for the performance of the Services and shall ensure that they are well maintained and shall ensure that all payments due to third parties in respect thereof whether by way of maintenance or otherwise shall be timeously paid save in the case of any bona fide dispute;

(c)
not, to the best of its knowledge and belief, make any illegal use of any software licensed from any third party in the performance of the Services;

(d)
not use Adobe's trade marks, trade names, service marks or logo(s) (except as expressly permitted hereunder in relation to the Services) without obtaining Adobe's prior written consent;

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(e)
not sub-contract its performance of any or all of the Services to any third party or appoint an agent without Adobe's prior written consent and such consent shall only be given inter alia (i) on the basis that Sykes remains entirely liable for the acts and omissions of each such sub-contractor or agent and (ii) provided that each such sub-contractor or agent expressly agrees to assign to Adobe or such party(ies) as Adobe may designate all Intellectual Property that the sub-contractor or agent may create or develop in its provision of the Service(s) on like terms to those contained in Clause 2.8; (f) perform the Services in conformity with all local laws in the territories covered by this Agreement, including but not limited to those in the area of data protection, taxation, privacy, competition and advertising;

(g)
without prejudice to Clause 10.1(f), in collecting, processing, recording, storing, registering, disclosing, transferring and using data and in maintaining records, comply fully with any applicable privacy protection regulations, data protection regulations and other applicable laws. Without limiting the generality of the foregoing, Sykes shall make all appropriate registrations and shall apply for all appropriate authorisations, approvals, and/or licences so as to enable an inspection and/or audit as may be appropriate or the transfer of the data to Adobe and any third party(ies) designated by Adobe, and their holding and use by Adobe and any third party(ies) designated by Adobe, for any purposes specified by Adobe, and insofar as permitted under the applicable privacy protection regulations and the applicable data protection regulations. Sykes shall defend, indemnify and hold Adobe and its successors, officers, directors and employees and all third party(ies) designated by Adobe harmless against any and all costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to reasonable legal fees) made against or incurred by the indemnified party in respect of claims by any person whose data are registered, or by any government entity enforcing privacy regulations, data protection regulations or any other applicable laws, or any other party based on any regulations or any other applicable laws, in connection with the data collected, processed, stored, registered, disclosed, maintained or transferred by Sykes or in connection with the use by Adobe or any other party(ies) designated by Adobe of such data provided that Adobe has complied with its obligations under applicable data protection regulations and any other relevant regulations in respect of such data. Sykes' obligation of indemnification shall survive the expiry or termination of this Agreement.

10.2  Third Parties

For the purposes of this Clause 10, "third party" shall include, without limitation, any Sykes Associated Company.

11.  LIABILITY

11.1  Errors or omissions

Sykes agrees to indemnify and hold harmless Adobe and its successors, officers, directors and employees from all and any costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to Adobe's reasonable legal fees) made against or incurred by the indemnified party as a result of misrepresentation, wilful or negligent act, error or omission on the part of Sykes, its employees or sub-contractors arising out of or in any way connected with Sykes' performance of the Services.

11.2  Data corruption

Without prejudice to Sykes' obligations hereunder, Sykes shall take all reasonable steps in the performance of the Services to secure that any data (which is made available to and/or processed by Sykes) and the Adobe network do not suffer from any corruption, deterioration or alteration or addition to them (other than as specifically provided for in terms of this Agreement) or the generation of any errors, defects or malfunctions therein caused by:

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(a)
the use or failure of use by Sykes of any code, data, media, material, firmware, or software at any time during the Contract Term; or

(b)
any computer instruction, circuitry, "virus", "worm", "Trojan horse" or "logic bomb" (as these words are generally understood as at the Effective Date within the computer industry) or any other technological means whose purpose is to disrupt, damage or interfere with Adobe's use of its computer and/or telecommunications facilities, or any other similar matter or thing resulting from such use or failure as specified in Clause 11.2 (a) which comes into existence or is introduced during the Contract Term.

11.3  Other Liabilities

Without prejudice to the provisions of Clause 11.1 Sykes hereby agrees to defend, indemnify and hold harmless Adobe and its successors, officers, directors and employees from all and any costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to Adobe's reasonable legal fees) made against or incurred by the indemnified party arising from:-

(a)
the misuse by Sykes of any Adobe Database to which it may have access hereunder or of any part thereof; and/or

(b)
any failure by Sykes to carry out any or all of the Services strictly in accordance with its obligations in this Agreement and/or in respect of any negligent act or omission of Sykes in the provision of any or all of the Services.

11.4  Notification of claims

If any action or claim shall be brought against Adobe in respect of which indemnity may be sought from Sykes under this Agreement, Adobe shall promptly notify Sykes in writing, specifying the nature of the action and the total monetary amount sought or other such relief as is sought therein. Adobe shall co-operate with Sykes at Sykes' expense in all reasonable respects in connection with the defence of any such action. Sykes undertakes to conduct all proceedings or negotiations in connection therewith, assume the defence thereof, and shall also undertake all other required steps or proceedings to settle or defend any such action, including the employment of counsel which shall be satisfactory to Adobe (acting reasonably), and payment of all expenses. Adobe shall have the right to employ separate counsel and participate in the defence thereof. As part of the indemnity contained in this Agreement, Sykes shall reimburse Adobe upon demand for any payments made or loss suffered by it, based upon the judgement of any court of competent jurisdiction or pursuant to a bona fide compromise or settlement of claims, demands or actions, in respect of any damages to which the foregoing relates.

11.5  No indemnity

Nothing in this Agreement shall render Adobe liable to indemnify Sykes or any third party in respect of any liability of any kind incurred by Sykes to any third party.

11.6  Survival of terms

The indemnities given by Sykes pursuant to this Clause 11 shall survive the termination or expiry of this Agreement however caused.

11.7  Maximum liability

Subject to the provisions of Clause 11.8, the maximum aggregate liability of Sykes under this Agreement or otherwise (whether or not caused by the negligence of Sykes, its employees or sub-contractors) arising out of or connected with the provision or purported provision of or failure in the provision of the Services to Adobe including the indemnities given hereunder, but specifically excluding any breach or breaches by Sykes of any obligation to collect, remit or pay to Adobe any

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sums owed to Adobe by Sykes or any third party in connection with the Services (in which case Sykes' liability shall be unlimited), shall in no circumstances be greater than [].

11.8  No exclusion for death/personal injury

Neither party excludes or limits its liability for death or personal injury to the extent only that the same arises as a direct result of the negligence of that party or its employees.

11.9  Exclusion for Adobe default

Sykes expressly excludes and/or limits its liability hereunder to the extent that such liability arises by reason of any default (whether wilful or negligent) by Adobe in the performance of its obligations hereunder.

12.  ADOBE'S SUPPORT

12.1  Technical information

Provided all necessary security is in place prior to any access, Adobe agrees to make available to Sykes all information, technical knowledge, product sales information, documentation and support which may be reasonably required by Sykes to provide the Services but that on the understanding that Sykes shall be deemed to have the expertise and ability of a reasonably skilled provider of services similar to the Services. Adobe shall ensure that Sykes has access to all necessary networks and Adobe Databases for the purpose of providing the Services hereunder. For the avoidance of doubt, any and all information provided by Adobe to Sykes hereunder shall be deemed to be Confidential Information of Adobe.

12.2  Data protection registrations

Sykes, as the data processor, hereby warrants that it has, and undertakes to maintain, all data protection registrations necessary to enable it to access and use the Sales and Registration Database in order to perform its obligations under this Agreement. Where required by applicable law, Adobe shall take, so far as it reasonably can take, all steps to secure that Sykes is included in Adobe's own registration(s) with the relevant data protection authorities.

12.3  Licence of Products

Without prejudice to the other provisions hereof, Adobe undertakes and agrees to grant or procure for Sykes a non-exclusive, non-transferable, royalty-free limited licence to use such number of copies of each Adobe Product as Adobe may deem necessary for Sykes to perform each of the Services PROVIDED THAT Sykes shall not use any such Adobe Product for any purpose other than the performance of the relevant Service for which the relevant licence is granted, and further provided that (without prejudice to Clause 13) Sykes shall at all times comply with the terms and conditions of Adobe's or Adobe Systems Incorporated's End User licence agreement for such Adobe Products.

CONFIDENTIAL TREATMENT REQUESTED

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13.  PERMITTED USES AND INTELLECTUAL PROPERTY RIGHTS

13.1  Restriction

Sykes agrees not to translate any Adobe Product into another computer language, in whole or in part. Sykes shall not make copies or make media translations of any Adobe Product including without limitation any user documentation supplied herewith in whole or in part without Adobe's prior written approval. Sykes agrees that if, for any reason, it comes into possession of any source code or portion thereof for any Adobe Product not generally provided by Adobe or its licensors as a part of an Adobe Product it shall not use or disclose such source code and it shall immediately deliver all copies of such source code to Adobe. Nothing contained in this Agreement shall be interpreted so as to exclude or prejudice the rights (if any) of Sykes or any End User under the European Directive on the Legal Protection of Computer Programs (as implemented in the relevant jurisdiction) with respect to the Adobe Products.

13.2  Safeguarding products

Sykes agrees to take all reasonable action to safeguard the Products while in its possession against all probable or foreseeable risks or wrongful obtaining by others and shall take such security measures as are reasonably necessary for those purposes.

13.3  Adobe's Intellectual Property

(a)
Sykes acknowledges that the structure, organisation and code of the Adobe Products are proprietary to Adobe, its licensors and suppliers, and that the Products are the Intellectual Property of Adobe, its licensors and suppliers. Adobe, its licensors and suppliers retain exclusive ownership of the Intellectual Property rights vested in the Products and any and all trade marks licensed to Sykes in accordance with Clause 2.7 (the "Trade Marks") and Sykes shall take all reasonable measures to protect the Intellectual Property rights of Adobe, its licensors and suppliers in the Products and the Trade Marks including but not limited to providing such assistance and taking such measures as are reasonably requested by Adobe from time to time.

(b)
Except as provided herein, Sykes is not granted any rights to any Intellectual Property or any other rights, franchises or licences with respect to the Trade Marks. Without prejudice to the foregoing, Sykes acknowledges and agrees that any and all Intellectual Property rights in and to any Adobe Database to which Sykes may have access hereunder are and shall remain the Intellectual Property of Adobe, its licensors and suppliers. Sykes hereby assigns any and all present and future Intellectual Property rights, if any, in Sykes' updates of the Adobe Databases and any authoring, localisation or translation by Sykes of any items(s) contained in or entered into any Adobe Database to which Sykes has access under this Agreement or any data contained therein, to Adobe. Sykes shall procure waivers of all moral or similar rights which may from time to time subsist in relation to such updates and other works. At any time upon first request, Sykes shall take all steps, sign all documents and otherwise fully co-operate with Adobe to secure a binding transfer and waiver of all such rights to Adobe all on like terms to those contained in Clause 2.8.

(c)
For the avoidance of doubt, all rights of any nature in the Sales and Registration Database (other than Sykes' or any third party's rights in the underlying software and file and database structures) shall belong to Adobe. Such rights include, but are not limited to database rights and the right to regard such database and all data contained therein as confidential information. Should Adobe wish at any time to relocate, duplicate or transfer the Sales and Registration Database to a location within Adobe's own network, Sykes undertakes fully and effectively to co-operate with any such relocation, duplication and/or transfer as required by Adobe on such terms as the parties shall agree.

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13.4  Intellectual Property Infringement

(a)
Subject to the limitations set forth in this Clauses 13.4 and Clause 13.5, Adobe shall defend and indemnify Sykes with respect to all claims, suits or proceedings with respect to any claim that any Adobe Product delivered to Sykes by Adobe in order to allow Sykes to fulfil its obligations hereunder infringes any patent, trade mark or copyright of any Member State of the European Union provided, however, that (i) Sykes promptly notifies Adobe in writing of such claim, suit or proceeding (ii) Sykes gives Adobe the right to control and direct the investigation, preparation, defence and settlement of any such claim, suit or proceeding (iii) Sykes makes no admission of liability and (iv) Sykes gives assistance and full co-operation for the defence of same as requested at Adobe's expense and further provided that Adobe's liability with respect to portions of the Adobe Products provided by or licensed from third parties will be limited to the extent that Adobe is indemnified by such third parties. Adobe shall pay any resulting damages, costs and expenses finally awarded or as a result of a settlement made by Adobe to a third party but Adobe is not and shall not be liable for such amounts or for settlements incurred by Sykes without Adobe's written authorisation. If such claim, suit or proceeding has occurred or in Adobe's opinion is likely to occur, Adobe may at its election and expense either obtain for Sykes the right to continue performing the Services with regard to such allegedly infringing Adobe Product, replace or modify the Adobe Product so it is not infringing or remove such Adobe Product from this Agreement;

(b)
The provisions of the indemnity set out in Clause 13.4(a) shall not apply with respect to any instances of alleged infringement based upon or arising out of the use of Adobe Products other than as strictly permitted under this Agreement or in any manner for which the Adobe Products were not designed, or for use of the Adobe Products for other than the uses designated by Adobe, for use of any Adobe Product which has been modified by Sykes or any third party (except to the extent such modifications are authorised and approved in writing by Adobe or expressly permitted hereunder) or for use of any Adobe Products in connection with or in combination with any equipment, devices or software which have not been supplied by Adobe (if such infringement or claim could have been avoided by use of the Adobe Products with other equipment, devices or software). Notwithstanding any other provisions hereof, the indemnity set out in Clause 13.4 (a) shall not apply with respect to any infringement based on Sykes' activities occurring subsequent to its receipt of notice of any claimed infringement unless Adobe shall have given Sykes written permission to continue to use the relevant Adobe Product;

(c)
THE FOREGOING CLAUSES 13.4(a) AND (b) STATE THE SOLE AND EXCLUSIVE REMEDY OF SYKES AND THE ENTIRE LIABILITY AND OBLIGATION OF ADOBE, ITS LICENSORS AND SUPPLIERS WITH RESPECT TO INFRINGEMENT OR CLAIMS OF INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHT BY THE PRODUCTS OR ANY PART THEREOF.

13.5  Maximum liability of Adobe

The maximum aggregate liability by Adobe to Sykes under this Agreement including but not limited to the indemnity contained in Clause 13.4(a), but specifically excluding any breach or breaches by Adobe of any obligation to pay Sykes the fees for the Services (where such fees are not in dispute), shall be []. Nothing contained herein shall prejudice Adobe's right to withhold payment or make deductions or exercise its right of set-off as specified under this Agreement.

CONFIDENTIAL TREATMENT REQUESTED

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14.  TERM AND TERMINATION

14.1  Term

Notwithstanding the date or dates of execution hereof, this Agreement shall be deemed to be effective as of the Effective Date and subject to the provisions of Clause 17.2 shall continue for the Contract Term whereupon it shall automatically expire. There shall be no automatic renewals of this Agreement. This Agreement may only be renewed by the written agreement of both parties.

14.2  Termination

Each party shall have the right at all times by giving notice in writing to the other to terminate this Agreement forthwith on the occurrence of any of the following events:

(a)

(i)

if the other party commits a material or persistent breach of any of the terms of this Agreement and fails to remedy the same within 14 days of written notice from the first party requesting remedy of such material or persistent breach and so that for this purpose a breach by any employee, agent or sub-contractor of either party of any of the terms of this Agreement shall be deemed to be a breach by that party;

(ii)

for the avoidance of doubt, if one party commits a material or persistent breach which is not remedied pursuant to Clause 14.2 (a) (i) then the other party shall be entitled to rescind this Agreement and/or seek damages from the party in breach;

(iii)

for the purposes of this Clause 14.2, "persistent breach" shall mean breaches which in their cumulative effect materially affect the performance of the relevant party's obligations;

(iv)

for the further avoidance of doubt, it is acknowledged and agreed that a material or persistent breach in the provision of any one (or more) of the Services shall entitle the party not in breach to terminate this Agreement.

(b)
if the other party is deemed unable to pay its debts (within the meaning of section 123(1) of the Insolvency Act 1986), or if an application for an administration order in relation to it is presented to the Court, or if any steps are taken by it with a view to proposing any kind of composition or arrangement involving its creditors generally (or any class of them), or if any administrative or other receiver or any manager of it or any of its property is appointed, or if any diligence, distress, execution or other process is levied, enforced or sued out against it or its assets and not discharged within 21 days, or if any meeting is convened, resolution passed, petition presented or order made for its winding up, or if an order is made or resolution passed or other action taken for suspension of payments, protection from creditors or bankruptcy of it, or if a liquidator, trustee or similar office is appointed in respect of it, or all or part of its assets (or if any similar event occurs in relation to either party in any jurisdiction outside the United Kingdom);

(c)
if either party shall be guilty of conduct tending to bring the other party and/or any associated company of the other (being a member of the Adobe Group or a Sykes Associated Company respectively) into disrepute;

(d)
for the purposes of this Clause 14.2, where the party in question is Sykes, Sykes shall include any Sykes Associated Company which is involved in providing the Services or any of them whether under sub-contract or otherwise or any other sub-contractor whether or not such sub-contractor is registered in the United Kingdom.

14.3  Material breach by Sykes

It is hereby acknowledged and agreed that the following shall amount to a material breach of a term of this Agreement by Sykes, such that Adobe would be entitled to terminate this Agreement pursuant to Clause 14.2 (a) :—

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(a)
where Adobe requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is linked to a Product which is specified by Adobe (acting reasonably) as being important and Sykes fails to meet that end implementation date; or

(b)
where Adobe requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is linked to any campaign specified by Adobe (acting reasonably) as being important and Sykes fails to meet that end implementation date; or

(c)
where Sykes is in breach of any obligation of confidentiality imposed on it pursuant to this Agreement or is in breach of any security which is put in place at the request of Adobe which in Adobe's view (acting reasonably) has a significant adverse effect on Adobe's business including but not limited to the disclosure of any product plans of Adobe where such disclosure falls within the confidentiality obligations contained in Clause 9; or

(d)
where Sykes has knowingly or negligently injured Adobe's name or damaged Adobe's goodwill; or

(e)
where Sykes has used or misused Adobe's name or any or its trade names, trade marks, service marks or logos other than as expressly provided in this Agreement; or

(f)
where Sykes has knowingly or negligently used unlicensed third party software or has allowed any Product to be used other than as specified under this Agreement so far as is within its control; or

(g)
where Sykes has failed to meet any or all of the Performance Standards; or

(h)
where Sykes has, in Adobe's reasonable opinion, consistently failed to meet the standards, goals and targets identified in the Performance Standards and/or the Performance Metrics;

and, for the avoidance of doubt, time will be of the essence in meeting the various dates specified in paragraphs (a) and (b) of this Clause 14.3. For the avoidance of doubt (i) meeting the Performance Standards by Sykes shall not be conclusive of Sykes being in compliance with its obligations under this Agreement (other than its obligations to meet the relevant Performance Standards) and (ii) the making of any and all deductions which may be applied by Sykes in terms of this Agreement shall be without prejudice to any and all other rights which Adobe may have in respect of any breach including but not limited to the right to terminate this Agreement.

14.4  Change of Control

Adobe shall be entitled to terminate this Agreement (i) if there is any change of control (as defined in Section 40 of the UK Income and Corporation Taxes Act 1988) in Sykes or any Sykes Associated Company which results in Sykes being controlled by another commercial competitor of either party or (ii) in the event of a sale by Sykes of 75% or more of its business which is involved in providing the Services.

14.5  Termination for Convenience

Notwithstanding the provisions of Clauses 2.1 and 14.1 of this Agreement, either party may terminate this Agreement at any time without cause and without judicial intervention and without prejudice to the rights and obligations of the parties which have accrued as at the date of termination upon ninety (90) days' prior written notice to the other party by registered mail with notice of receipt.

14.6  Consequences of Termination

(a)
On termination or expiry of this Agreement for any reason Sykes will liaise with Adobe making available for such purposes such Sykes liaison staff as Adobe may reasonably require and acting in good faith to ensure mutually satisfactory handover of the performance of the Services to Adobe or to a replacement contractor(s). The period of liaison will commence as

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soon as notices have been given of termination of this Agreement (or the Agreement expires, as the case may be) and will continue for a maximum period of three months after termination or expiry unless otherwise agreed.

(b)
Sykes agrees that at the time of termination or expiry of this Agreement it will render all assistance (including that specified in paragraph (a) above), provide all documentation and undertake all actions to the extent necessary to effect an orderly assumption of the Services by Adobe or by replacement contractor(s), subject to agreeing with Adobe a fee for its reasonable costs and expenses in so doing without prejudice to any rights of Adobe to claim damages in the event of termination arising from any breach of this Agreement by Sykes. Without prejudice to the foregoing, Sykes shall do all things required to transfer the Sales and Registration Database and all data contained therein to Adobe or its replacement contractors, as above.

(c)
Each party undertakes to return to the other party upon termination or expiry of this Agreement any equipment, software, documentation, information or other materials belonging to the other party. Without prejudice to the foregoing generality, Sykes shall deliver immediately to Adobe all Confidential Information and/or Confidential Materials in its possession including but not limited to any and all copies of Adobe Databases and all registration cards.

(d)
For the avoidance of doubt, until this Agreement expires or is terminated (including during any notice period), Sykes shall continue to provide the Services in accordance with the terms of this Agreement including, without limitation, Clause 2.3 and the Performance Standards.

14.7  Survival of Terms

Termination or expiry of this Agreement shall not affect the obligations of the parties in terms of Clauses 2.8, 5.2, 5.5, 5.9, 7, 9, 10.1(g), 11, 13, 14.6, 14.10 and 15 of this Agreement which shall continue notwithstanding termination or expiry.

14.8  Accrued Rights

Termination or expiry of this Agreement shall not affect the rights of either party accrued against the other up to the date of termination.

14.9  Other rights

Each party's right of termination as herein provided shall be without prejudice to any other rights and remedies it may have under this Agreement.

14.10 No compensation

Each party understands that the rights of termination or expiry hereunder are absolute. Without prejudice to any right to claim damages for breach of contract, neither party shall incur any liability whatsoever for any other damage, loss or expenses of any kind (with the exception of damage, loss or expense which is the result of wilful misconduct or gross negligence of such party's senior managerial personnel) suffered or incurred by the other arising from or incidental to any termination of this Agreement by such party or any expiry hereof which complies with the terms of the Agreement whether or not such party is aware of any such damage, loss or expenses in such circumstances. In particular, without in any way limiting the foregoing, neither party shall be entitled to any damages on account of prospective profits or anticipated sales. Where applicable, Sykes hereby irrevocably agrees to waive the benefit of any law or regulation providing compensation to Sykes arising from the termination or expiry or failure to renew this Agreement. Sykes also agrees to indemnify and hold harmless Adobe from any and all claims for compensation asserted by Sykes' employees and sub-contractors.

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15.  RESTRICTIONS

15.1  Fair and reasonable

Sykes acknowledges that in the course of this Agreement it is likely to obtain knowledge of Adobe's trade secrets and other Confidential Information and will have dealings with certain of the customers and suppliers of Adobe and that it is fair and reasonable for Adobe to seek to protect its interests by the provisions of this Clause.

15.2  Non-solicitation

Both parties hereby agree that (without prejudice to any other duty implied by law) they will not (whether alone or jointly with or as principal, manager, employee, partner, agent or consultant of or for any other person, firm or company):

(a)
at any time during the Contract Term and/or any transitional period described in Clause 14.6(a), without the prior consent of the other party, endeavour to entice away from the other party or knowingly employ or offer employment to any person who is then, or has been during the Contract Term, a director, employee, consultant or agent of the other party; or

(b)
for a period of one (1) year after the termination or expiry of this Agreement, without the prior consent of the other party, endeavour to entice away from the other party or knowingly employ or offer employment to any person who is then a director, employee, consultant or agent of the other party; or

(c)
at any time do or say anything likely to be calculated to lead any person, firm or company to breach any contract with the other party or withdraw from the other party any rights of import, supply, distribution or agency now enjoyed by it.

16.  GENERAL

16.1  Entire agreement

This Agreement (together with the Statement of Work) constitutes the entire agreement and understanding between the parties hereto relating to the subject matter hereof and this Agreement cancels, terminates and supersedes any prior agreement or understanding relating to the subject matter hereof including but not limited to the statements of work agreed by the parties prior to the Effective Date. The relationship between the parties is as herein described and no partnership, joint venture or agency relationship save as provided herein shall be deemed to subsist between the parties and neither shall have the power to bind the other or to pledge the credit of the other. Sykes shall not say or do anything that might lead any third party to believe that Sykes is acting as the agent of Adobe (except insofar as is required in the proper performance of the Services hereunder).

16.2  No variation

None of the provisions of this Agreement may be varied, waived, extended or modified except expressly in writing and signed by each of the parties hereto.

16.3  No waiver

Any omission by either party to exercise any right or remedy available to that party under the terms of this Agreement shall not be taken to signify acceptance of the event giving rise to the right to exercise such right or remedy and shall be without prejudice to the rights of either party which may arise in the future.

16.4  Severability

Any provisions of this Agreement which in any way contravene the law of any state or region in which this Agreement is effective shall in such state or region to the extent of such contravention of laws be deemed severable and shall not invalidate any other provision or provisions of this agreement.

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Without prejudice to the foregoing, where practicable, the parties hereto shall negotiate with a view to replacing any such severed provisions with enforceable provisions to the satisfaction of both parties.

16.5  Set-off

Adobe will be entitled to set off all sums due to Sykes pursuant to this Agreement against all sums due by Sykes to Adobe.

17.  FORCE MAJEURE

17.1  Definition

For the purpose of this Agreement "Force Majeure" shall be deemed to be any cause affecting the performance of this Agreement arising from or attributable to acts, events, omissions or accidents beyond the reasonable control of the party failing to perform and without limiting the generality thereof shall include the following:—

(a)
strikes, lock-outs or other industrial action (other than insofar as these involve the party claiming Force Majeure);

(b)
civil commotion, riot, invasion, war threat or preparation for war;

(c)
fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural physical disaster;

(d)
impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

(e)
political interference with the normal operations of any party.

17.2  Suspension

If either party to this Agreement is prevented or delayed in the performance of any of its obligations under this Agreement by Force Majeure, and if such party gives written notice thereof to the other party specifying the matters constituting Force Majeure, together with such evidence as it reasonably can give and specifying the period for which it is estimated that such prevention or delay will continue then the party in question shall be excused the performance or the punctual performance as the case may be as from the date of such notice for as long as such cause of prevention or delay shall continue up to a period of 30 days from the date of service of the said written notice and upon expiry of the said period of 30 days either party may by written notice to the other summarily terminate this Agreement without prejudice to the then accrued rights of each party hereunder;

17.3  Non-payment not force majeure

For the avoidance of doubt any failure by Sykes to supply the Services due to any non-payment by Sykes to any of its vendors shall not constitute a "Force Majeure" under this Clause. In such circumstances Sykes shall be required to make arrangements such that it is able to provide the Services.

18.  ASSIGNMENT

Sykes shall not be entitled to assign, sub-contract or sub-license any or all of its rights or obligations hereunder without the prior written consent of Adobe; such consent shall not be unreasonably withheld provided such assignment is to a Sykes Associated Company and it shall be conditioned, inter alia, on Adobe's reasonable belief that the performance of the Services as originally undertaken by Sykes shall not be adversely affected by the proposed assignment, sub-contract or sub-licence. Adobe's rights and obligations under this Agreement. in whole or in part, may be assigned by Adobe.

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19.  NOTICES

Save as otherwise expressly provided, all notices and notifications permitted or required under this Agreement shall be in writing and shall be delivered in person or by reputable international courier service to the respective addresses set out on the first page hereof and shall be deemed duly served:

(a)
in the case of a notice delivered personally, at the time of delivery; and

(b)
in the case of a notice delivered by courier, on the date of delivery shown in the business records of the courier.

20.  CHOICE OF LAW AND SUBMISSION TO JURISDICTION

This Agreement shall be governed by and interpreted in accordance with the laws of Scotland. The parties hereby submit to the jurisdiction of the Court of Session in Scotland but this Agreement may be enforced in any court of competent jurisdiction.

21.  INJUNCTION

It is understood and agreed that notwithstanding any other provisions of this Agreement, a breach by Sykes of Clauses 2.7, 2.8, 9.1 to 9.4 and 13.1 to 13.3 of this Agreement will cause Adobe irreparable damage for which recovery of money, damages and/or specific implement or any other remedy would be inadequate, and that Adobe shall therefore be entitled to obtain an injunction to protect Adobe's rights under this Agreement in addition to any and all remedies available at law in any jurisdiction.

IN WITNESS WHEREOF these presents consisting of this and the preceding forty (40) pages together with the Schedule annexed hereto are executed in duplicate as follows:—

Adobe Systems Benelux B.V. Sykes Europe Limited

/s/ HAL COVERT

/s/ SCOTT J. BENDERT

Authorised Signature Authorised Signature

Hal Covert

Scott J. Bendert

Printed Name Printed Name

EVP and CEO

Sr. VP and Director

Title Title

1-28-00

January 26, 2000

Date Date

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SCHEDULE
PART 1
DIRECT SALES SCHEDULE—ORDER MANAGEMENT

Services

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide Order Management for Direct Sales Services which shall comprise the following services and those detailed in the Statement of Work:-

(a)
taking and dealing with Incoming Requests for the supply of Direct Sales Products and processing orders for Direct Sales Products and providing Type On Call Services as detailed in the Statement of Work and managing all aspects of communication channels to ensure that Incoming Requests are properly received;

(b)
ensuring that the Direct Sales Order Management Team is at all times fully resourced and trained to meet forecast requirements:

(c)
providing agreed information and data that will allow Adobe to have a clear understanding of how the Adobe Direct business is performing and what trends are apparent:

(d)
providing such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for End Users; and

(e)
use and introduction of quantitative analysis to measure performance of critical areas of the Direct Sales Services business including but not limited to the Performance Metrics and highlighting processes or controls that require to be improved and/or introduced to ensure the management and delivery of the Order Management requirement is carried out as effectively and efficiently as possible.

Availability

    Sykes shall ensure that CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. in the relevant Direct Sales Country and that calls will be answered in the relevant Direct Sales Language and that the Fulfilment Facilities are sufficiently maintained to meet the requirements for fulfilment set out in the Statement of Work.

Adobe Responsibilities

    Adobe shall subject to appropriate security arrangements being in place, provide Sykes with the following services to support Sykes in the provision of Direct Sales Services:-

(a)
engage in direct marketing campaigns to promote Direct Sales Products to End Users;

(b)
provide forecasting data to Sykes (which for the avoidance of doubt shall be deemed to be Confidential Information for the purposes of Clause 9) in accordance with the forecasting requirements set out in the Statement of Work;

(c)
provide relevant information such as pricing models, campaign codes and campaign training for each campaign set-up;

(d)
ensure that information on all policies and products is available through Lifeline;

(e)
train the Sykes person(s) responsible for Direct Sales Training where appropriate (as identified in the Statement of Work) on new Adobe Products and making all reasonable endeavours to conduct such training at least 2 weeks prior to product announcement; and

(f)
endeavour to ensure that forecast demand for Direct Sales Products can readily be met from then current finished goods stock.

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Performance Standards

    Sykes shall meet the Performance Standards for the provision of Order Management for Direct Sales Services as detailed in the Statement of Work. Sykes shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

Reporting

    Sykes shall provide Adobe with reports on the provision of Order Management for Direct Sales Services as detailed in the Statement of Work. This reporting will be delivered to the schedule as outlined in the Statement of Work.

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SCHEDULE
PART 2
DIRECT SALES SCHEDULE—ORDER FULFILMENT

Services

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide Order Fulfilment for Direct Sales Services which shall comprise the following services and those detailed in the Statement of Work:-

(a)
single/multi- pack fulfilment of Direct Sales Products orders from the Fulfilment Facility as outlined in the Statement of Work;

(b)
distribution and tracking of Direct Sales Products orders as per the Statement of Work;

(c)
warehousing and inventory management of all Direct Sales Products stock held within the Fulfilment Facility as detailed in the Statement of Work;

(d)
administering, recording and reporting of all Direct Sales Services activity relative to Order Fulfilment as outlined in the Statement of Work;

(e)
ensuring that the Direct Sales Team is at all times fully resourced and trained to meet forecast requirements;

(f)
providing agreed information and data that will allow Adobe to have a clear understanding of how the Order Fulfilment business is performing and what trends are apparent;

(g)
providing such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for End Users; and

(h)
use and introduction of quantitative analysis to measure performance of critical areas of the Order Fulfilment service including but not limited to the Performance Metrics and highlighting processes or controls that require to be improved and/or introduced to ensure the management and delivery of the Order Fulfilment service is carried out as effectively and efficiently as possible.

Availability

    Sykes shall ensure that Order Fulfilment staff are available to accept and process Direct Sales Products orders on all agreed Working Days set out in the Statement of Work.

Adobe Responsibilities

    Adobe shall subject to appropriate security arrangements being in place, provide Sykes with the following services to support Sykes in the provision of Direct Sales Services:-

(a)
provide order fulfilment forecasting data to Sykes (which for the avoidance of doubt shall be construed as Confidential Information for the purposes of Clause 9) in accordance with the forecasting requirements set out in the Statement of Work;

(b)
ensure that information on all Adobe fulfilment policies is available to relevant Sykes staff;

(c)
endeavour to ensure that forecast demand for Direct Sales Products can readily be met from then current finished goods stock.

Performance Standards

    Sykes shall meet the Performance Standards for the provision of Order Fulfilment for Direct Sales Services as detailed in the Statement of Work. Sykes shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

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Reporting

    Sykes shall provide Adobe with reports on the provision of Order Fulfilment for Direct Sales Services as detailed in the Statement of Work. This reporting will be delivered to the schedule as outlined in the Statement of Work.

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SCHEDULE
PART 3
ASN SERVICES

Services

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide ASN Services which shall comprise the following services and those detailed in the Statement of Work:-

(a)
handling the issue, receipt and processing of applications for memberships of ASN and renewals of such memberships;

(b)
handling the receipt and processing of all fees and charges in connection with ASN;

(c)
processing refunds where necessary in connection with ASN;

(d)
dealing with general enquiries regarding ASN;

(e)
generating Internet passwords for new relevant members

(f)
assembling, storing and despatching SDK Kits;

(g)
handling all invoicing in connection with ASN;

(h)
handling mailings and upgrade mailings to ASN Members as and when required by Adobe;

(i)
issuing welcome kits to new ASN Members;

(j)
issuing application/information kits to prospective ASN Members who request them;

(k)
assisting as required by Adobe from time to time in the organisation of training seminars;

(l)
providing agreed information and data that will allow Adobe to have a clear understanding of how the ASN is operating and what trends are apparent;

(m)
providing such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for ASN Members.

Availability

    Sykes shall ensure that ASN CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. UK local working time and that calls will be answered in English.

Performance Standards

    Sykes shall meet the Performance Standards for the provision of ASN Services as detailed in the Statement of Work. Sykes shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

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SCHEDULE
PART 4
CHARGES SCHEDULE

Adobe Direct—1999-2000 Cost Model

[]

CONFIDENTIAL TREATMENT REQUESTED

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SCHEDULE
PART 5
INFRASTRUCTURE TO BE PROVIDED BY SYKES

1.1  Telephone.  Sykes shall arrange for an adequate number and type of dedicated telephone numbers as will allow Sykes to meet the Performance Standards for all Incoming Requests in relation to each of the Services as specified by Adobe. Such numbers will be registered in the name of Adobe and shall be answered following pre-determined call scripts in the name of Adobe in accordance with the Statement of Work. Upon termination of the provision of the relevant Service or the termination of this Agreement for any reason whichever is earlier Sykes shall cease any further use of such telephone numbers.

1.2  Fax.  Sykes shall arrange for an adequate number of dedicated fax numbers and fax machines for Incoming Requests in relation to each of the Services as specified by Adobe. The fax numbers shall be registered in the name of Adobe and shall show a running heading as may be specified by Adobe from time to time. Upon termination of the provision of the relevant Service or the expiry or termination of this Agreement for any reason, whichever is earlier Sykes shall cease any further use of the fax numbers.

1.3  Letter.  Sykes shall arrange a facility for receiving incoming mail regarding Incoming Requests for Adobe. Upon termination of this Agreement or the provision of the relevant Service, Sykes shall forward all incoming mail to Adobe, or such other party as Adobe may specify, on a daily basis.

1.4  Electronic Mail (e-mail):  Without prejudice to any other obligation contained in the Agreement and/ or the Schedule, Sykes shall arrange for all hardware and software (as specified by Adobe) necessary for the receipt and sending of e-mail messages to, and receipt of e-mail messages from, End Users and/ or ASN Members in relation to any and all of the Services. Such e-mail facilities shall be registered in the name of Adobe, and shall show such headings or other identifying markings as may be specified by Adobe from time to time. Upon termination of the provision of the relevant Service or the termination of this Agreement for any reason, whichever is earlier, Sykes shall immediately cease any further use of the relevant e-mail facility.

1.5  Computer System Requirements.  Sykes shall make available at its own expense computer hardware and software which is compatible with Adobe's systems, having such characteristics as may be specified by Adobe to ensure compatibility and sufficient to:

(i)
operate any Adobe Database to which Adobe may provide access under the terms of this Agreement;

(ii)
make either a TCP/IP or modem connection to Adobe's internal network sufficient to provide or receive updates to any Adobe Database to which Sykes may have access under this Agreement.

1.6  Disaster Recovery

In order to ensure that Sykes is able to meet the Performance Standards and the Performance Metrics with respect to the Services provided under this Agreement, Sykes shall have and maintain during the Contract Term (and until the transfer of all relevant materials to Adobe in terms of Clause 14.6 of the Agreement) fault tolerance and disaster recovery capabilities and plans which will allow it to recover from any and all hardware, software, communications and/or power failure(s) used by Sykes from time to time in each case within a maximum of 24 hours of the relevant failure(s) occurring. For the avoidance of doubt, such plans and capabilities shall cover all infrastructure required to provide the Services, including but not limited to all computer, telephony and other systems.

2.   Infrastructure to be provided by Adobe

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Adobe shall provide and Sykes shall make use of the following the provision of Services:—

(a)
Certain of Adobe's databases principally the Type On Call Database and the ASN Database

(b)
Lifeline

(c)
Computer hardware and software at Adobe's location for connection by Sykes to Adobe's internal network insofar as permitted from time to time by Adobe, such connection being solely for the purposes of this Agreement.

(d)
Copies of certain of the Product(s) for use by Sykes as more fully described in Clause 12.3 of the Agreement.

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QuickLinks
SCHEDULE PART 1 DIRECT SALES SCHEDULE—ORDER MANAGEMENT
SCHEDULE PART 2 DIRECT SALES SCHEDULE—ORDER FULFILMENT
SCHEDULE PART 3 ASN SERVICES
SCHEDULE PART 4 CHARGES SCHEDULE
SCHEDULE PART 5 INFRASTRUCTURE TO BE PROVIDED BY SYKES
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Exhibit 10.61

     *Text Omitted and Filed Separately
Confidential Treatment Requested
Under 17 C.F.R. §§ 200.80(b)(4)
200.83 and 240.24b-2

ADOBE SYSTEMS—SYKES NORTH AMERICA
AGREEMENT

    AGREEMENT between ADOBE SYSTEMS INCORPORATED, a company incorporated in Delaware and having a place of business at 345 Park Avenue, San Jose, California 95110-2704 ("Adobe") and SYKES NORTH AMERICA, a company incorporated in Florida, and having a place of business at 100 North Tampa Street, Suite 3900, Tampa, Florida 33602 ("Sykes").

    WHEREAS:

(A)
Adobe is a world leader in the development, licensing and distribution of desktop publishing software;

(B)
Adobe wishes to be provided with a variety of logistical services to support and facilitate its development, licensing and distribution in Canada, Mexico and the United States;

(C)
Sykes is willing to provide such services to Adobe for Canada, Mexico and the United States on the following terms and conditions.

    NOW THEREFORE IT IS AGREED AS FOLLOWS:

1.  DEFINITIONS AND INTERPRETATION

    1.1 In this Agreement unless the context otherwise requires, the following expressions shall bear the following meanings:

(a)** "Adobe Databases" shall mean the Adobe databases from time to time made available by Adobe to Sykes or created by Sykes pursuant to the provision of Services hereunder;

"Adobe Direct"

shall mean Adobe's direct sales organization designed to allow Registered End Users to acquire Adobe product upgrades, selected Adobe retail products, Adobe type and complementary Third Party Products and to provide Registered End Users with the latest information on Adobe upgrades and offers;

"Adobe Financial Month(s)"

shall mean the period(s) of four or five weeks Adobe uses for its internal financial accounting purposes, a list of all such months to be provided by Adobe to Sykes at the beginning of the relevant Adobe Financial Year while this Agreement is in force;

1

"Adobe Financial Quarter(s)"

shall mean the period(s) of thirteen (13) weeks Adobe uses for its internal financial accounting purposes, a list of all such quarters to be provided by Adobe to Sykes upon commencement of this Agreement and at the beginning of the relevant Adobe Financial Year while this Agreement is in force;

"Adobe Financial Year"

shall mean 4th December 1999 to 1st December 2000 for financial year 2000 and, for subsequent years, such period as Adobe designates as its financial year for its internal financial accounting purposes;

"Adobe Group"

shall mean Adobe Systems Incorporated and its subsidiaries and affiliates, including Adobe;

"Adobe Products"

shall mean Direct Sales Products and ASN Products but excluding Third Party Products;

"Agent(s)"

shall mean ASN CSRs and/or CSRs as the case may be;

"Agreement"

shall mean this Agreement between Adobe and Sykes;

"ASN"

shall mean the Adobe Solutions Network set up and operated by Adobe;

"ASN CSR"

shall mean a customer services representative allocated to the provision of ASN Services and forming part of the ASN Team;

"ASN Database"

shall mean the database of ASN Members and their registration, program and other details;

"ASN Members"

shall mean members from time to time of the ASN;

"ASN Products"

shall mean the products distributed or provided through the ASN as identified by Adobe from time to time;

"ASN Programs"

shall mean the individual programs to which ASN Members subscribe, as more particularly detailed in the Statement of Work and this Agreement;

"ASN Schedule"

shall mean Part 3 of the Schedule;

"ASN Services"

shall mean the services to be provided by Sykes in terms of this Agreement in operating the ASN on behalf of Adobe;

"ASN Team"

shall mean the Sykes employees allocated to the provision of ASN Services (including but not limited to the ASN Management Team and all ASN CSRs);

2

"ASN Training"

shall mean the training for the provision of ASN Services identified in the Statement of Work;

"Call Center Facility"

shall mean Sykes' Call Center facility at Calder House, 599 Calder Road, Edinburgh EH11 4GA or such other premises as may be approved in advance by Adobe from time to time;

"CC Sheet"

shall mean a customer care sheet for Adobe Direct describing policies and/or procedures or information in relation to specific issues / problems and/or products to be used in the first instance by CSRs in the provision of Direct Sales Services;

"CCS"

shall mean the call center software owned by Sykes and used in the co-ordination and management of the Services by Sykes and used by Adobe for Adobe's use in connection with the ASN and Adobe Direct, as installed at the Effective Date at the Call Center Facility and as upgraded or modified with Adobe's prior written approval and development requirements from time to time;

"Charges Schedule"

shall mean Part 4 of the Schedule;

"Client Group Manager"

shall mean in relation to the relevant Management Team, the person identified as having those responsibilities in the relevant Part of the Schedule;

"Commercial Practices"

shall mean accepted industry practice regarding the nature of work to be done and the timescales in which it is to be carried out;

"Confidential Information"

shall have the meaning given to it in Clause 9;

"Contract Term"

shall mean the period beginning on the Effective Date (as hereinafter defined) and ending at 12:00 midnight GMT on 1st December 2000, unless terminated earlier in accordance with the provisions hereof;

"CSN"

shall mean the customer service number allocated to all Registered End Users and ASN Members;

"CSR"

shall mean a customer service representative allocated to the provision of Direct Sales Services forming part of the Direct Sales Team;

3

"Direct Sales Countries"

shall mean the United States, Mexico, Canada and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Direct Sales Forecasts"

shall mean the forecasts of anticipated orders for Direct Sales Products produced by Adobe in accordance with the Statement of Work;

"Direct Sales Languages"

shall mean English, French, Spanish and such other languages as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Direct Sales Products"

shall mean the products and upgrades from time to time made available by Adobe through Adobe Direct comprising selected Adobe retail products, Adobe product upgrades, Third Party Products and Adobe type as detailed from time to time in LifeLine and as varied from time to time by Adobe;

"Direct Sales Schedules"

shall mean Parts 1 and 2 of the Schedule;

"Direct Sales Services"

shall mean the services to be provided by Sykes in relation to Adobe Direct pursuant to Clause 3 and the Direct Sales Schedules including but not limited to the provision of Type On Call Services;

"Direct Sales Team"

shall mean the Sykes employees allocated to the provision of Direct Sales Services (including but not limited to the Direct Sales Management Team, the Direct Sales data entry and database personnel and all CSRs);

"Direct Sales Training"

shall mean the training for the provision of Direct Sales Services identified in the Statement of Work;

"Effective Date"

shall mean 4th December 1999;

"End User"

shall mean a licensee of the Product(s) who acquires such products for its own use rather than distribution, and shall exclude distributors, dealers, value added distributors, original equipment manufacturers, third party vendors, system integrators and other parties who have licensed the Product(s) for distribution or for any purpose other than for their own use;

"Finance Services"

shall mean the finance services which Sykes shall provide in relation to the Direct Sales Services and the ASN Services as more particularly specified in the relevant Statement of Work;

4

"Fulfillment Facility"

shall mean Sykes' warehousing facility located in Tampa, Florida;

"Incoming Request"

shall mean an incoming request from any person by fax, phone, post, e-mail or other media from time to time specified by Adobe for any of the Services, as the case may be;

"Intellectual Property"

shall mean all intellectual property rights, similar and/or neighboring rights and sui generis rights, of whatever nature anywhere in the world and all rights pertaining thereto including but not limited to all present and future title to and/or interests therein whether recorded or registered in any manner or otherwise, including without prejudice to the foregoing generality, trade marks and service marks and applications therefor, patents and patent applications, copyright, database and unfair extraction rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods, data, source codes and object codes, discoveries, specifications, diagrams, technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;

"Lifeline"

shall mean the Adobe intranet known as Lifeline which contains details of policies and procedures for Adobe Direct with which Sykes is expected to comply or such other intranet or other system as Adobe may from time to time use for such purpose;

"Management Team"

shall mean the management team(s) set up by Sykes to manage each of the Services under this Agreement (as more specifically detailed in the relevant Parts of the Schedule), the terms "ASN Management Team" and "Direct Sales Management Team" being construed accordingly;

"Performance Metrics"

shall mean the measurements in relation to each of the Services as set out in the Statement of Work on which Sykes shall provide reports in terms of Clause 2.6;

"Performance Standards"

shall mean in relation to each Service, the binding performance standards identified in relation to that Service in the Statement of Work;

5

"Products"

shall mean Adobe Products and Third Party Products;

"QBR"

shall mean the quarterly business review in relation to each quarter to review performance of the Services in the preceding quarter, problems encountered and to set goals and objectives for Sykes for the following quarter to be held by the parties in terms of Clause 2.10;

"Registered End Users"

shall mean End Users who have been Verified and entered into the Sales and Registration Database or Type On Call Database, as the case may be;

"Sales and Registration Database"

shall mean the database held by Sykes and containing among other information, details of all Registered End Users in the Direct Sales Countries and Italy and product registrations for such Registered End Users;

"Schedule"

shall mean the Schedule in four (4) parts appended hereto which shall form part of this Agreement;

"Services"

shall mean the services to be provided by Sykes to Adobe and on behalf of Adobe to End Users pursuant to this Agreement and comprising Direct Sales Services, ASN Services, and Finance Services together with any and all other services which may from time to time be provided under this Agreement in terms of Clause 2.5 (whether as improvements or additions to existing Services or as new Services), references to a "Service" being construed accordingly;

"Services Schedule"

shall mean the Direct Sales Schedules, the ASN Schedule and/or such other Schedule or part thereof as may be drawn up in accordance with Clause 2.5 from time to time;

"Services Team"

shall mean as the case may be the ASN Team, the Direct Sales Team and such other teams as may from time to time be set up to provide Services in accordance with Clause 2.5;

"SKU(s)"

shall mean the stock keeping unit numbers allocated to stock held by Sykes, as detailed in the Statement of Work;

6

"Statement of Work"

shall mean the Statement of Work which relates to Direct Sales Services or ASN Services as the case may be, annexed as appendices to this Agreement and which shall form part of the Agreement, as updated from time to time by Adobe in terms of Clause 2.2;

"Sykes Associated Company"

shall mean the Sykes North America and its subsidiaries and affiliates, including Sykes;

"Third Party Products"

shall mean products developed by third parties which Adobe elects to make available from time to time through Adobe Direct;

"Trade Marks"

shall have the meaning given to it in Clause 13.3;

"Type On Call Countries"

shall mean the United States, Canada, Mexico and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Type On Call Database"

shall mean the database held by Adobe to which Sykes has access in terms of this Agreement which holds, among other information, details of all Registered End Users who have registered Type On Call Products;

"Type On Call Languages"

shall mean English, French, Spanish and such other languages as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);

"Type On Call Product"

shall mean the Adobe Product available from Adobe Direct (as amended from time to time by Adobe) containing various Adobe fonts which require to be unlocked for use by End Users following registration using the Type On Call Services;

"Type On Call Services"

shall mean the services forming part of the Direct Sales Services under which Sykes will register End Users for Type On Call Products and provide unlocking services to Registered End Users to allow them to unlock fonts within the Type On Call Product, in accordance with the Statement of Work;

"Updates"

shall mean updates, patches, bug fixes and/or workarounds which Adobe may from time to time make available in relation to Adobe Products (whether on the Internet or otherwise);

7

"Verified"

shall mean that the customer services number of the End User in question has been verified in accordance with the procedure for verification set out in the Statement of Work;

"Working Day"

shall mean each weekday (i.e., Monday through Friday inclusive) during the Contract Term other than Christmas Day and New Year's Day, and such weekend days (i.e., Saturday and Sunday) as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed).

    (b) "Client Group Manager", "Client Group Administrator", "Operations Manager", "Program Manager", "Senior Supervisor", "Client Lead", "Administrator", "Team Lead", "Senior Communicator", "Data Entry Supervisor" and "Data Entry Administrator" shall mean in relation to the relevant Services Team or Management Team, the person from time to time identified as such in the Statement of Work.

    1.2 Reference to any statute or statutory provisions shall include any statute or statutory provision which amends or replaces, or has amended or replaced, it and shall include any subordinate legislation made under the relevant statute.

    1.3 In circumstances where Sykes is permitted hereunder to use the services of a sub-contractor in the performance of the Services, references herein to Sykes shall, where appropriate, be construed as references to that sub-contractor provided always that Sykes shall remain primarily liable to Adobe in respect of such sub-contractors.

    1.4 A reference to the singular shall include a reference to the plural and vice versa, and a reference to any gender includes a reference to all other genders.

    1.5 Headings are for convenience only and shall not affect interpretation.

2.  APPOINTMENT

    2.1  Non-exclusive Appointment.  Adobe hereby appoints Sykes and Sykes hereby accepts appointment as a non-exclusive provider of the Services during the Contract Term, subject to the terms of this Agreement. As at the Effective Date, Adobe hereby instructs Sykes to provide all the Services detailed in this Agreement but, consistent with the non-exclusive nature of this appointment, Adobe shall be entitled at any time to discontinue and/or suspend the provision by Sykes of any or all of the Services by giving a reasonable period of notice which shall not be less than forty-five (45) days.

    If Adobe, during the Contract Term, seeks (1) any extension to the existing Services provided under this Agreement, or (2) the provision of new services similar to the services provided by Sykes which are not covered by this Agreement, Sykes shall have the opportunity to tender for the provision of such new services.

    2.2  Performance.

    (a) Sykes warrants and undertakes to Adobe that the Services shall at all times be provided in accordance with this Agreement, the Services Schedules (including but not limited to the Performance Standards and Performance Metrics) and the Statement of Work.

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    (b) Adobe shall be entitled by thirty (30) days' prior written notice to amend the Statement of Work provided that such amendments will not have a material impact (whether requiring an increase or decrease) on the resources required by Sykes to provide the Services. Any such proposed amendments (including amendments to LifeLine or any other Adobe Database to which the Statement of Work refers) which will have a material impact (whether requiring an increase or decrease) on such resources shall be approved in advance in writing by Sykes, acting reasonably. Sykes shall be entitled to request amendments to the Statement of Work where such amendments will not affect the nature or quality of the Services but all such amendments will require to be approved in advance in writing by Adobe, acting reasonably.

    (c) Where policies and procedures outlined in the Statement of Work are amended from time to time within the relevant Adobe Databases or within Lifeline, such amendments shall be deemed to vary the Statement of Work accordingly.

    (d) For the avoidance of doubt, unless explicitly stated to be a responsibility of Adobe, all obligations, duties, responsibilities and other matters set out or referred to in the ASN Schedule, the Direct Sales Schedules, and the Statement of Work shall be Sykes' responsibility and shall be obligations of Sykes in terms of this Agreement and except insofar as explicitly stated to be a responsibility of Adobe, it shall be Sykes' responsibility to ensure that all Services are performed as described in the relevant Services Schedule, the Statement of Work and this Agreement.

    2.3  Resources.  Without prejudice to specific obligations elsewhere in this Agreement, Sykes shall at all times devote sufficient resources and teams of sufficiently qualified personnel to enable it to provide the Services efficiently and professionally. Without prejudice to the generality of the foregoing, or any Performance Standard or Performance Metric set in relation to the Services, Sykes shall provide the Services to the standards which would reasonably be expected of a competent company which is providing the Services on an arms length basis and Sykes shall at all times perform the Services courteously and in such manner as not to injure Adobe's name or damage Adobe's goodwill.

    2.4  No Breach.  Sykes hereby represents to Adobe that Sykes will not be in breach of any existing obligation binding on Sykes by reason of its entering into this Agreement.

    2.5  Other Services.  Sykes undertakes and agrees that it will upon request provide Adobe with such additional Services as Adobe may from time to time require during the Contract Term as long as the request conforms with Commercial Practices and at prices to be agreed by the parties. If such Services are requested and included in this Agreement, the parties shall agree the terms of a Services Schedule in relation to such Services (or such amendments to existing Services Schedule(s) as may be appropriate) together with such additions and/or amendments to the Statement of Work as may be appropriate.

    2.6  Reporting and Performance Metrics.  Sykes shall provide such reports, information and data as Adobe shall from time to time reasonably require in relation to the performance of this Agreement. This shall include but is not limited to reports on the Performance Standards and Performance Metrics which shall be produced by Sykes in relation to each Service in the terms set out in the relevant Services Schedule and/or the Statement of Work and the production by Sykes of all other reports, information and data more particularly specified in the Schedule and the Statement of Work. Reports on the Performance Metrics shall include all reports on the Performance Standards. Sykes shall ensure that all reports on the Performance Metrics and Performance Standards contain charts which show sufficient historical data to identify trends, clearly understood titles and labels, the goal or objective, a clear indication of which direction is good and which is bad and a scale which does not distort trends. Sykes shall ensure that all Performance Standards are drawn to the attention of all relevant employees. Sykes shall ensure that all Direct Sales and ASN Performance Metrics and Performance Standards are broken down as detailed in the relevant Services Schedule and/or the Statement of Work. Without prejudice to the foregoing, Sykes shall use all reasonable endeavors to inform Adobe without delay of any matter which comes to the attention of Sykes which is likely to affect materially the provision of the Services.

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    2.7  Services Provided in Adobe's Name and Grant of License.  All Services provided shall be provided by Sykes in the name of Adobe. So far as required by Sykes for the proper performance of its duties hereunder during the Contract Term and for no other purpose whatsoever, Adobe shall use its reasonable endeavors to procure for Sykes a non-exclusive royalty-free limited licence to use specified trade marks, service marks, trade names and logos belonging to or licensed by Adobe or any member of the Adobe Group pertaining to the Products. Such licence shall automatically terminate on the date of termination or expiry of this Agreement howsoever terminated or expiring and with effect from such date Sykes shall have no further right to use any such trade marks, service marks, trade names or logos of Adobe or any member of the Adobe Group pertaining to the Products or their licensors.

    2.8  Intellectual Property.  It is hereby expressly agreed that Adobe shall be the sole and exclusive owner of all Intellectual Property rights in all work carried out by Sykes (or on behalf of Sykes) in the provision of the Services including but not limited to copyright in reports, manuals, electronic files and technical notes authored by Sykes, copyright and database rights in any and all databases created or updated and copyright and related rights in any and all software developed by Sykes in the performance of the Services, to the extent that such software is bespoke software commissioned from Sykes by Adobe and charged to Adobe. Where Adobe has funded such software development, Sykes shall only be entitled to use such software for the exclusive benefit of Adobe during the Contract Term, and any transitional period described in Clause 14.6(a). In the event Sykes develops any other software under this Agreement for the benefit of Adobe and other Sykes clients, the parties shall agree how, if at all, the development costs of such software shall be apportioned. In any event, Adobe shall be entitled to a licence to use such software on terms to be agreed between Adobe and Sykes, provided that such terms shall include, as minimum terms, an irrevocable, worldwide, royalty free licence to use, sub-license to any member of the Adobe Group, and reproduce such software in connection with the Services during the Contract Term, and any transitional period described in Clause 14.6(a). Sykes hereby assigns as legal and beneficial owner to Adobe, by way of future assignation any and all such Intellectual Property rights which are capable of future assignation and on Adobe's request shall assign as legal and beneficial owner all other such Intellectual Property rights. Sykes shall procure the waiver by all persons involved in the creation or development of any such works of such moral or similar rights as such persons may from time to time have in or in relation to such works. Without prejudice to the foregoing, Sykes undertakes to do all such things and execute (or procure the execution of) all such documents as Adobe shall from time to time require in order to perfect Adobe's title to same and obtain any applicable protections in Adobe's name and to confirm such waivers including but not limited to procuring assignations and waivers in Adobe's favor from contractors and consultants. Sykes warrants and represents to Adobe that it is entitled to assign such Intellectual Property to Adobe and that such Intellectual Property does not infringe the Intellectual Property rights or moral or similar rights of any third party.

    2.9  Hardware, Software and Systems.  Sykes shall ensure that it has available to it all hardware, software and other technical resources required from time to time for the provision of the Services all of which shall be at the responsibility and risk of Sykes and Sykes shall maintain and update the same to standards consistent with Sykes' obligations to meet the Performance Standards and Performance Metrics stated in this Agreement. Without prejudice to the foregoing generality this shall include but not be limited to the personal computers, peripheral devices, equipment and software necessary to:

    (a) have and maintain for the Contract Term, access to any Adobe Database (or other database) Adobe deems necessary (acting reasonably) for Sykes to perform its obligations under this Agreement;

    (b) maintain facilities for the entry into and processing of data in connection with all relevant Adobe Databases and for all reporting required in terms of this Agreement;

    (c) invoice, process and validate payments of membership fees and renewal fees and ASN Product charges in the provision of the ASN Services;

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    (d) invoice, process and validate payments for Direct Sales Products supplied in the course of the Direct Sales Services;

    (e) maintain technical resources which make call monitoring of Services supplied to End Users possible;

    (f)  maintain an electronic mail system compatible with that specified by Adobe (acting reasonably); and

    (g) maintain sufficient electronic ordering, processing and other facilities as are necessary for shipping Direct Sales Products and ASN Products to End Users and ASN Members respectively;

Without prejudice to the foregoing, Sykes shall ensure that it has available to it the infrastructure identified in Part 5 of the Schedule and any and all specific hardware, software and technical resources identified in the Statement of Work in relation to each of the individual Services (which shall have no less than the functionality described in the Statement of Work, where specified) and shall not make any material change to any specifications or configurations so described without Adobe's prior written consent, acting reasonably.

    2.10  Management Teams and Reviews.  Sykes shall set up and maintain effective Management Teams primarily dedicated to Adobe which shall comprise the individuals and reflect the structures contained in the Statement of Work in relation to the relevant Services. Sykes shall ensure that the relevant members of the Management Teams shall attend and hold such meetings as Adobe shall from time to time reasonably require including but not limited to the QBR (which will be held in the month following expiry of each Adobe Financial Quarter during the Contract Term) and the other regular meetings scheduled in the Statement of Work in relation to each of the Services.

    2.11  Quality Control.  In addition to any specific quality control mechanisms included from time to time in any Services Schedules and/or the Operation Manual and without prejudice to the Performance Standards, Adobe shall be entitled:

    (a) upon twenty-four (24) hours' advance notice to Sykes, to monitor responses to Incoming Requests (whether calls taken or e-mails or other written responses supplied or otherwise) and to analyze the quality and quantity of call logging; and

    (b) at any time(s) and as it deems appropriate to carry out written, telephone or other surveys of End Users and ASN Members as to their experience with Services provided to them.

3.  DIRECT SALES SERVICES

    3.1  Services to be Supplied.  Subject to the terms of this Agreement, Sykes agrees to provide Adobe with the Direct Sales Services and the Finance Services during the Contract Term for the sums set out in the Charges Schedule and in accordance with the terms set out in the Direct Sales Schedules, the Statement of Work and this Agreement.

    3.2  Recruitment, Training and Teams.  Sykes shall recruit CSRs and other members of the Direct Sales Team meeting the profile contained in the Statement of Work and shall ensure that the Direct Sales Team at all times meets the requirements in all material respects (which shall mean that there are no adverse or detrimental effects on the Performance Standards) in terms of numbers, structure and seniority set out in the Statement of Work and the forecasted requirements of Adobe from time to time, in the terms set out in the Statement of Work. Sykes shall ensure that all members of the Direct Sales Team undergo and satisfactorily complete the Direct Sales Training and without prejudice to the foregoing, that the Direct Sales Team is at all times adequately trained and resourced in accordance with Adobe's reasonable requirements from time to time. Sykes shall monitor all CSRs and obtain training evaluations from such CSRs as detailed in the Statement of Work. Sykes' compliance with this provision shall not relieve Sykes of its obligation to achieve the Performance Standards.

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    3.3  Performance Standards.  Sykes shall perform the Direct Sales Services to the Performance Standards set out in the Direct Sales Schedules and/or the Statement of Work. Sykes further acknowledges and agrees that a consistent failure to meet the standards, goals and objectives identified in the Performance Standards and/or the Performance Metrics shall be deemed to be a material breach of this Agreement as specified in Clause 14.3. Without limiting the foregoing, Sykes agrees to use all reasonable endeavors to achieve the performance standards described as "Targets" in the Statement of Work.

    3.4  Adobe's Responsibilities.  Adobe shall provide the services detailed in the Direct Sales Schedules to support Sykes in the provision of Direct Sales Services together with such other services as may be specifically identified as a responsibility of Adobe in the Statement of Work.

4.  ASN SERVICES

    4.1  Services to be Supplied.  Subject to the terms of this Agreement, Sykes agrees to provide Adobe with the ASN Services and the Finance Services during the Contract Term at the prices set out in the Charge Schedule in accordance with the terms set out in the ASN Schedule, the Statement of Work and this Agreement.

    4.2  Recruitment, Training and Teams.  Sykes shall recruit ASN CSRs meeting the profile contained in the Statement of Work and shall ensure that the ASN Team at all times meets the requirements in all material respects (which shall mean that there are no adverse or detrimental effects on the Performance Standards) in terms of numbers, structure and seniority set out in the Statement of Work. Sykes shall ensure that all members of the ASN Team undergo and satisfactorily complete the ASN Training and without prejudice to the foregoing, that the ASN Team is at all times adequately trained and resourced in accordance with Adobe's reasonable requirements from time to time. Sykes shall monitor all ASN CSRs and obtain training evaluations from such ASN CSRs as detailed in the Statement of Work. Sykes' compliance with this provision shall not relieve Sykes of its obligation to achieve the Performance Standards.

    4.3  Performance Standards.  Sykes shall perform the ASN Services to the Performance Standards set out in the ASN Schedule and/or the Statement of Work. Sykes further acknowledges and agrees that a consistent failure to meet the standards, goals and objectives identified in the Performance Standards and/or the Performance Metrics shall be deemed to be a material breach of this Agreement as specified in Clause 14.3.

    4.4  Adobe's Responsibilities.  Adobe shall provide such services as may be specifically identified as a responsibility of Adobe in the Statement of Work.

5.  REMUNERATION

    5.1  Invoicing.

    (a) Within nineteen (19) days of the end of each Adobe Financial Month during the Contract Term, Sykes shall invoice Adobe for all work carried out in the previous Adobe Financial Month calculated as set out in the Charges Schedule. Such invoices shall clearly specify amounts due for each of the Services. Each such invoice shall be accompanied by such supporting documentation and vouchers as Adobe may reasonably require. Except as provided in Clause 5.2, and further provided that such invoice is accurate and fully supported, Adobe agrees to pay each such invoice within sixty (60) days of the date of such invoice which for the avoidance of doubt shall be the date of the end of the relevant Adobe Financial Month.

    (b) Within nineteen (19) days of the end of each Adobe Financial Month, Sykes shall also provide Adobe with a written statement of the amounts received by Sykes on behalf of Adobe during the previous Adobe Financial Month from all sources in relation to Services provided. Sykes shall ensure that all sums received or receivable in this respect shall be payable to and paid to Adobe and

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shall be paid into such nominated Adobe accounts as Adobe shall notify Sykes from time to time. In no event and under no circumstances shall Sykes receive sums from End Users or ASN Members or in any other manner on its own account in relation to the Services but if for any reason any such sums are received, they shall be held in trust for Adobe and immediately paid to Adobe in such manner as Adobe shall direct.

    5.2  Withholding Payment.  Without prejudice to its other rights hereunder Adobe shall not be obliged to make payment of any sums pursuant to Clause 5.1 if:

    (a) Sykes has unreasonably refused or failed to perform any Services as and when requested by Adobe; or

    (b) Sykes has failed to perform any or all of the Services in accordance with the Performance Standards and/or the Performance Metrics such that, in Adobe's reasonable judgement, there has been or is likely to be a materially adverse effect on the Service(s) in question; or (c) any of the circumstances specified in Clause 14.3 has arisen.

    5.3  No Expenses.  Except as specifically provided herein Sykes shall not be entitled to receive any remuneration or be reimbursed in respect of any expenses incurred by it in the performance of its duties hereunder.

    5.4  Accounts and Records.

    (a) Sykes shall keep full, adequate and accurate books of account and other records reflecting the management, operation and financial results of the Services at its normal place of business. Such books and records shall, at all times, be kept in all material respects in accordance with good administrative, and secretarial practice and generally accepted accounting principles. Title to such books and records shall vest in Sykes.

    (b) Such books of account and all relevant records shall be open upon reasonable prior notice during normal working hours and at reasonable intervals for inspection by a duly authorized representative or representatives of Adobe for the purpose of verifying the accuracy of all payments made or to be made by or to Adobe pursuant to this Clause 5. Provided that Adobe has access to all information necessary to verify the accuracy of all payments made to or to be made by Adobe pursuant to this Clause 5, Sykes shall not be obligated to provide Adobe with access to records relating to Sykes' profitability in the provision of the Services or access to any records containing other Sykes client information. For the avoidance of doubt, where such records may contain Adobe information and information relating to other Sykes clients, Sykes shall provide Adobe with properly redacted versions of such records.

    5.5  Interest.  Interest shall be payable on all sums which are due and payable hereunder to or by Adobe (other than amounts which are the subject of a bona fide dispute between the parties) from the due date for payment as specified herein until payment in full is made at the rate of 1.5% per month on the maximum allowable by law, whichever is lower.

    5.6  Review.  Without prejudice to the other provisions of this Clause 5 but subject to the provisions of Clause 5.7, the parties agree that the Charges Schedule shall be reviewed by the parties on an annual basis with the first such review occurring one (1) year after the Effective Date. Such reviews shall be conducted in order to ensure that the Charges Schedule is competitive. If, following any such review, the parties are not able to agree a new Charges Schedule, the last Charges Schedule shall remain in force until the next review subject to this Clause 5. It is acknowledged and agreed between the parties that, notwithstanding each such review, there is no obligation on Adobe to instruct Sykes to provide Adobe with any Service during the Contract Term.

    5.7  Most favorable terms.  If at any time during the Contract Term Sykes or any Sykes Associated Company provides services similar to the Services or any of them to any third party on terms which are

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more favorable in respect of such services than the terms provided herein then the parties agree that the terms applying to provision of such Services hereunder shall at the request of Adobe be amended to provide for such favorable terms but nothing contained in this Clause 5.8 shall oblige Sykes to disclose the identity of any such third party. Sykes shall be bound to inform Adobe immediately if any such circumstances arise.

    5.8  Disputes referred to expert.  The parties agree that any dispute regarding sums due to or by Sykes in terms of this Agreement shall be referred for final settlement to an accountant as mutually agreed by the parties or failing agreement as to such arbitration in accordance with the rules of the American Arbitration Association, any such controversy or claims hall be arbitrated on an individual basis and shall not be consolidated in any arbitration with any claim or controversy of any other party. The arbitration shall be conducted in San Jose, California.

6.  CLIENT GROUP MANAGER

    In order for Adobe to monitor and review the Services, Sykes undertakes and agrees to appoint one individual to be primarily responsible to Adobe for the Services who shall be the Client Group Manager. The Client Group Manager shall meet with such of Adobe's management as Adobe shall deem necessary no less frequently than once each month during the Contract Term, or more frequently if this is required by the relevant Performance Standard or by Adobe at any time during the Contract Term. In addition, Sykes undertakes and agrees to appoint a separate service manager for each or any of the Services, if requested by Adobe. For the avoidance of doubt this Clause 6 is without prejudice to any other managing structure requirement or reporting requirement specified in any Performance Standards or Performance Metrics or elsewhere in this Agreement or the Statement of Work.

7.  RISK AND INSURANCE

    7.1  Adobe property.  Sykes agrees that all property of Adobe to be held in the possession of or under the control of Sykes pursuant to this Agreement shall be held at the risk and liability of Sykes, notwithstanding that title to such property shall at all times remain with Adobe.

    7.2  Insurance.  Sykes shall obtain and maintain product liability, public liability and professional indemnity insurance policies with caps of not less than [] in respect of each of such policies with a reputable insurance company in respect of Sykes' liabilities hereunder both during the Contract Term and for a period of five years after its expiry or termination. For as long as such insurance is required as aforesaid, upon request by Adobe, Sykes shall submit to Adobe:

    (a) copies of all relevant insurance policies; and

    (b) such evidence of payment of premiums (including payment receipts) as Adobe shall reasonably require in respect of such insurance to show that it has been obtained and renewed.

8.  CONFLICT OF INTEREST AND PUBLICITY

    8.1  Good faith.  Each party undertakes at all times to perform its obligations and exercise its rights hereunder with the utmost good faith (which includes in the case of Adobe the right to assign).

    8.2  Press releases.  The parties agree that neither of them shall make any press release or originate any other publicity regarding this Agreement or the Services or make any announcement or publication whatsoever which involves the name of the other party without the prior written consent of the other party hereto. Without prejudice to the foregoing generality, neither party shall at any time without the prior written consent of the other party make or cause or give permission to any employee or any third party to make any untrue or misleading statement in relation to Sykes, any Sykes Associated Company, Adobe

   CONFIDENTIAL TREATMENT REQUESTED

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and/or any member of the Adobe Group, nor in particular after the termination of this Agreement represent or cause or permit any representation to be made that Sykes is connected with Adobe and/or any member of the Adobe Group in relation to the provision of the Services save as required by law or as is publicly available.

9.  CONFIDENTIALITY

    9.1  Confidential Information and Materials:

    (a) For the purposes of this Agreement, "Confidential Information" shall mean any and all technical and non-technical information in any form, including patent, trade secret and proprietary information, techniques, sketches, drawings, models, inventions, know-how, processes, apparatus, equipment, algorithms, software programs, software source documents, and formulae related to current, future and proposed products and services of Adobe and members of the Adobe Group and includes, without limitation, its respective information concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing, manufacturing, customer lists, business forecasts, sales and merchandising, and marketing plans and information. Without prejudice to the foregoing generality, "Confidential Information" shall also include any and all information contained in any and all Adobe Databases to which Sykes may have access under this Agreement.

    (b) For the purposes of this Agreement, "Confidential Materials" shall mean all tangible materials containing Confidential Information including, without limitation, all written or printed documents and computer disks, tapes or CD-ROMs, whether machine or user readable, all PDF (portable document format) files and databases containing any Confidential Information.

    9.2  Property of Adobe.  All Confidential Information and/or Confidential Materials, and any Intellectual Property rights embodied therein, shall remain the sole and exclusive property of Adobe. Upon termination or expiry of this Agreement, all Confidential Materials, including any copies thereof which Adobe has authorized Sykes to make shall be returned to Adobe immediately.

    9.3  Restrictions.  Sykes agrees that it shall not make use of, disseminate or in any way disclose the Confidential Information or the Confidential Materials to any person, firm, business, company or organization, except to the extent necessary to strictly comply with its obligations hereunder. For the avoidance of doubt, (a) Sykes shall not be entitled to use the Confidential Information and/or the Confidential Materials for any purpose other than to the extent strictly necessary to comply with its obligations hereunder. Sykes shall not circulate (by fax, electronic mail or any other method) any of the Confidential Materials to any End User and (b) the Confidential Materials are provided to Sykes to use as a resource in providing the Services and Sykes shall not publish any of the Confidential Materials. Sykes shall cause each individual or company employed by Sykes to execute a written nondisclosure agreement ("NDA") regarding confidentiality and assignment of rights prior to each such individual or company's commencement of services hereunder, such contract having terms no less onerous than those set out in this Agreement, such as the provided in Part 6 of the Schedule ("Nondisclosure Agreement"). Such contracts shall: (a) include a full assignment of all rights to Adobe, (b) include a waiver of any moral or similar rights, (c) be freely assignable, and (d) contain restrictions on use and disclosure at least as protective of Adobe' interests as those contained herein or in the NDA. Further, with respect to any subcontractors which it employs: (x) Sykes shall obtain the written consent of Adobe, (y) Sykes shall be responsible for the direction and coordination of the services of such subcontractors, and (z) Adobe shall have no obligation to pay such subcontractor(s).

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    9.4  Degree of Care.  Without prejudice to any other obligation under this Agreement, Sykes agrees that it shall treat all Confidential Information and all Confidential Materials with the same degree of care as it accords to its own confidential information, and Sykes represents that it uses best efforts to protect its confidential information. Sykes may disclose the Confidential Information and the Confidential Materials only to Sykes' employees who have a need to know such Confidential Information and/or need to use such Confidential Materials and who have previously agreed in writing to be bound by the terms and conditions of this Agreement as they relate to Confidential Information and Confidential Materials.

    9.5  Sykes' Confidential Information.  Adobe agrees to treat as confidential any information which is proprietary to Sykes and is made available to Adobe during the Contract Term at Adobe's request, and to ensure that all appropriate precautions are in place to ensure that all such confidential information is treated as confidential by it, its officers and employees. The foregoing obligation shall cease when the said information enters the public domain, provided that this was not the result of a breach of the foregoing obligation by Adobe. Adobe reserves the right to disclose information provided by Sykes in the event of any legal or administrative authority in any relevant jurisdiction so requesting such information, as well as in the event of any proceedings, either legal or administrative, in order to preserve Adobe's interests PROVIDED THAT Adobe shall use all reasonable efforts to ensure that Sykes is notified before such disclosure (if possible) or immediately thereafter.

10.  SYKES' UNDERTAKINGS

    10.1  Undertakings.  Sykes hereby agrees that during the Contract Term it will:

    (a) take such action in relation to its employees, agents and sub-contractors as Adobe may from time to time reasonably require in order to secure the effective performance by Sykes of its obligations hereunder;

    (b) without prejudice to the obligations contained in Clause 2.9 of this Agreement, ensure that all systems, equipment, machinery and/or software employed by Sykes for provision of the Services shall be of adequate quality for the performance of the Services and shall ensure that they are well maintained and shall ensure that all payments due to third parties in respect thereof whether by way of maintenance or otherwise shall be timeously paid save in the case of any bona fide dispute;

    (c) not, to the best of its knowledge and belief, make any illegal use of any software licensed from any third party in the performance of the Services;

    (d) not use Adobe's trade marks, trade names, service marks or logo(s) (except as expressly permitted hereunder in relation to the Services) without obtaining Adobe's prior written consent;

    (e) not sub-contract its performance of any or all of the Services to any third party or appoint an agent without Adobe's prior written consent and such consent shall only be given inter alia (i) on the basis that Sykes remains entirely liable for the acts and omissions of each such sub-contractor or agent and (ii) provided that each such sub-contractor or agent expressly agrees to assign to Adobe or such party(ies) as Adobe may designate all Intellectual Property that the sub-contractor or agent may create or develop in its provision of the Service(s) on like terms to those contained in Clause 2.8;

    (f)  perform the Services in conformity with all local laws in the territories covered by this Agreement, including but not limited to those in the area of data protection, taxation, privacy, competition and advertising;

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    (g) without prejudice to Clause 10.1(f), in collecting, processing, recording, storing, registering, disclosing, transferring and using data and in maintaining records, comply fully with any applicable privacy protection regulations, data protection regulations and other applicable laws. Without limiting the generality of the foregoing, Sykes shall make all appropriate registrations and shall apply for all appropriate authorizations, approvals, and/or licenses so as to enable an inspection and/or audit as may be appropriate or the transfer of the data to Adobe and any third party(ies) designated by Adobe, and their holding and use by Adobe and any third party(ies) designated by Adobe, for any purposes specified by Adobe, and insofar as permitted under the applicable privacy protection regulations and the applicable data protection regulations. Sykes shall defend, indemnify and hold Adobe and its successors, officers, directors and employees and all third party(ies) designated by Adobe harmless against any and all costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to reasonable legal fees) made against or incurred by the indemnified party in respect of claims by any person whose data are registered, or by any government entity enforcing privacy regulations, data protection regulations or any other applicable laws, or any other party based on any regulations or any other applicable laws, in connection with the data collected, processed, stored, registered, disclosed, maintained or transferred by Sykes or in connection with the use by Adobe or any other party(ies) designated by Adobe of such data provided that Adobe has complied with its obligations under applicable data protection regulations and any other relevant regulations in respect of such data. Sykes' obligation of indemnification shall survive the expiry or termination of this Agreement.

    10.2  Third Parties.  For the purposes of this Clause 10, "third party" shall include, without limitation, any Sykes Associated Company.

11.  LIABILITY

    11.1  Errors or omissions.  Sykes agrees to indemnify and hold harmless Adobe and its successors, officers, directors and employees from all and any costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to Adobe's reasonable legal fees) made against or incurred by the indemnified party as a result of misrepresentation, willful or negligent act, error or omission on the part of Sykes, its employees or sub-contractors arising out of or in any way connected with Sykes' performance of the Services.

    11.2  Data corruption.  Without prejudice to Sykes' obligations hereunder, Sykes shall take all reasonable steps in the performance of the Services to secure that any data (which is made available to and/or processed by Sykes) and the Adobe network do not suffer from any corruption, deterioration or alteration or addition to them (other than as specifically provided for in terms of this Agreement) or the generation of any errors, defects or malfunctions therein caused by:

    (a) the use or failure of use by Sykes of any code, data, media, material, firmware, or software at any time during the Contract Term; or

    (b) any computer instruction, circuitry, "virus", "worm", "Trojan horse" or "logic bomb" (as these words are generally understood as at the Effective Date within the computer industry) or any other technological means whose purpose is to disrupt, damage or interfere with Adobe's use of its computer and/or telecommunications facilities, or any other similar matter or thing resulting from such use or failure as specified in Clause 11.2(a) which comes into existence or is introduced during the Contract Term.

    11.3  Other Liabilities.  Without prejudice to the provisions of Clause 11.1 Sykes hereby agrees to defend, indemnify and hold harmless Adobe and its successors, officers, directors and employees from all and any costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties,

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claims, proceedings and demands of every kind or nature (including but not limited to Adobe's reasonable legal fees) made against or incurred by the indemnified party arising from:

    (a) the misuse by Sykes of any Adobe Database to which it may have access hereunder or of any part thereof; and/or

    (b) any failure by Sykes to carry out any or all of the Services strictly in accordance with its obligations in this Agreement and/or in respect of any negligent act or omission of Sykes in the provision of any or all of the Services.

    11.4  Notification of claims.  If any action or claim shall be brought against Adobe in respect of which indemnity may be sought from Sykes under this Agreement, Adobe shall promptly notify Sykes in writing, specifying the nature of the action and the total monetary amount sought or other such relief as is sought therein. Adobe shall co-operate with Sykes at Sykes' expense in all reasonable respects in connection with the defense of any such action. Sykes undertakes to conduct all proceedings or negotiations in connection therewith, assume the defense thereof, and shall also undertake all other required steps or proceedings to settle or defend any such action, including the employment of counsel which shall be satisfactory to Adobe (acting reasonably), and payment of all expenses. Adobe shall have the right to employ separate counsel and participate in the defense thereof. As part of the indemnity contained in this Agreement, Sykes shall reimburse Adobe upon demand for any payments made or loss suffered by it, based upon the judgement of any court of competent jurisdiction or pursuant to a bona fide compromise or settlement of claims, demands or actions, in respect of any damages to which the foregoing relates.

    11.5  No indemnity.  Nothing in this Agreement shall render Adobe liable to indemnify Sykes or any third party in respect of any liability of any kind incurred by Sykes to any third party.

    11.6  Survival of terms.  The indemnities given by Sykes pursuant to this Clause 11 shall survive the termination or expiry of this Agreement however caused.

    11.7  Maximum liability.  Subject to the provisions of Clause 11.8, the maximum aggregate liability of Sykes under this Agreement or otherwise (whether or not caused by the negligence of Sykes, its employees or sub-contractors) arising out of or connected with the provision or purported provision of or failure in the provision of the Services to Adobe including the indemnities given hereunder, but specifically excluding any breach or breaches by Sykes of any obligation to collect, remit or pay to Adobe any sums owed to Adobe by Sykes or any third party in connection with the Services (in which case Sykes' liability shall be unlimited), shall in no circumstances be greater than [].

    11.8  No exclusion for death/personal injury.  Neither party excludes or limits its liability for death or personal injury to the extent only that the same arises as a direct result of the negligence of that party or its employees.

    11.9  Exclusion for Adobe default.  Sykes expressly excludes and/or limits its liability hereunder to the extent that such liability arises by reason of any default (whether willful or negligent) by Adobe in the performance of its obligations hereunder.

12.  ADOBE'S SUPPORT

    12.1  Technical information.  Provided all necessary security is in place prior to any access, Adobe agrees to make available to Sykes all information, technical knowledge, product sales information, documentation and support which may be reasonably required by Sykes to provide the Services but that on the understanding that Sykes shall be deemed to have the expertise and ability of a reasonably skilled provider of services similar to the Services. Adobe shall ensure that Sykes has access to all necessary networks and Adobe Databases for the purpose of providing the Services hereunder. For the avoidance of

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doubt, any and all information provided by Adobe to Sykes hereunder shall be deemed to be Confidential Information of Adobe.

    12.2  Data protection registrations.  Sykes, as the data processor, hereby warrants that it has, and undertakes to maintain, all data protection registrations necessary to enable it to access and use the Sales and Registration Database in order to perform its obligations under this Agreement. Where required by applicable law, Adobe shall take, so far as it reasonably can take, all steps to secure that Sykes is included in Adobe's own registration(s) with the relevant data protection authorities.

    12.3  Licence of Products.  Without prejudice to the other provisions hereof, Adobe undertakes and agrees to grant or procure for Sykes a non-exclusive, non-transferable, royalty-free limited licence to use such number of copies of each Adobe Product as Adobe may deem necessary for Sykes to perform each of the Services; provided that, Sykes shall not use any such Adobe Product for any purpose other than the performance of the relevant Service for which the relevant licence is granted, and further provided that (without prejudice to Clause 13) Sykes shall at all times comply with the terms and conditions of Adobe's or Adobe Systems Incorporated's End User licence agreement for such Adobe Products.

13.  PERMITTED USES AND INTELLECTUAL PROPERTY RIGHTS

    13.1  Restriction.  Sykes agrees not to translate any Adobe Product into another computer language, in whole or in part. Sykes shall not make copies or make media translations of any Adobe Product including without limitation any user documentation supplied herewith in whole or in part without Adobe's prior written approval. Sykes agrees that if, for any reason, it comes into possession of any source code or portion thereof for any Adobe Product not generally provided by Adobe or its licensors as a part of an Adobe Product it shall not use or disclose such source code and it shall immediately deliver all copies of such source code to Adobe.

    13.2  Safeguarding products.  Sykes agrees to take all reasonable action to safeguard the Products while in its possession against all probable or foreseeable risks or wrongful obtaining by others and shall take such security measures as are reasonably necessary for those purposes.

    13.3  Adobe's Intellectual Property.

    (a) Sykes acknowledges that the structure, organization and code of the Adobe Products are proprietary to Adobe, its licensors and suppliers, and that the Products are the Intellectual Property of Adobe, its licensors and suppliers. Adobe, its licensors and suppliers retain exclusive ownership of the Intellectual Property rights vested in the Products and any and all trade marks licensed to Sykes in accordance with Clause 2.7 (the "Trade Marks") and Sykes shall take all reasonable measures to protect the Intellectual Property rights of Adobe, its licensors and suppliers in the Products and the Trade Marks including but not limited to providing such assistance and taking such measures as are reasonably requested by Adobe from time to time.

    (b) Except as provided herein, Sykes is not granted any rights to any Intellectual Property or any other rights, franchises or licenses with respect to the Trade Marks. Without prejudice to the foregoing, Sykes acknowledges and agrees that any and all Intellectual Property rights in and to any Adobe Database to which Sykes may have access hereunder are and shall remain the Intellectual Property of Adobe, its licensors and suppliers. Sykes hereby assigns any and all present and future Intellectual Property rights, if any, in Sykes' updates of the Adobe Databases and any authoring, localization or translation by Sykes of any items(s) contained in or entered into any Adobe Database to which Sykes has access under this Agreement or any data contained therein, to Adobe. Sykes shall procure waivers of all moral or similar rights which may from time to time subsist in relation to such updates and other works. At any time upon first request, Sykes shall take all steps, sign all documents and otherwise fully co-operate with Adobe to secure a binding transfer and waiver of all such rights to Adobe all on like terms to those contained in Clause 2.8.

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    (c) For the avoidance of doubt, all rights of any nature in the Sales and Registration Database (other than Sykes' or any third party's rights in the underlying software and file and database structures) shall belong to Adobe. Such rights include, but are not limited to database rights and the right to regard such database and all data contained therein as confidential information. Should Adobe wish at any time to relocate, duplicate or transfer the Sales and Registration Database to a location within Adobe's own network, Sykes undertakes fully and effectively to co-operate with any such relocation, duplication and/or transfer as required by Adobe on such terms as the parties shall agree.

    13.4  Intellectual Property Infringement.

    (a) Subject to the limitations set forth in this Clauses 13.4 and Clause 13.5, Adobe shall defend and indemnify Sykes with respect to all claims, suits or proceedings with respect to any claim that any Adobe Product delivered to Sykes by Adobe in order to allow Sykes to fulfill its obligations hereunder infringes any patent, trade mark or copyright of any Member State of the European Union provided, however, that (i) Sykes promptly notifies Adobe in writing of such claim, suit or proceeding (ii) Sykes gives Adobe the right to control and direct the investigation, preparation, defense and settlement of any such claim, suit or proceeding (iii) Sykes makes no admission of liability and (iv) Sykes gives assistance and full co-operation for the defense of same as requested at Adobe's expense and further provided that Adobe's liability with respect to portions of the Adobe Products provided by or licensed from third parties will be limited to the extent that Adobe is indemnified by such third parties. Adobe shall pay any resulting damages, costs and expenses finally awarded or as a result of a settlement made by Adobe to a third party but Adobe is not and shall not be liable for such amounts or for settlements incurred by Sykes without Adobe's written authorization. If such claim, suit or proceeding has occurred or in Adobe's opinion is likely to occur, Adobe may at its election and expense either obtain for Sykes the right to continue performing the Services with regard to such allegedly infringing Adobe Product, replace or modify the Adobe Product so it is not infringing or remove such Adobe Product from this Agreement;

    (b) The provisions of the indemnity set out in Clause 13.4(a) shall not apply with respect to any instances of alleged infringement based upon or arising out of the use of Adobe Products other than as strictly permitted under this Agreement or in any manner for which the Adobe Products were not designed, or for use of the Adobe Products for other than the uses designated by Adobe, for use of any Adobe Product which has been modified by Sykes or any third party (except to the extent such modifications are authorized and approved in writing by Adobe or expressly permitted hereunder) or for use of any Adobe Products in connection with or in combination with any equipment, devices or software which have not been supplied by Adobe (if such infringement or claim could have been avoided by use of the Adobe Products with other equipment, devices or software). Notwithstanding any other provisions hereof, the indemnity set out in Clause 13.4(a) shall not apply with respect to any infringement based on Sykes' activities occurring subsequent to its receipt of notice of any claimed infringement unless Adobe shall have given Sykes written permission to continue to use the relevant Adobe Product;

    (c) THE FOREGOING CLAUSES 13.4(a) AND (b) STATE THE SOLE AND EXCLUSIVE REMEDY OF SYKES AND THE ENTIRE LIABILITY AND OBLIGATION OF ADOBE, ITS LICENSORS AND SUPPLIERS WITH RESPECT TO INFRINGEMENT OR CLAIMS OF INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHT BY THE PRODUCTS OR ANY PART THEREOF.

    13.5  Maximum liability of Adobe.  The maximum aggregate liability by Adobe to Sykes under this Agreement including but not limited to the indemnity contained in Clause 13.4(a), but specifically excluding any breach or breaches by Adobe of any obligation to pay Sykes the fees for the Services (where

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such fees are not in dispute), shall be []. Nothing contained herein shall prejudice Adobe's right to withhold payment or make deductions or exercise its right of set-off as specified under this Agreement.

14.  TERM AND TERMINATION

    14.1  Term.  Notwithstanding the date or dates of execution hereof, this Agreement shall be deemed to be effective as of the Effective Date and subject to the provisions of Clause 17.2 shall continue for the Contract Term whereupon it shall automatically expire. There shall be no automatic renewals of this Agreement. This Agreement may only be renewed by the written agreement of both parties.

    14.2  Termination.  Each party shall have the right at all times by giving notice in writing to the other to terminate this Agreement forthwith on the occurrence of any of the following events:

    (a) (i)  if the other party commits a material or persistent breach of any of the terms of this Agreement and fails to remedy the same within 14 days of written notice from the first party requesting remedy of such material or persistent breach and so that for this purpose a breach by any employee, agent or sub-contractor of either party of any of the terms of this Agreement shall be deemed to be a breach by that party;

    (ii) for the avoidance of doubt, if one party commits a material or persistent breach which is not remedied pursuant to Clause 14.2(a)(i) then the other party shall be entitled to rescind this Agreement and/or seek damages from the party in breach;

    (iii) for the purposes of this Clause 14.2, "persistent breach" shall mean breaches which in their cumulative effect materially affect the performance of the relevant party's obligations;

    (iv) for the further avoidance of doubt, it is acknowledged and agreed that a material or persistent breach in the provision of any one (or more) of the Services shall entitle the party not in breach to terminate this Agreement.

    (b) if either party shall be guilty of conduct tending to bring the other party and/or any associated company of the other (being a member of the Adobe Group or a Sykes Associated Company respectively) into disrepute;

    14.3  Material breach by Sykes.  It is hereby acknowledged and agreed that the following shall amount to a material breach of a term of this Agreement by Sykes, such that Adobe would be entitled to terminate this Agreement pursuant to Clause 14.2(a):

    (a) where Adobe requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is linked to a Product which is specified by Adobe (acting reasonably) as being important and Sykes fails to meet that end implementation date; or

    (b) where Adobe requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is linked to any campaign specified by Adobe (acting reasonably) as being important and Sykes fails to meet that end implementation date; or

    (c) where Sykes is in breach of any obligation of confidentiality imposed on it pursuant to this Agreement or is in breach of any security which is put in place at the request of Adobe which in Adobe's view (acting reasonably) has a significant adverse effect on Adobe's business including but not limited to the disclosure of any product plans of Adobe where such disclosure falls within the confidentiality obligations contained in Clause 9; or

    (d) where Sykes has knowingly or negligently injured Adobe's name or damaged Adobe's goodwill; or

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    (e) where Sykes has used or misused Adobe's name or any or its trade names, trade marks, service marks or logos other than as expressly provided in this Agreement; or

    (f)  where Sykes has knowingly or negligently used unlicensed third party software or has allowed any Product to be used other than as specified under this Agreement so far as is within its control; or

    (g) where Sykes has failed to meet any or all of the Performance Standards; or

    (h) where Sykes has, in Adobe's reasonable opinion, consistently failed to meet the standards, goals and targets identified in the Performance Standards and/or the Performance Metrics;

    and, for the avoidance of doubt, time will be of the essence in meeting the various dates specified in paragraphs (a) and (b) of this Clause 14.3. For the avoidance of doubt (i) meeting the Performance Standards by Sykes shall not be conclusive of Sykes being in compliance with its obligations under this Agreement (other than its obligations to meet the relevant Performance Standards) and (ii) the making of any and all deductions which may be applied by Sykes in terms of this Agreement shall be without prejudice to any and all other rights which Adobe may have in respect of any breach including but not limited to the right to terminate this Agreement.

    14.4  Change of Control.  Adobe shall be entitled to terminate this Agreement (i) if there is any change of control in Sykes or any Sykes Associated Company which results in Sykes being controlled by another commercial competitor of either party or (ii) in the event of a sale by Sykes of 75% or more of its business which is involved in providing the Services.

    14.5  Termination for Convenience.  Notwithstanding the provisions of Clauses 2.1 and 14.1 of this Agreement, either party may terminate this Agreement at any time without cause and without judicial intervention and without prejudice to the rights and obligations of the parties which have accrued as at the date of termination upon ninety (90) days' prior written notice to the other party by registered mail with notice of receipt.

    14.6  Consequences of Termination.

    (a) On termination or expiry of this Agreement for any reason Sykes will liaise with Adobe making available for such purposes such Sykes liaison staff as Adobe may reasonably require and acting in good faith to ensure mutually satisfactory handover of the performance of the Services to Adobe or to a replacement contractor(s). The period of liaison will commence as soon as notices have been given of termination of this Agreement (or the Agreement expires, as the case may be) and will continue for a maximum period of three months after termination or expiry unless otherwise agreed.

    (b) Sykes agrees that at the time of termination or expiry of this Agreement it will render all assistance (including that specified in paragraph (a) above), provide all documentation and undertake all actions to the extent necessary to effect an orderly assumption of the Services by Adobe or by replacement contractor(s), subject to agreeing with Adobe a fee for its reasonable costs and expenses in so doing without prejudice to any rights of Adobe to claim damages in the event of termination arising from any breach of this Agreement by Sykes. Without prejudice to the foregoing, Sykes shall do all things required to transfer the Sales and Registration Database and all data contained therein to Adobe or its replacement contractors, as above.

    (c) Each party undertakes to return to the other party upon termination or expiry of this Agreement any equipment, software, documentation, information or other materials belonging to the other party. Without prejudice to the foregoing generality, Sykes shall deliver immediately to Adobe all Confidential Information and/or Confidential Materials in its possession including but not limited to any and all copies of Adobe Databases and all registration cards.

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    (d) For the avoidance of doubt, until this Agreement expires or is terminated (including during any notice period), Sykes shall continue to provide the Services in accordance with the terms of this Agreement including, without limitation, Clause 2.3 and the Performance Standards.

    14.7  Survival of Terms.  Termination or expiry of this Agreement shall not affect the obligations of the parties in terms of Clauses 2.8, 5.2, 5.5, 5.9, 7, 9, 10.1(g), 11, 13, 14.6, 14.10 and 15 of this Agreement which shall continue notwithstanding termination or expiry.

    14.8  Accrued Rights.  Termination or expiry of this Agreement shall not affect the rights of either party accrued against the other up to the date of termination.

    14.9  Other rights.  Each party's right of termination as herein provided shall be without prejudice to any other rights and remedies it may have under this Agreement.

    14.10  No compensation.  Each party understands that the rights of termination or expiry hereunder are absolute. Without prejudice to any right to claim damages for breach of contract, neither party shall incur any liability whatsoever for any other damage, loss or expenses of any kind (with the exception of damage, loss or expense which is the result of willful misconduct or gross negligence of such party's senior managerial personnel) suffered or incurred by the other arising from or incidental to any termination of this Agreement by such party or any expiry hereof which complies with the terms of the Agreement whether or not such party is aware of any such damage, loss or expenses in such circumstances. In particular, without in any way limiting the foregoing, neither party shall be entitled to any damages on account of prospective profits or anticipated sales. Where applicable, Sykes hereby irrevocably agrees to waive the benefit of any law or regulation providing compensation to Sykes arising from the termination or expiry or failure to renew this Agreement. Sykes also agrees to indemnify and hold harmless Adobe from any and all claims for compensation asserted by Sykes' employees and sub-contractors.

15.  RESTRICTIONS

    15.1  Fair and reasonable.  Sykes acknowledges that in the course of this Agreement it is likely to obtain knowledge of Adobe's trade secrets and other Confidential Information and will have dealings with certain of the customers and suppliers of Adobe and that it is fair and reasonable for Adobe to seek to protect its interests by the provisions of this Clause.

    15.2  Non-solicitation.  Both parties hereby agree that (without prejudice to any other duty implied by law) they will not (whether alone or jointly with or as principal, manager, employee, partner, agent or consultant of or for any other person, firm or company):

    (a) at any time during the Contract Term and/or any transitional period described in Clause 14.6(a), without the prior consent of the other party, endeavor to entice away from the other party or knowingly employ or offer employment to any person who is then, or has been during the Contract Term, a director, employee, consultant or agent of the other party; or

    (b) for a period of one (1) year after the termination or expiry of this Agreement, without the prior consent of the other party, endeavor to entice away from the other party or knowingly employ or offer employment to any person who is then a director, employee, consultant or agent of the other party; or

    (c) at any time do or say anything likely to be calculated to lead any person, firm or company to breach any contract with the other party or withdraw from the other party any rights of import, supply, distribution or agency now enjoyed by it.

16.  GENERAL

    16.1  Entire agreement.  This Agreement (together with the Statement of Work) constitutes the entire agreement and understanding between the parties hereto relating to the subject matter hereof and

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this Agreement cancels, terminates and supersedes any prior agreement or understanding relating to the subject matter hereof including but not limited to the statements of work agreed by the parties prior to the Effective Date. The relationship between the parties is as herein described and no partnership, joint venture or agency relationship save as provided herein shall be deemed to subsist between the parties and neither shall have the power to bind the other or to pledge the credit of the other. Sykes shall not say or do anything that might lead any third party to believe that Sykes is acting as the agent of Adobe (except insofar as is required in the proper performance of the Services hereunder).

    16.2  No variation.  None of the provisions of this Agreement may be varied, waived, extended or modified except expressly in writing and signed by each of the parties hereto.

    16.3  No waiver.  Any omission by either party to exercise any right or remedy available to that party under the terms of this Agreement shall not be taken to signify acceptance of the event giving rise to the right to exercise such right or remedy and shall be without prejudice to the rights of either party which may arise in the future.

    16.4  Severability.  Any provisions of this Agreement which in any way contravene the law of any state or region in which this Agreement is effective shall in such state or region to the extent of such contravention of laws be deemed severable and shall not invalidate any other provision or provisions of this agreement. Without prejudice to the foregoing, where practicable, the parties hereto shall negotiate with a view to replacing any such severed provisions with enforceable provisions to the satisfaction of both parties.

    16.5  Set-off.  Adobe will be entitled to set off all sums due to Sykes pursuant to this Agreement against all sums due by Sykes to Adobe.

    16.6  Export Control.  Sykes shall, in carrying out this Agreement, comply with all statutes, ordinances, codes, instruments, regulations, resolutions, rules, requirements and directives and all decisions, judgements, writs, interdicts, injunctions, orders, decrees or demands of courts, administrative bodies and other authorities having jurisdiction over the subject matter of this Agreement. Sykes shall comply strictly with all U.S. export control laws and regulations, including the U.S. Bureau of Export Administration regulations.

17.  FORCE MAJEURE.

    17.1  Definition.  For the purpose of this Agreement "Force Majeure" shall be deemed to be any cause affecting the performance of this Agreement arising from or attributable to acts, events, omissions or accidents beyond the reasonable control of the party failing to perform and without limiting the generality thereof shall include the following:

    (a) strikes, lock-outs or other industrial action (other than insofar as these involve the party claiming Force Majeure);

    (b) civil commotion, riot, invasion, war threat or preparation for war;

    (c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural physical disaster;

    (d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

    (e) political interference with the normal operations of any party.

    17.2  Suspension.  If either party to this Agreement is prevented or delayed in the performance of any of its obligations under this Agreement by Force Majeure, and if such party gives written notice thereof to the other party specifying the matters constituting Force Majeure, together with such evidence as it reasonably can give and specifying the period for which it is estimated that such prevention or delay will

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continue then the party in question shall be excused the performance or the punctual performance as the case may be as from the date of such notice for as long as such cause of prevention or delay shall continue up to a period of [] from the date of service of the said written notice and upon expiry of the said period of [] either party may by written notice to the other summarily terminate this Agreement without prejudice to the then accrued rights of each party hereunder;

    17.3  Non-payment not force majeure.  For the avoidance of doubt any failure by Sykes to supply the Services due to any non-payment by Sykes to any of its vendors shall not constitute a "Force Majeure" under this Clause. In such circumstances Sykes shall be required to make arrangements such that it is able to provide the Services.

18.  ASSIGNMENT

    Sykes shall not be entitled to assign, sub-contract or sub-license any or all of its rights or obligations hereunder without the prior written consent of Adobe; such consent shall not be unreasonably withheld provided such assignment is to a Sykes Associated Company and it shall be conditioned, inter alia, on Adobe's reasonable belief that the performance of the Services as originally undertaken by Sykes shall not be adversely affected by the proposed assignment, sub-contract or sub-licence. Adobe's rights and obligations under this Agreement. in whole or in part, may be assigned by Adobe.

19.  NOTICES

    Save as otherwise expressly provided, all notices and notifications permitted or required under this Agreement shall be in writing and shall be delivered in person or by reputable international courier service to the respective addresses set out on the first page hereof and shall be deemed duly served: (a) in the case of a notice delivered personally, at the time of delivery; and (b) in the case of a notice delivered by courier, on the date of delivery shown in the business records of the courier.

20.  CHOICE OF LAW AND SUBMISSION TO JURISDICTION

    Any dispute arising under this Agreement shall be subject to the laws of the State of California and the United States, without regard to its principles of conflicts of laws. The state and federal courts located in Santa Clara County, California, shall have sole and exclusive jurisdiction over any dispute arising hereunder and the Parties hereby submit to the jurisdiction thereof.

21.  INJUNCTION

    It is understood and agreed that notwithstanding any other provisions of this Agreement, a breach by Sykes of Clauses 2.7, 2.8, 9.1 to 9.4 and 13.1 to 13.3 of this Agreement will cause Adobe irreparable damage for which recovery of money, damages and/or specific implement or any other remedy would be inadequate, and that Adobe shall therefore be entitled to obtain an injunction to protect Adobe's rights under this Agreement in addition to any and all remedies available at law in any jurisdiction.

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    IN WITNESS WHEREOF these presents consisting of this and the preceding forty (40) pages together with the Schedule annexed hereto are executed in duplicate as follows:

ADOBE SYSTEMS INCORPORATED SYKES NORTH AMERICA

/s/ MURRAY DEMO
Authorized Signature

/s/ GERRY L. ROGERS
Authorized Signature

Murray Demo
Printed Name

Gerry L. Rogers
Printed Name

VP & Interim CFO
Title

Sr. Vice-Pres. & CTO
Title

3-13-00
Date

2-14-2000
Date

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SCHEDULE
PART 1
DIRECT SALES SCHEDULE—ORDER MANAGEMENT

SERVICES

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide Order Management for Direct Sales Services which shall comprise the following services and those detailed in the Statement of Work and this Agreement:

    (a) taking and dealing with Incoming Requests for the supply of Direct Sales Products and processing orders for Direct Sales Products and providing Type On Call Services as detailed in the Statement of Work and this Agreement and managing all aspects of communication channels to ensure that Incoming Requests are properly received;

    (b) ensuring that the Direct Sales Order Management Team is at all times fully resourced and trained to meet forecast requirements;

    (c) providing agreed information and data that will allow Adobe to have a clear understanding of how the Adobe Direct business is performing and what trends are apparent;

    (d) providing such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for End Users; and

    (e) use and introduction of quantitative analysis to measure performance of critical areas of the Direct Sales Services business including but not limited to the Performance Metrics and highlighting processes or controls that require to be improved and/or introduced to ensure the management and delivery of the Order Management requirement is carried out as effectively and efficiently as possible.

Availability

    Sykes shall ensure that CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. in the relevant Direct Sales Country and that calls will be answered in the relevant Direct Sales Language and that the Fulfillment Facilities are sufficiently maintained to meet the requirements for fulfillment set out in the Statement of Work and this Agreement.

Adobe Responsibilities

    Adobe shall subject to appropriate security arrangements being in place, provide Sykes with the following services to support Sykes in the provision of Direct Sales Services:

    (a) engage in direct marketing campaigns to promote Direct Sales Products to End Users;

    (b) provide forecasting data to Sykes (which for the avoidance of doubt shall be deemed to be Confidential Information for the purposes of Clause 9) in accordance with the forecasting requirements set out in the Statement of Work and this Agreement;

    (c) provide relevant information such as pricing models, campaign codes and campaign training for each campaign set-up;

    (d) ensure that information on all policies and products is available through Lifeline;

    (e) train the Sykes person(s) responsible for Direct Sales Training where appropriate (as identified in the Statement of Work) on new Adobe Products and making all reasonable endeavors to conduct such training at least 2 weeks prior to product announcement; and

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    (f)  endeavor to ensure that forecast demand for Direct Sales Products can readily be met from then current finished goods stock.

Performance Standards

    Sykes shall meet the Performance Standards for the provision of Order Management for Direct Sales Services as detailed in the Statement of Work and this Agreement. Sykes shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

Reporting

    Sykes shall provide Adobe with reports on the provision of Order Management for Direct Sales Services as detailed in the Statement of Work and this Agreement. This reporting will be delivered to the schedule as outlined in the Statement of Work.

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SCHEDULE
PART 2
DIRECT SALES SCHEDULE—ORDER FULFILLMENT

Services

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide Order Fulfillment for Direct Sales Services which shall comprise the following services and those detailed in the Statement of Work:-

    (a) single/multi-pack fulfillment of Direct Sales Products orders from the Fulfillment Facility as outlined in the Statement of Work;

    (b) distribution and tracking of Direct Sales Products orders as per the Statement of Work;

    (c) warehousing and inventory management of all Direct Sales Products stock held within the Fulfillment Facility as detailed in the Statement of Work;

    (d) administering, recording and reporting of all Direct Sales Services activity relative to Order Fulfillment as outlined in the Statement of Work;

    (e) ensuring that the Direct Sales Team is at all times fully resourced and trained to meet forecast requirements;

    (f)  providing agreed information and data that will allow Adobe to have a clear understanding of how the Order Fulfillment business is performing and what trends are apparent;

    (g) providing such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for End Users; and

    (h) use and introduction of quantitative analysis to measure performance of critical areas of the Order Fulfillment service including but not limited to the Performance Metrics and highlighting processes or controls that require to be improved and/or introduced to ensure the management and delivery of the Order Fulfillment service is carried out as effectively and efficiently as possible.

Availability

    Sykes shall ensure that Order Fulfillment staff are available to accept and process Direct Sales Products orders on all agreed Working Days set out in the Statement of Work and this Agreement.

Adobe Responsibilities

    Adobe shall subject to appropriate security arrangements being in place, provide Sykes with the following services to support Sykes in the provision of Direct Sales Services:

    (a) provide order fulfillment forecasting data to Sykes (which for the avoidance of doubt shall be construed as Confidential Information for the purposes of Clause 9) in accordance with the forecasting requirements set out in the Statement of Work;

    (b) ensure that information on all Adobe fulfillment policies is available to relevant Sykes staff;

    (c) endeavor to ensure that forecast demand for Direct Sales Products can readily be met from then current finished goods stock.

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Performance Standards

    Sykes shall meet the Performance Standards for the provision of Order Fulfillment for Direct Sales Services as detailed in the Statement of Work. Sykes shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

Reporting

    Sykes shall provide Adobe with reports on the provision of Order Fulfillment for Direct Sales Services as detailed in the Statement of Work. This reporting will be delivered to the schedule as outlined in the Statement of Work.

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SCHEDULE
PART 3
ASN SERVICES

    **[*]

Availability

    Sykes shall ensure that ASN CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. Pacific working time and that calls will be answered in English.

Performance Standards**

    Sykes shall meet the Performance Standards for the provision of ASN Services as detailed in the Statement of Work. Sykes shall report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

*    CONFIDENTIAL TREATMENT REQUESTED

1

SCHEDULE
PART 4
CHARGES SCHEDULE
[]
SCHEDULE
PART 5
INFRASTRUCTURE TO BE PROVIDED BY SYKES

    []

*    CONFIDENTIAL TREATMENT REQUESTED

1

Part 6
Nondisclosure Agreement (NDA)
EMPLOYEE INVENTIONS AND
PROPRIETARY RIGHTS ASSIGNMENT AGREEMENT

    This Agreement is intended to formalize in writing certain understandings and procedures which have been in effect since the time I was initially employed by Adobe Systems Incorporated (the "Company"). In return for my new or continued employment by the Company, I acknowledge and agree that:

    1.  NO CONFLICT.  I will perform for the Company such duties as may be designated by the Company from time to time. During my period of employment by the Company, I will devote my best efforts to the interests of the Company and will not engage in other employment or in any activities determined by the Company to be detrimental to the best interests of the Company without the prior written consent of the Company.

    2.  PERIOD OF EMPLOYMENT.  As used herein, the period of my employment includes any time in which I may be retained by the Company as a consultant.

    3.  PRIOR WORK.  All previous work done by me for the Company relating in any way to the conception, design, development or support of products for the Company is the property of the Company.

    4.  PROPRIETARY INFORMATION.  My employment creates a relationship of confidence and trust between the Company and me with respect to any information:

    (a) Applicable to the business of the Company; or

    (b) Applicable to the business of any client or customer of the Company, which may be made known to me by the Company or by any client or customer of the Company, or learned by me in such context during the period of my employment.

    All of such information has commercial value in the business in which Company is engaged and is hereinafter called "Proprietary Information." By way of illustration, but not limitation, Proprietary Information includes trade secrets, processes, structures, software, formulae, data and know-how, improvements, inventions, techniques, marketing plans, strategies, forecasts, and customer lists.

    5.  NONDISCLOSURE OF PROPRIETARY INFORMATION.  All Proprietary Information is the sole property of the Company, its assigns, and its customers and the Company, its assigns and its customers shall be the sole owner of all patents and other rights in connection therewith. I hereby assign to the Company any rights I may have or acquire in such Proprietary Information. At all times, both during my employment by the Company and after its termination, I will keep in confidence and trust all Proprietary Information, and I will not use or disclose any Proprietary Information, or anything directly relating to it without the written consent of the Company, except as may be necessary in the ordinary course of performing my duties as an employee of the Company. Notwithstanding the foregoing, it is understood that, at all such times, I am free to use information which is generally known in the trade or industry not as a result of a breach of this Agreement and my own skill, knowledge, know-how and experience to whatever extent and in whatever way I wish.

    6.  RETURN OF MATERIALS.  Upon termination of my employment or at the request of the Company before termination, I will deliver to the Company all written and tangible material in my possession incorporating the Proprietary Information or otherwise relating to the Company's business.

    7.  PROPRIETARY RIGHTS.  As used in this Agreement, the term "Proprietary Rights" means any new or useful art, discovery, improvement or invention whether or not patentable, and all know-how, designs, mask works, trademarks, formulae, processes, manufacturing techniques, trade secrets, ideas, artwork, typefaces, software, written materials or other copyrightable or patentable works, including all rights to obtain, register, perfect and enforce these Proprietary Rights.

1

    8.  OWNERSHIP OF PROPRIETARY RIGHTS.  I hereby agree promptly to disclose and describe to the Company, and I hereby assign and agree to assign to the Company or its designee, my entire right, title, and interest in and to all Proprietary Rights which I may solely or jointly conceive, develop or reduce to practice or otherwise create during the period of my employment with the Company (a) which relate at the time of creation, conception or reduction to practice to the Company's business or actual or demonstrably anticipated research or development, or (b) which were developed on any amount of the Company's time or with the use of any of the Company's equipment, supplies, facilities or trade secret information, or (c) which resulted from any work I performed for the Company. I have identified on EXHIBIT A("Listing of Proprietary Rights") attached hereto all Proprietary Rights relating in any way to the Company's business or demonstrably anticipated research and development which were made by me prior to my employment with the Company, and I represent that such list is complete. I represent that I have no rights in any such Proprietary Rights other than those Proprietary Rights specified in EXHIBIT A("Listing of Proprietary Rights"). If there is no such list on EXHIBIT A("Listing of Proprietary Rights"), I represent that I have made no such Proprietary Rights at the time of signing this Agreement.

    9.  COOPERATION IN PERFECTING PROPRIETARY RIGHTS.

    9.1 I agree to perform, during and after my employment, all acts deemed necessary or desirable by the Company to permit and assist it, at its expense, in obtaining and enforcing the full benefits, enjoyment, rights and title throughout the world in the Proprietary Rights hereby assigned to the Company. Such acts my include, but are not limited to, execution of documents and assistance or cooperation in the registration and enforcement of applicable patents, mask works and copyrights or other legal proceedings.

    9.2 In the event that the Company is unable for any reason to secure my signature to any document required to apply for or execute any patent, copyright, mask work or other applications with respect to any Proprietary Rights (including improvements, renewals, extensions, continuations, divisions or continuations in part thereof), I hereby irrevocably designate and appoint the Company and its duly authorized officers and agents as my agents and attorneys-in-fact to act for and in my behalf and instead of me, to execute and file any such application and to do all other lawfully permitted acts to further the prosecution and issuance of patents, copyrights, mask works or other rights thereon with the same legal force and effect as if executed by me.

    10.  NO VIOLATION OF RIGHTS OF THIRD PARTIES.  My performance of all the terms of this Agreement and as an employee of the Company does not and will not breach any agreement to keep in confidence proprietary information, knowledge or data acquired by me prior to my employment with the Company, and I will not disclose to the Company, or induce the Company to use, any confidential or proprietary information or material belonging to any previous employer or others. I am not a party to any other agreement which will interfere with my full compliance with this Agreement. I agree not to enter into any agreement, whether written or oral, in conflict with the provisions of this Agreement.

    11.  SURVIVAL.  This Agreement (a) shall survive my employment by the Company, (b) does not in any way restrict my right or the right of the Company to terminate my employment at any time, for any reason or for no reason, (c) inures to the benefit of successors and assigns of the Company, and (d) is binding upon my heirs and legal representatives.

2

    12.  NONASSIGNABLE INVENTIONS.  This Agreement does not apply to an invention which qualifies fully as a nonassignable invention under the provisions of Section 2870 of the California Labor Code. However, I agree to disclose promptly in writing to the Company all inventions made or conceived by me during the term of my employment whether or not I believe such inventions are subject to this Agreement, to permit a determination by the Company as to whether or not the inventions should be the property of the Company. Any such information will be received in confidence by the Company.

    13.  NO SOLICITATION.  During the term of my employment with the Company and for a period of two (2) years thereafter, I will not solicit, encourage, or cause others to solicit or encourage any employees of the Company to terminate their employment with the Company.

    14.  INJUNCTIVE RELIEF.  A breach of any of the promises or agreements contained herein will result in irreparable and continuing damage to the Company for which there will be no adequate remedy at law, and the Company shall be entitled to injunctive relief and/or a decree for specific performance, and such other relief as may be proper (including monetary damages if appropriate).

    15.  MISCELLANEOUS.

    15.1  The waiver by Company of a breach of any provision of this Agreement by me shall not operate or be construed as a waiver of any other or subsequent breach by me.

    15.2  If any provision of this Agreement is held to be invalid, void or unenforceable, the remaining provisions shall nevertheless continue in full force and effect without being impaired or invalidated in any way.

    15.3  This Agreement shall be construed in accordance with, and governed by, the laws of the State of California, without reference to such state's statutes or case law regarding conflicts of laws.

    15.4  This Agreement represents my entire understanding with the Company with respect to the subject matter of this Agreement and supersedes all previous understandings, written or oral. This Agreement may be amended or modified only with the written consent of both me and the Company. No oral waiver, amendment or modification shall be effective under any circumstances whatsoever.

    15.5  I certify and acknowledge that I have carefully read all of the provisions of this Agreement and that I understand and will fully and faithfully comply with such provisions.

ADOBE SYSTEMS INCORPORATED EMPLOYEE

By:

By:

Print
Name:

Print
Name:

Title:

Dated:

3

EXHIBIT A (For Part 6)
LISTING OF PROPRIETARY RIGHTS

Adobe Systems Incorporated
1585 Charleston Road
P.O. Box 7900
Mountain View, CA 94039-7900

Gentlemen:

    1.  The following is a complete list of all Proprietary Rights relevant to the subject matter of my employment by Adobe Systems Incorporated (the "Company") which have been made or conceived or first reduced to practice by me alone or jointly with others prior to my engagement by the Company:

No inventions or improvements

See below

Additional sheets attached

    2.  I propose to bring to my employment the following materials and documents of a former employer which are not generally available to the public, which materials and documents may be used in my employment:

No materials

See below

Additional sheets attached

    The signature below confirms that my continued possession and use of these materials is authorized.

Very truly yours,

4

Exhibit
General Service Agreement
Adobe Order Management
Site Location-Klamath Falls, Oregon

The General Service agreement will be incorporated into the Adobe/Sykes Master
Service Agreement. This agreement is to be used as the Statement of Work when appendix 4, Order Management Fee is removed.

The Statement of Work will be reviewed on a quarterly basis and revisions will be made as needed. Any revision involving a price change will be added to the Master Service agreement as an appendix.

**[*] [Exhibit]**

* CONFIDENTIAL TREATMENT REQUESTED

5

QuickLinks
ADOBE SYSTEMS—SYKES NORTH AMERICA AGREEMENT
SCHEDULE PART 1 DIRECT SALES SCHEDULE—ORDER MANAGEMENT
SCHEDULE PART 2 DIRECT SALES SCHEDULE—ORDER FULFILLMENT
SCHEDULE PART 3 ASN SERVICES
SCHEDULE PART 4 CHARGES SCHEDULE [] SCHEDULE PART 5 INFRASTRUCTURE TO BE PROVIDED BY SYKES
Part 6 Nondisclosure Agreement (NDA) EMPLOYEE INVENTIONS AND PROPRIETARY RIGHTS ASSIGNMENT AGREEMENT
EXHIBIT A (For Part 6) LISTING OF PROPRIETARY RIGHTS
Exhibit General Service Agreement Adobe Order Management Site Location-Klamath Falls, Oregon
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M-7V>Z"X01K=C?2[]B;B@@_P]`GQ[W3/CF+4YC\=7K$T-($(S>!GIFS(9VI M:JMW$LR`@Q;P\,DK\>7D:I@%@D$?,@E8$.QYK4FE9.FO[((%-&?FP3M]#=7I M(YBKO7.$@#U'Y%8!#K,2DJ.HMR()YO+"?G)-CY?[:=_?O?FEB+T,:JQKK#5: MG9)I[,[9F:LNU4#6(!'_%7=X`.VTMO>><2M:\3MY>U@#21F%.FT^L)<05L, MMBD^+BSL2/+D-L6>4@D1_ER.7][NN>^#L\Q0$PJA<[,KJLM)KD3'& M1LH%Z21Z>1Z:;)5XSDR,/J#/?!.4()")\K$277UC0[75Z"2N@%KHSPS3$+2! MX0;+(0YC]V=1NT,DBYAQ@NYPD;'YGYRB?>L"FFO.#$!@0`0=!4P9]$AB5V0 M+I5DXE'='Q4RF<%?8R;#C:94;!5!GY3H$XL4@7B%6HHKJ:%NYD'>5-'2+R M#BI5%-8^,/JZ^#T0W9'E<6/13;`9AL9B-375=1@PZ;2>"/10ZW=N18JT!1I M-/DJ2P:694(^';9X(QK\O$I^L)\V-;)GL`F#@]_/4WD-4'\;$6N$LLM:AO1 M$CG@P^%3D,UL:K)8F^4]F+W-ZG1;?Q8;M?MA/JTQ!LGB[66,18/KM(\RG! MC;VWB2[.ZLL2HL?Y4NJX6MJ.DL,A@H#9CND%=<3IBS+-O-'B\P?U4=)T236 M-@DN%+GX698FI'N$!]=^/81V/Z,N`>"//\81T=D'?MX$@D?3YRL3$,EXI#H M]W$X%6B25<`K"Q.F/2A!'R-2;:";0^]!,^-WL^EH`/YEXHA\8>>JQA,I9F, M;P#[6HP5#"KMH$^O+_!=#I^1TJ0_PP`H7!E("]4>7!E,0T* M+TYA;64@+T8V#0HO1FER7!E("]&;VYT#0HO4W5B='EP92`O5'EP93$- M"B].86UE("]&-PT+T9I7!E("]086=E#0HO4&%R96YT(#D@,"!2 M#0HO4F5S;W5R8V5S(#$R(#`@4@T+T-O;G1E;G1S(#$Q(#`@4@T/CX-"F5N M9&]B:@T,3,@,"!O8FH-"CP\#0HO5'EP92`O4&%G90T+U!A7!E("]086=E#0HO4&%R96YT(#D@ M,"!2#0HO4F5S;W5R8V5S(#(Q(#`@4@T+T-O;G1E;G1S(#(P(#`@4@T/CX- M"F5N9&]B:@T,C(@,"!O8FH-"CP\#0HO5'EP92`O4&%G90T+U!A7!E("]086=E#0HO4&%R96YT M(#D@,"!2#0HO4F5S;W5R8V5S(#,P(#`@4@T+T-O;G1E;G1S(#(Y(#`@4@T* M/CX-"F5N9&]B:@T,S$@,"!O8FH-"CP\#0HO5'EP92`O4&%G90T+U!A7!E("]086=E#0HO4&%R M96YT(#0Q(#`@4@T+U)E7!E("]086=E M#0HO4&%R96YT(#0Q(#`@4@T+U)E7!E M("]086=E#0HO4&%R96YT(#0Q(#`@4@T+U)E7!E("]086=E#0HO4&%R96YT(#0Q(#`@4@T+U)E7!E("]086=E7!E("]086=E EX-10.62 10 EXHIBIT 10.62 Prepared by MERRILL CORPORATION www.edgaradvantage.com

Exhibit 10.62

    *Text Omitted and Filed Separately
Confidential Treatment Requested
Under 17 C.F.R. §§ 200.80(b)(4)
200.83 and 240.24b-2

TURNKEY
AGREEMENT FOR PRODUCTION OF
ADOBE PROGRAM PACKAGES

    This Turnkey Agreement for Production of Adobe Product Packages ("Agreement") is entered into by and between Adobe Systems Incorporated, a Delaware corporation having a place of business at 345 Park Avenue, San Jose, CA 95110 ("Adobe"), and McQueen USA, Inc., d.b.a.            , having a place of business at 44660 Osgood Road, Fremont, CA 94539-6410 ("Vendor").

RECITALS

    A.  Adobe owns or licenses certain software programs and related documentation.

    B.  Vendor desires to obtain the right to serve as one of Adobe's turnkey suppliers of software packages as requested by Adobe on the terms and conditions contained herein.

AGREEMENT

    Adobe and Vendor therefore agree as follows:

1.  DEFINITIONS.  As used in this Agreement, the following terms shall have the following respective meanings:

    1.1  "Adobe" shall refer to Adobe and any existing or future parent or subsidiary of Adobe Systems Incorporated.

    1.2  "Adobe Designated Destination" shall mean Adobe's warehouse located at 1640 Coleman Avenue, Santa Clara, California, or any other location which Adobe instructs Vendor to ship Adobe Product Packages.

    1.3  "Adobe's Manufacturing Operations Requirements" shall mean those requirements described in the attached Exhibit I.

    1.4  "Adobe Product Package" shall mean the software, Documentation, end user agreements, packaging materials and any related materials identified by Adobe in the Agreed Order, Assembly Drawings, and Bill of Materials for one or more products ("Adobe Product Packages"). The Adobe Product Packages Product may be removed, changed, or added to by Adobe, in its sole discretion. A detailed description of what is included in each Adobe Product Package will be set forth in the Specifications. (See Section 4.3)

    1.5  "Adobe Product Release" shall mean a version of the product generally released to the public with a version number such as 6.x until it is replaced by a new Adobe Product Release. A new Adobe Product Release would be a change in version from version 6.0 to 6.5 or 6.0 to 7.0, but would not be a change in version from 6.0 to 6.0.7.

    1.6  Agreed Order shall mean the Purchase Order (as adjusted by a change order Purchase Order) and Purchase Order confirmation statement from Vendor for the ordered Adobe Program Package(s).

    1.7  "Assembly Drawings" shall mean a schematic describing the correct assembly procedure for an Adobe Product Package, substantially in the form attached at Exhibit A.

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    1.8  "Bill of Materials" shall mean a list substantially in the form attached hereto at Exhibit B, that describes the type and quantity of components needed to build a particular version of an Adobe Product Package.

    1.9  "Build Plan" shall mean an estimate of the materials projected by Adobe to be needed by the Vendor in a form substantially as attached hereto at Exhibit C for the manufacture of one or more Adobe Product Packages.

    1.10  "Documentation" shall mean Adobe's published materials used with Adobe Product Packages.

    1.11  "Effective Date" shall mean the date upon which this Agreement is executed by the last party to sign.

    1.12  "Fiscal Month" shall mean the months described in the schedule provided by Adobe to Vendor as part of the Build Plan.

    1.13  "Inventory" shall mean (i) the Adobe Product Packages which have been completed by Vendor, (ii) all of Vendor's work in process with respect to the Adobe Product Packages, (iii) all material or component parts for Adobe Product Packages which have been ordered by Adobe and received by Vendor or are on order by Vendor with its vendors (to the extent such materials or component parts are non-cancelable or if cancelable, are not subject to any cancellation charges) only to the extent such items (i), (ii) and (iii) are required to fulfill up to one hundred percent (100%) of the completed Adobe Product Packages referenced in Adobe's Purchase Orders or Build Plans which remain unshipped to Adobe.

    1.14  "Master Media" shall mean the original reproducible media to be used by Vendor to reproduce the contents of each Adobe Product Package, including, but not limited to, CD, disk, film and paper.

    1.15  "Proprietary Information" as used in this Agreement shall mean, with respect to either party, any and all technical and non-technical information including patent, trade secret, and proprietary information, technique, sketches, drawings, models, inventions, know-how, processes, apparatus, equipment, algorithms, software programs, software source documents, source code, object code and formulae related to the current, future and proposed products and services of such party, and includes, without limitation information concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing, manufacturing, customer lists, business forecasts, sales, merchandising, and marketing plans and other proprietary information of such party.

    1.16  "Proprietary Rights" shall mean all of Adobe's and Adobe's suppliers' patent, copyright, tradename, trademark, trade secret, know-how, mask work, right of privacy, right of publicity, moral right, or any other intellectual property right, whether registered or unregistered, now in existence or in the future developed or acquired, relating to the Adobe Product Packages.

    1.17  "Purchase Order" is an electronic or written document from Adobe to the Vendor,, substantially in the form attached hereto at Exhibit D, describing the quantity, material, price, and terms for which Adobe is offering to purchase goods and/or services from Vendor pursuant to the terms of this Agreement.

    1.18  "Trademarks" shall mean the trademarks used by Adobe and its suppliers to identify the Adobe Product Packages.

2.  AUTHORIZATION OF MANUFACTURER.

    2.1**  Reproduction.  Subject to the terms and conditions of this Agreement, Adobe authorizes Vendor, on a non-exclusive basis, to use the Master Media to reproduce and assemble the Adobe Product Packages for distribution exclusively to Adobe for shipment only to Adobe Designated Destinations, and Vendor accepts such appointment.

    2.2  Approval of Adobe Product Package Designs.  Vendor's designs and contents shall be identical to Adobe's designs and contents for the same Adobe Product Packages and shall comply in all respects with the Specifications, unless Adobe has given Vendor prior written approval for changes requested by Vendor.

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In the event Vendor wishes to alter any component of any Adobe Product Package, it will submit samples of such components, as altered, to Adobe at least thirty (30) days prior to volume production of such altered Adobe Product Packages by Vendor. Upon receipt of any altered components, Adobe will promptly approve or reject such alterations in writing. Under no circumstances will Vendor commence volume production of any altered Adobe Product Package or distribute any such Adobe Product Package without Adobe's prior written approval.

    2.3  Ownership of Adobe Product Packages.  Adobe retains sole ownership of the Documentation, Master Media, Inventory, Proprietary Rights, Proprietary Information, and related materials, including but not limited to those used by Vendor to produce the Adobe Product Packages, as well as to all Adobe Product Packages produced by Vendor under this Agreement. Vendor agrees to take all steps necessary to assure that all right, title and interest to the foregoing at all times remain with Adobe. To that end, when deemed necessary in Adobe's sole discretion, Vendor shall execute all documents necessary to carry out the foregoing including, but not limited to, assignment of any rights Vendor may have therein and at Adobe request the execution and filing of UCC security agreements and financing statements.

    2.4  Independent Contractor.  Vendor is an independent contractor and Vendor is not an agent or employee of Adobe, and has no authority whatsoever to bind Adobe by contract or otherwise. Nothing contained herein shall be construed as creating any agency, partnership, or other form of joint enterprise between the parties.

    2.5  Use of Third Parties.  Adobe will specify which suppliers Vendor may use to subcontract the production of all components of the Adobe Product Packages. Vendor may recommend certain submanufacturers for said components and duplicated disks ("Submanufacturers") to Adobe, but Vendor agrees not to use Submanufacturer unless first approved in writing by Adobe. Vendor represents and warrants to Adobe that any Submanufacturer Vendor may use to fulfill its obligations under this Agreement will perform as Vendor is required to perform pursuant to this Agreement, and further that Adobe's consent to Vendor's use of any Submanufacturer shall not be deemed a waiver of any Adobe rights hereunder nor relieve Vendor of any of its obligations pursuant to this Agreement. Adobe will identify and approve successive vendors if a Submanufacturer becomes incapable of timely delivery of quality components or Adobe Product Packages. Vendor agrees to enter into a written agreement with any Submanufacturer which includes minimum terms and conditions no less restrictive than those set forth in Exhibit E, Exhibit F ("Inventory Procedures") and Exhibit G ("Security") to this Agreement prior to the production of components of the Adobe Product Packages by such Submanufacturer and further provided the warranty provisions of Section 8 of this Agreement are satisfied.

    2.6  Limitations on Right to Copy.  Vendor agrees that it will not make or have made, or permit to be made, any copies of Documentation, Master Media, Inventory, Proprietary Rights, Proprietary Information, and related materials or any portions thereof, except as necessary for the reproduction of the Adobe Product Packages in accordance with the terms of this Agreement and will disclose Proprietary Information only as permitted in Section 9 ("Proprietary Rights"). Vendor will not decode or reverse engineer the Adobe Software included in the Adobe Product Packages in whole or in part. Further, to assure compliance with the foregoing, Vendor shall take all security measures reasonably necessary to comply with this Agreement, including but not limited to the minimum Security provisions set forth in Exhibit G ("Security").

    2.7  No Other Rights.  Except as otherwise expressly stated, this Agreement does not grant Vendor any rights, nor shall any rights be accrued through Vendor's use under this Agreement, to Documentation, Master Media, Inventory, Proprietary Rights, Proprietary Information, and related materials,

    2.8  Adobe Designs, Molds or Equipment.  Vendor acknowledges and agrees that Adobe owns all right, title and interest in (a) any special aesthetic designs paid for or supplied by Adobe for the manufacture of the Adobe Product Packages, including any confusingly similar designs, including without limitation all patent, design patent, copyright, trade secret, trademark and other Proprietary Rights therein; and (b) any molds, tooling, Assembly Drawings and equipment paid for or supplied by Adobe specially for the manufacture of the Adobe Product Packages. Vendor shall not use items for any purpose

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except to manufacture the Adobe Product Packages for Adobe, and Vendor shall not sell any products using such designs, molds, equipment or tooling to any other party, without the written consent of Adobe. Upon termination of this Agreement, at its request, Adobe shall have the right to possess the designs, molds, equipment or tooling and Vendor shall, within thirty (30) days of such request, deliver such items, including all related documentation, to Adobe or such other person as Adobe may designate.

3.  BUILD PLANS AND PURCHASE ORDERS.

    3.1  Quarterly Projections.  Adobe shall provide Vendor with quarterly volume projections to be used solely for the purpose of Vendor's capacity and resource planning. Notwithstanding the foregoing, said projections shall not be binding on Adobe, and may be varied pursuant to any subsequent Build Plan or Purchase Order.

    3.2  Build Plan.  Adobe shall provide Vendor with rolling two month Build Plans by product SKU, the first month broken down by week, to be used by vendor to plan for, build or procure components and materials, timed phased pursuant to each components described lead time. Vendor shall use its best efforts to operate in a just in time environment to fulfill Adobe's Purchase orders while minimizing component inventory rush. Vendor shall respond to Adobe's Build Plan (first month by week) with projected daily build quantities which will fulfill the Build Plans volume and timing requirements. In the event Vendor anticipates it will be unable to meet any Build Plan provided by Adobe, Vendor shall detail in a written report the reasons for the inability to meet the Build Plan and shall propose a recovery plan for discussion with Adobe prior to issuance of Adobe's Purchase Order.

    3.3  Purchase Orders.  From time to time Adobe will provide Vendor with a written or electronic Purchase Order(s) for weekly build quantities of Adobe Product Packages, which may be at variance with the Build Plans. Vendor shall use best efforts to complete [] of the Purchase Order quantities in the week specified. Vendor shall respond to Adobe's Purchase Orders with a written or electronic Purchase Order confirmation statement (including quantity and ship date) and actual ship date confirmation statement (which shall include the packing list) upon shipment of the ordered Adobe Product Packages. Adobe and Vendor will mutually agree as to specific timing for release of and confirmation of Purchase Orders to achieve the production goal described above. The Agreed Order shall be as described in the Purchase Order unless different terms are agreed to by Adobe pursuant to a change order Purchase Order.

3.4  Miscellaneous Order Information.*

    (a) Vendor will assemble the components described in the Agreed Order pursuant to thc specifications. Vendor shall invoice Adobe for assembled Adobe Product Packages following the assembly and shipment of the Adobe Product Packages as provided in Section 6.3 ("Invoices and Title").

    (b) Vendor shall provide such production reports (daily, weekly) as is reasonably required by Adobe.

    (c) Adobe and Vendor agree that once EDI linkages are established, thc Adobe Purchase Order(s), Purchase Order Change(s), Good(s) Receipt(s), Purchase Order Shipment Confirmation(s), Sale(s) Order(s) and Custom Form(s) will be electronically transmitted and shall be binding on the parties. The parties agree to negotiate in good faith and enter into an EDI agreement prior to implementing the provisions of this paragraph,

4.  MEDIA REPLICATION.

    4.1  Materials.  Adobe will provide Vendor with one (1) copy of the Master Media included in each Adobe Product Package as necessary for Vendor to fulfill its obligations under this Agreement, provided that Adobe has authorized Vendor to reproduce the media pursuant to Section 2.1 ("Reproduction"). Upon receipt of the Master Media for an Adobe Product Package, Vendor will produce four (4) copies of such Master Media (the "Verification Copies"), test them for viruses and submit them to Adobe for

*   CONFIDENTIAL TREATMENT REQUESTED

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approval. Vendor will not commence quantity reproduction of the Master Media until Vendor has tested the Verification Copies and taken reasonable care to assure that the Verification Copies are free from defects or viruses. Vendor agrees to store the Master Media and any master produced for replication purposes in a locked, secure, separate location for production and archival purposes. Vendor agrees to produce the software for Adobe Product Packages only from masters approved by Adobe and only in quantifies due under outstanding Purchase Orders.

    4.2  Acceptance.  The Master Media, other Adobe-reproduced media and other materials shipped by Adobe to Vendor will be deemed to have been accepted by Vendor unless Vendor delivers a notice to Adobe specifying the nature of any material defect or quantity discrepancies within two (2) business days from the delivery of such material.

    4.3  Specifications.  Adobe will provide Vendor with documentation along with updates and revisions, and other materials relating to the reproduction and assembly of the Adobe Product Packages such as Adobe Authorized Suppliers, Bill of Materials and component specifications and Vendor shall prepare the Assembly Drawings and submit to Adobe for approval prior to their use, collectively the "Specifications".

5.  INVENTORY.

    5.1  Inventory Control.  Vendor agrees to comply with all the procedures set forth in Exhibit E ("Minimum Terms and Conditions") Exhibit F ("Inventory Procedures") and Exhibit G ("Security").

    5.2  Excess Inventory.  Vendor will provide on a monthly basis an inventory report of all items with no production or procurement activity in the past ninety (90) days and/or inventory age of over ninety (90) days. Adobe will instruct Vendor on the disposition of these items.

    5.3  Obsolete Inventory.  Adobe shall make commercially reasonable efforts to identify and provide direction to Vendor as to the disposition of obsolete inventory. Direction to Vendor for the disposition of obsolete inventory shall be as provided on a Purchase Change Notice, delivered from Adobe to Vendor.

6.  OBLIGATIONS OF VENDOR.

    6.1  Manufacturing.  Vendor will manufacture the Adobe Product Packages only according to the most recent version of Adobe's Manufacturing Operations Requirements and Adobe's Specifications and instructions that have been delivered to Vendor prior to commencement of manufacturing a run pursuant to the Build Plan, and in such quantities as Adobe shall direct. Vendor will provide Adobe reasonable access to Vendor's facilities and suppliers' facilities to inspect the Adobe Product Packages, Inventory and their manufacture. Vendor will comply with all reasonable requests for changes or modifications provided by Adobe and shall regularly check Adobe Product Packages coming off the production line for viruses.

    6.2  Delivery to Adobe Designated Designations; Acceptance.  Vendor will ship the Adobe Product Packages to Adobe Designated Destinations according to the delivery schedule set forth in Adobe's order(s) pursuant to Section 3 ("Build Plan and Purchase Orders"). Vendor shall perform incoming inspection and outgoing audits of Adobe Product Packages satisfactory to Adobe to ensure that all product shipped to Adobe designated destinations conforms to the Specifications and is free from defects in materials and workmanship. Quality audit reports shall be performed weekly with an agreed goal of 500 DPM or less. Adobe shall be entitled to reject any Adobe Product Packages after delivery if the Adobe Product Packages or their packaging fail to conform to the applicable Specifications or are defective in materials or workmanship. Adobe Product Packages rejected by Adobe shall be returned to Vendor to be reworked or replaced by Vendor and reshipped to Adobe freight prepaid.

    6.3  Invoices and Title.  Vendor's invoices shall be submitted in duplicate and shall contain the following information: product name, description of product, quantities, unit prices, extended totals, invoice number and date, remit to address, purchase order number, item number and any other information mutually agreed to by the parties. Bills of lading, express receipts, or other proof of delivery shall be furnished upon Adobe's request. All invoices must identify the Adobe Purchase Order or they will be returned unpaid. Vendor will invoice Adobe no earlier than the shipment date. Title and the risk of loss or

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damage will pass to Adobe upon Vendor's delivery to the carrier for shipment. All shipments will be made FOB Vendor's shipping point and shall be packed in accordance with Adobe Specifications and good standards of care.

    6.4  Financial Statements.  In the event that Vendor is not a publicly traded company, upon Adobe's request, Vendor will deliver to Adobe profit and loss statements and balance sheets for Vendor, for the immediately preceding fiscal quarter of Vendor, prepared by Vendor's Chief Financial Officer. Such information will be treated as confidential by Adobe and disclosed only to Adobe full-time employees on a need-to know basis.

    6.5  Records and Reports.  Vendor will maintain records of all Documentation, Master Media, Inventory, Proprietary Rights, Proprietary Information, and related materials relating to the Adobe Product Packages.

    6.6  Account Management.  Vendor agrees to assign a mutually agreeable team to manage Adobe's account including a mutually approved print buyer. The Vendor's Adobe Account Manager will be available to meet with Adobe personnel during normal business hours to review schedules, attend new product planning meetings, and address other issues of concern. The Account Manager and team shall participate with Adobe's manufacturing team in joint operations committee meetings which will convene as often as required by Adobe (via teleconference or in person) to address and resolve all operational, quality, scheduling, supplier and capacity issues as can be expected to arise in the normal course of business. In the event that Adobe is dissatisfied with the Adobe Account Manager for any reason, Adobe may request that Vendor assign a new Account Manager who is mutually agreeable to Adobe and Vendor.

    6.7  Capacity.  The Vendor shall provide sufficient capacity to manufacture all quantities or volumes required by Adobe through use of 2nd and 3rd shifts, overtime, weekends, holidays, and other Adobe approved Submanufacturers and facilities. Any use by Vendor of overtime, weekends, holidays and other Adobe approved Submanufacturers and facilities for the manufacture of Adobe Product Packages may result in additional charges to Adobe. Vendor shall provide Adobe reasonable notice and an estimate of the additional charges, if any, prior to commencing such manufacturing. The additional charges shall be mutually agreed between Adobe and Vendor or, if no agreement is made, at Vendor's then current prevailing rates for such methods or the rates charged by such other Submanufacturers and facilities, as the case may be. Vendor represents and warrants that it shall not schedule the manufacture of Adobe Product Packages such that Adobe is unequitably subjected to the additional charges described above when compared to Vendor's other similar customers.

7.  PAYMENTS AND TAXES.

    7.1  Payments.  Provided Vendor is in compliance with the terms and conditions of this Agreement, Adobe shall pay Vendor the amounts as set forth in Exhibit H ("Payments") and any other written quotation or attachment to this Agreement which sets forth prices for services to be performed by Vendor hereunder and which is accepted by Adobe in a Purchase Order. Such amount shall be payable net thirty (30) days from date of Vendor's invoice. If Adobe disputes any portion of any invoice, then Adobe will pay the undisputed portion according to this Agreement and shall promptly inform Vendor of the nature of the dispute. The parties will use their best efforts to resolve the dispute promptly. The payment schedule attached as Exhibit H may be modified upon written approval of both parties Payment of an invoice shall not constitute acceptance of products and will be subject to adjustment for errors, shortages, defect, or other failure to meet the requirements of this Agreement.

    7.2  Taxes and Duties.  Except as otherwise provided in this Agreement, Adobe agrees to pay any sales, use, import or export, value added or similar tax or duty relating to Adobe Product Packages delivered pursuant to the terms of this Agreement, other than those based on Vendor's net income. If a resale certificate or other certificate or document of exemption is required in order to exempt Adobe Product Packages from any such liability, Vendor will promptly execute and furnish such document or certificate to Adobe.

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8.  WARRANTY.

    8.1  Conformance to Specifications.  Vendor warrants that Adobe Product Packages and any Inventory sold to Adobe, will be free and clear of all liens and encumbrances caused by Vendor, will conform, in all material respects, to the Specifications—provided or approved by Adobe and will be free from viruses detectable by the most recent releases of at least two commercially available virus checking software programs, and otherwise free from defects in materials and workmanship. Adobe will conduct periodic inspections at Adobe's or at the Vendor facility, of Adobe Product Package lots, and notify Vendor in writing of failure to conform to Adobe Specifications. Each such notice shall describe thc lot virus or defect or the isolated virus or defect (collectively, a "Defect"), as the case may be, in reasonable detail. If Adobe experiences field failures in more than [^] of the Adobe Product Packages shipped in any calendar month by Adobe, which failures are traceable to a defect or virus in the Adobe Product Packages supplied by Vendor, Vendor agrees that, in addition to its other obligations under this Section 8, it shall provide immediate support to Adobe in taking corrective action, including if appropriate a recall program at Vendor expense, to repair or replace all products which may be defective. If a Defect is not caused by accident, abuse, misuse, neglect, alteration or repair by someone other than Vendor or its subcontractors then (a) Adobe may return the Adobe Product Packages subject to such Defect to Vendor at Adobe's expense, and (b) Vendor will reimburse Adobe for such skipping costs provided that Vendor has agreed to the shipping method and cost prior to the return of such Adobe Product Packages and, at Vendor's discretion, either repair, replace, or credit Adobe for the price charged by Vendor to Adobe of such Adobe Product Packages.

    8.2  Free from defects.*  In the event Adobe authorizes Vendor to reproduce CD's or discs from of the approved media master. Vendor specifically warrants that the reproduced media will be free from defects in materials and workmanship for a period of one (1) year from the date of its delivery to Adobe. During the mastering process, Vendor will use the Virus checking procedure described in Exhibit G ("Security") and a minimum of two of the most recent commercially available virus checking software programs to check the Master Media delivered by Adobe for all publicly known viruses and immediately inform Adobe if such viruses are found on the Master Media or on quality control samples of reproduced media. Vendor warrants the software portions of the Adobe Product Packages digitally match the Master Media.

    8.3  Insurance.  Vendor represents and warrants that at all times it shall maintain insurance coverage from a reputable insurance company for (a) claims under worker's compensation and state disability acts; (b) claims or damages because of bodily injury, sickness, disease, or death of its employees or of any other person which arise out of any negligent act or omission of Vendor or its employees or agents; (c) claims for damages because of loss of tangible property, Inventory, or tangible Proprietary Information, which arise out of theft or similar intentional or negligent act or omission by Vendor employees, temps, independent contractors, agents or other representatives of Vendor. The insured value of the tangible property, Inventory or tangible Proprietary Information for a loss under subsection (c) shall be determined by the average sales price Adobe receives for the Adobe Product Package, which is the subject of the theft or loss, when licensed and distributed as finished products under Adobe's normal distribution channels.

9.  PROPRIETARY RIGHTS AND CONFIDENTIAL INFORMATION.

    9.1  Acknowledgment and Protection of Proprietary Rights.  Vendor acknowledges that the Documentation, Master Media, Inventory, Proprietary Rights, Proprietary Information, and related materials relating to the Adobe Product Packages are owned by Adobe or its suppliers. Vendor agrees to disclose the Documentation, Master Media, Inventory, Proprietary Rights, Proprietary Information, and related materials relating to the Adobe Product Packages only to full-time employees and consultants of Vendor or Submanufacturers approved by Adobe pursuant to Section 2.5 ("Use of Third Parties") with a need to know such information who have signed confidentiality agreements or other written policy of Vendor which obligate them to take all reasonable precautions to prevent disclosure of such Proprietary Information to other parties.

*   CONFIDENTIAL TREATMENT REQUESTED

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    9.2  No Publicity.  Vendor shall not publicly disclose the existence of this Agreement nor disclose any terms of this Agreement, orders, forecasts or deliveries hereunder at any time, without the prior written consent of Adobe. Neither party shall disclose the terms of this Agreement without the prior written consent of the other party, except (i) as may be required by law or (ii) such limited disclosure as may be reasonably necessary to either party's banker, attorneys and accountants

    9.3  Proprietary Information.  The parties acknowledge that they have received or may receive Proprietary Information relating to the other party's products, product plans or business in connection with the performance of this Agreement. Except as (i) permitted or required in carrying out this Agreement, (ii) required by law, or (iii) may be reasonably necessary to either party's bankers, attorneys, and accountants, the receiving party shall not use or disclose Proprietary Information to any third party, either during the term of this Agreement or thereafter, without the prior written consent of the disclosing party.

    9.4  Limitations.  Notwithstanding the foregoing, Proprietary Information shall not include, and the terms of Sections 9.1 9.2, and 9.3 shall not apply to, any information which:

    (a) is or falls into the public domain without fault of the receiving parry or is generally know in the software industry; or

    (b) the receiving party can show was in its possession prior to receipt thereof from the disclosing party; or

    (c) the receiving party receives from a third party with no obligation of confidence to the disclosing party; or

    (d) the disclosing party discloses to a third party with no obligation of confidence to the disclosing party: or

    (e) the receiving party independently develops without benefit of any Confidential Information of the disclosing party.

10.  PROPRIETARY NOTICES & TRADEMARKS.

    10.1  Proprietary Notices.  Vendor agrees that each Adobe Product Package shall contain the same proprietary notices that appear on or in the Master Media and other materials delivered by Adobe to Vendor, and any other notices required by Adobe to preserve Adobe's and its third party suppliers' Proprietary Rights.

    10.2  Ownership of Marks.  Vendor acknowledges the validity of the Trademarks and their ownership by Adobe and its vendors, agrees that it will do nothing inconsistent with such ownership and that all use of the Trademarks by Vendor shall inure to the benefit of and be on behalf of Adobe and its suppliers. Vendor agrees that nothing in this Agreement shall give Vendor any right, title or interest in the Trademarks other than the right to use the Trademarks in accordance with this Agreement and Vendor agrees that it will not challenge the title of Adobe and its suppliers to the Trademarks.

    10.3  Infringement Proceedings.  Vendor agrees to notify Adobe of any unauthorized use of the Trademarks or any component of the Adobe Product Packages by others promptly as such use comes to Vendor's attention. Adobe shall have the sole right and discretion to bring infringement or unfair competition proceedings involving for said unauthorized use.

11.  PATENT, COPYRIGHT AND TRADEMARK INDEMNITY.

    11.1  Defense by Adobe.  Subject to the limitations set forth below, Adobe shall defend, indemnify and hold Vendor harmless with respect to all claims, liabilities, damages, costs and expenses, including reasonable attorney's fees, with respect to any claim that the Adobe Product Packages as designed by Adobe infringe upon any U.S. patent, U.S. trademark or U.S. copyright; provided, however, that Vendor (i) promptly notifies Adobe in writing of such claim, suit, or proceeding; (ii) gives Adobe the right to control and direct investigation, preparation, defense and settlement of such claim or suit; and (iii) gives Vendor's assistance and full cooperation for the defense of same. Notwithstanding the foregoing, Adobe

8

shall have no right to settle such claim, unless as a result of such settlement Vendor is released from any liability with respect to such claim. Adobe shall pay any resulting costs, damages, and attorney fees finally awarded, but Adobe is not liable for costs or expenses Vendor incurs without Adobe's written authorization. If such claim has occurred or, in Adobe's opinion, is likely to occur, Adobe may, at is election and expense, either obtain for Vendor the right to continue, reproducing and/or assembling such allegedly infringing Adobe Product Package, replace or modify the Adobe Product Package so it is not infringing, or remove such Adobe Product Package from this Agreement.

    11.2  Limitations on Indemnity.  The provisions of the foregoing indemnity shall not apply with respect to any instances of infringement based upon or arising out of use of any Adobe Product Package which has been modified by Vendor or any third party (except to the extent such modifications are authorized and approved by Adobe). Notwithstanding any other provisions, the foregoing indemnity shall not apply with respect to any infringement based on Vendor's activities occurring subsequent to its receipt of notice of any claimed infringement unless Adobe shall have given Vendor written permission to continue to reproduce and assemble the allegedly infringing Adobe Product Package. This shall be Adobe's sole and exclusive obligation for breach of this indemnity.

12.  FORCE MAJEURE.  Neither party shall be liable by reason of any failure or delay in the performance of its obligations under this Agreement on account of strikes, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labor conditions, earthquakes, material shortages or any other cause which is beyond the reasonable control of such party. If such events cause a failure or delay by Vendor, then Vendor will notify Adobe of the causes of such failure or delay and the period of performance will be extended by a period equal to the delay caused by such event. Upon the resolution of any such event. Vendor will make every reasonable effort to allocate its production capacity, without additional cost to Adobe, to meet delivery schedules.

13.  RIGHT OF AUDIT.  Adobe shall have the right to inspect and audit all the relevant records of Vendor to ensure compliance with the terms of this Agreement. Any such audit shall be conducted only by a certified public accountant whose fee is paid by Adobe (other than on a contingent fee basis), and shall be conducted during regular business hours at Vendor's offices and in such a manner as not to interfere with Vendor's normal business activities. In no event shall audits be made more frequently than every six (6) months. All information obtained by Adobe pursuant to any such audit shall be treated as Proprietary Information.

14.  TERM AND TERMINATION.

    14.1  Term.  Unless earlier terminated as provided herein or otherwise agreed in writing, the term of this Agreement shall begin on the Effective Date and shall continue in force for the duration of the Adobe Product Release for which Vendor is providing services hereunder ("Term").

    14.2  Termination Without Cause.  Either party may terminate the Agreement without cause upon ninety (90) days prior written notice to the other party.

    14.3  Default, Notice and Termination Without Cure.  If Vendor materially defaults in the performance of any provision of this Agreement, Adobe may give written notice to Vendor that if the default is not cured within ten (10) days, the Agreement will be terminated and, upon expiration of such period without cure, this Agreement shall automatically terminate Vendor.

    14.4  Insolvency.  This Agreement shall terminate without notice (i) upon the institution by or against either party of insolvency, receivership, bankruptcy, or similar proceedings, or (ii) upon either party's making an assignment for the benefit of creditors.

    14.5  Rights Upon Termination.  Upon the expiration of the Term or termination of this Agreement for any reason:

    (a) Discontinuation of Use and Return of Copies.  Vendor shall immediately discontinue reproduction and return or destroy, at Adobe's option, the Master Media and Adobe Product Packages in

9

Vendor's Inventory, and Proprietary Information, and all copies in its possession of the foregoing (including copies placed in any storage device under Vendor's control);

    (b) Payment for Inventory.  Vendor shall cooperate with Adobe to sell and/or move Inventory to either Adobe or Adobe's designated alternate vendor such that the sale and/or move may be completed within 30 days of the termination or expiration of the Term. Adobe shall have no obligation to purchase Inventory, unless prior to termination or expiration of the Term, said Inventory has been purchased by Vendor pursuant to the Build Plan (i.e. 60 day forecast).

    (c) Termination Compensation.  Vendor shall not be entitled to any compensation, damages or payments in respect to goodwill that has been established or for any damages on account of prospective profits or anticipated sales, and neither party shall be entitled to reimbursement in any amount for training, advertising, market development, investments or other costs that shall have been expended by either party before the termination of this Agreement, regardless of the reason for, or method of, termination of this Agreement and each party waives its rights under applicable laws for any such compensation, reimbursement, or damages. Except as provided in section 14.5 (b), Adobe will have no further liability for any costs or expenses relating to the Inventory on the date of termination;

    (d) Transfer of Data.  Vendor shall immediately provide Adobe with current and accurate copies of Vendor's Adobe Product Packages Documentation, Master Media, Inventory, Proprietary Rights, Proprietary Information, and related materials relating to the Adobe Product Packages and all other data which in the reasonable opinion of Adobe is required to enable Adobe to continue reproduction of the Adobe Product Packages with another supplier, provided that such other materials or information is not Vendor Proprietary Information; and

    (e) Survival of Obligations.  Vendor agrees that its obligations pursuant to Sections 2.3 ("Ownership of Adobe Product Packages"), 2.6 ("Limitations on Right to Copy"), 7.1 ("Payments"), 7.2 ("Taxes and Duties"), 8 (Warranty"), 9 ("Proprietary Rights and Confidential Information"), 10 ("Proprietary Notices and Trademarks"), 11 ("Patent, Copyright and Trademark Indemnity"), 13 ("Right of Audit"), 14.5 ("Rights Upon Termination") and 16 ("Miscellaneous") shall survive any termination or expiration of rights under this Agreement.

15.  LIMITATION OF LIABILITY.  ADOBE WILL NOT BE LIABLE FOR ANY LOSS OF USE, INTERRUPTION OF BUSINESS, COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY OR SERVICES OR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT PRODUCT LIABILITY OR ANY OTHER LEGAL OR EQUITABLE THEORY EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

16.  MISCELLANEOUS.

    16.1  Notices.  All notices permitted or required under this Agreement shall be in writing and shall be delivered in person, by reputable overnight delivery service, or by certified or registered mail, return receipt requested, and shall be deemed given upon personal delivery or five (5) days after deposit in the mail. If a notice is sent to Adobe, a copy shall also be sent to its General Counsel at the following address: Adobe Systems Incorporated, 345 Park Avenue, San Jose, California 95110. If a notice is sent to Vendor, a copy shall also be sent to its General Counsel, at the following address:

    16.2  Assignment.  The right and interests of Vendor under this Agreement are not assignable without prior written consent of Adobe. Any sale or other transfer of substantially all of Vendor's assets by consolidation, merger or reorganization, of a majority of the voting stock of Vendor, shall not be an assignment for purposes of this Agreement. The rights and interests of Adobe under this Agreement are fully assignable by Adobe subject to credit approval by Vendor. Subject to the foregoing, this Agreement shall be binding on and inure to the benefit of the parties of this Agreement and their respective successors and assignees.

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    16.3  Governing Law and Forum.  This Agreement shall be governed by the laws of the United States and the State of California as such laws are applied to agreements entered into and to be performed entirely within California between California residents. The parties agree that the United Nations Convention on Contracts for the International Sale of Goods is specifically excluded from application to this Agreement. All disputes arising under this Agreement may be brought in Superior Court of the State of California in Santa Clara County or the Federal District Court of San Jose as permitted by law. The Superior Court of Santa Clara County and the Federal District Court of San Jose shall together have non-exclusive jurisdiction over disputes under this Agreement. Vendor consents to personal jurisdiction of the above courts.

    16.4  Severability.  If any provision of this Agreement is declared by a court of competent jurisdiction to be invalid, void, or unenforceable, the remaining provisions nevertheless will continue in full force and effect without being impaired or invalidated in any way and the parties agree to substitute for the invalid provision a valid provision approximating the intent and economic effect of the invalid provision.

    16.5  Entire Agreement.  This Agreement including the attached Exhibits and Appendice(s), if any, contains the entire agreement between the parties and supersedes any and all other agreements, whether written or oral, between the parties relating to the same subject matter, except as may be subsequently provided in writing and agreed upon by the parties. Notwithstanding the foregoing no terms and conditions set forth on any purchase order, invoice, order acknowledgment or similar document shall supersede, modify or supplement this Agreement in any way. In the event of a conflict or inconsistency between this Agreement and any attached Appendix or Exhibit, the provisions of this Agreement shall prevail with respect to the specific provisions to which such conflict pertains. In the event of a conflict or inconsistency between any Exhibit and any attached Appendix, the provisions of the Exhibit shall prevail with respect to the specific provision(s) to which such conflict pertains.

    16.6  Modification and Waiver.  No supplement, modification, or amendment of this Agreement shall be binding unless executed in writing by both of the parties. No waiver of any of the provisions of this Agreement shall be deemed or shall constitute a waiver of any other provision (whether or not similar) nor shall such waiver constitute a continuing waiver. The failure of either party to require performance by the other party of any provision of this Agreement shall not affect the full right to require such.performance at any subsequent time; nor shall the waiver by either party of a breach of any provision of this Agreement be taken or held to be a waiver of the provision itself.

    16.7  Section Headings.  Section headings are inserted for convenience only and will not be considered to define, limit or affect the interpretation or construction of this Agreement.

    16.8  Country of Origin.  Upon request Vendor shall provide Adobe, prior to the initial delivery of any Adobe Product Package, a certificate of origin for such Adobe Product Package. If the country of origin for any Adobe Product Package should change, Vendor shall provide a new certificate of origin prior to the delivery of any Adobe Product Package affected by such change.

    16.9  Duty Drawback.  Adobe shall be entitled to claim duty drawback on Adobe Product Package exported by and for Adobe. Vendor shall submit, with each shipment of Adobe Product Package containing imported components, a Certificate of Deliver and/or Manufacture (or such other forms as may be identified by Adobe for submission to U.S. Customs), shall retain all records required by U.S. statutes and regulations and identified in any drawback contract covering Adobe Product Package, and shall otherwise assist Adobe as reasonably requested in order to claim duty drawback for Adobe Product Package purchased hereunder.

    16.10  Counterparts.  This Agreement may be executed simultaneously in several counterparts, each of which shall be deemed to be an original, but all of which together shall constitute one and the same Agreement.

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    IN WITNESS WHEREOF, the parties have executed this Agreement as of the date last below written.

ADOBE SYSTEMS INCORPORATED VENDOR

/s/ J. F. BRIODY
Authorized Signature

/s/ J. T. THADEN
Authorized Signature

James F. Briody
Printed Name

J. T. Thaden
Printed Name

Vice-President-Mfg. Opn's
Title

President—McQueen, Inc.
Title

7/11/97
Date

7/11/97
Date

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MCQUEEN

    Addendum to Adobe Systems Inc. Turnkey Agreement for Production of Adobe Program Packages

Adobe Systems—Description of Services

1.  General Agreement

    It is Adobe System's intent to utilize McQueen for certain turnkey production and bulk distribution services. The initial application of these services will be with Adobe's Frame product line. McQueen will provide these services utilizing its Fremont facility. It is Adobe's intent to award the above referenced Frame business to McQueen for the current revision level.

Description of Operational Model and Services Provided

    The following is a description of the operational model that will function between Adobe and McQueen. The services provided will include the following:

Forecasting & Demand Management

    Adobe will furnish both a rolling finished goods forecast with a pre-determined planning forecast horizon of approximately [] months, and a rolling []-week finished goods build plan (also updated weekly). This forecast information will be used for materials management and purchasing, as well as the scheduling and production planning for product assemblies. Specific "freeze points" will be identified for both materials purchases as well as assemblies, and will serve as commitments from Adobe for the indicated volumes.

    McQueen will process requirements for unforecasted or unexpected demand within [] of receipt of any such request.

Production Management

    McQueen will be responsible for managing the production of all component materials through either internal or external manufacturing resources. It is anticipated that product design, file manipulation, and any translation/localization will be collaborative between McQueen and Adobe. All aspects of purchasing, production scheduling, coordination, and payment for components manufactured on Adobe's behalf, however, will be McQueen's sole responsibility. This includes responsibility for quality control of manufactured components as described below.

Vendor & Materials Management

    McQueen will assume responsibility for the sub-tier vendor management in the areas of performance evaluation, direct purchasing and delivery arrangements. McQueen will also manage materials in a manner which ensures finished goods availability matching forecasted requirements. This includes forecast analysis, production & inventory strategy, and delivery arrangements for each individual component SKU in the Adobe products. McQueen will work with Adobe's AVL, and will have shared responsibility with Adobe for maintaining the relationships with any such vendors.

Delivery / Receiving

    McQueen will be responsible for coordinating, with component manufacturing sites, the delivery of all components to the turnkey site. These arrangements will be made at McQueen's sole discretion and may incorporate special pricing arrangements to limit McQueen's inventory investment. McQueen will be responsible for receiving all component materials and conducting appropriate inspections to verify that both the quantity and quality of such receipts meets with McQueen and Adobe's mutually agreed upon standards of acceptance.

   CONFIDENTIAL TREATMENT REQUESTED

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    Addendum to Adobe Systems Inc. Turnkey Agreement for Production of Adobe Program Packages

Warehousing & Inventory Control

    McQueen will store in it's warehouse all components necessary to assemble Adobe finished product, as well as any finished goods up to a mutually agreed upon stocking level. It is agreed that all such materials will be recorded and tracked utilizing McQueen's system, with all inventory being properly identified and stored in computerized bin locations which are properly marked. McQueen will utilize specific step-by-step processes to control and record all inventory movement types including receiving, shipping, components issued to WIP, finished product received from WlP, scrap, location to location transfer, returns, adjustments, and any other miscellaneous inventory activities.

    McQueen will perform cycle counting utilizing the ABC methodology described in Adobe's proposal. Inventory accuracy goals will be [^*]. Inventory mm goals will be established on an individual component basis, with a strategy to increase the number of turns continuously where possible.

**Product Assembly (authorization & production) build to demand—[*]**

    McQueen will utilize Adobe's finished goods build plan to schedule and coordinate all product assemblies. McQueen commits to a maximum of [] to complete all forecasted assemblies (assuming component inventory availability), and a maximum of [] to complete any unforecasted assemblies (assuming component inventory availability). McQueen also commits to a [] mm for forecasted SKUs that are outside of Adobe's planning forecast horizon. McQueen will be responsible for all forecasted component inventory availability.

    McQueen will maintain assembly records for all product assemblies, including the assembly team name, date, shift, and a serial number range for quick resolution if defects are found.

Order Processing

    McQueen will accept distribution orders from Adobe, either in electronic or hard copy form. These orders will be processed for shipment directly to Adobe customers per Adobe's specifications and requirements. McQueen guarantees that all such orders received before 12:00 p.m. Pacific Time will be processed and shipped on the same day of receipt by McQueen. McQueen will utilize carriers specified by Adobe or it's customers, and will coordinate all aspects of both domestic and international shipments.

Obsolete materials

    Adobe will accept obsolescence costs related to raw materials or finished goods inventory to the level of the forecasted volumes. Any obsolescence associated with unforecasted inventories of components or finished goods will be McQueen's responsibility.

Teardowns and Reconfiguration

    Teardowns and reconfigurations will be processed according to Adobe's requirements and wilt be priced separate from this manufacturing and distribution agreement.

Reporting

    McQueen will furnish complete inventory, transaction and performance reporting according to the requirements outlined in Adobe's Manufacturing Operations Turnkey Requirements Document. These reports include:

    Addendum to Adobe Systems Inc. Turnkey Agreement for Production of Adobe Program Packages

•
Current inventory on hand

   CONFIDENTIAL TREATMENT REQUESTED

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•
Obsolete inventory on hand

•
Current inventory on order (built)

•
Obsolete inventory on order (built)

•
Inventory transaction history

    Report elements required will include:

•
McQueen part number (if applicable)

•
Adobe SKU

•
Description

•
On-hand-quantity

•
On-order quantity

•
Current forecast and build plan

•
Inventory in excess of forecast

•
Unit costing Extended Cost Excess inventory cost

•
Last activity date

•
Obsolete inventory cost

    2.  Description of Financial Model (Pricing)

Pricing structure

    This Flat Turnkey Fee model incorporates a single flat turnkey fee which remains fixed across all kits in the Frame product family, plus a variable assembly fee which fluctuates directly with the complexity of the kits, plus materials cost passed through to Adobe as landed cost (McQueen's total cost for such materials).

    McQueen's pricing to Adobe is structured as a 2-tiered model incorporating all of the services described above.

(1)
A Flat Turnkey Fee of [^] which is to be included in the in the Program Management Fee section on each quote to Adobe which includes a management team as set forth in Schedule A attached hereto, security costs and materials markup designed to cover incoming inspection costs, storage of raw materials and carrying costs. The first quarter's fees begin when product first ships and will initially be set at [].

(2)
McQueen's [].

(3)
[] of the quoted BOM's—see Schedule B attached hereto.

(4)
[]—see Schedule C attached hereto.

Conditions to pricing

    Assembly Pricing is quoted to Adobe based upon specific parameters provided to Addendum to Adobe Systems Inc. Turnkey Agreement for Production of Adobe Program Packages

    McQueen.  These parameters include (i) BOMs as provided, (ii) estimated quarterly volume of [] units and (iii) average work order quantity estimated at [] units.

   CONFIDENTIAL TREATMENT REQUESTED

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Pricing will be reviewed semi-annually and measured against these assumptions. Any significant fluctuations (+/- 10%) to these assumptions will result in modifications to McQueen's pricing to Adobe. All prices are quoted F.O.B. Origin.

Duration of pricing & review guidelines

McQueen's flat turnkey fee pricing is firm for one year, unless modifications occur as stipulated above. Assembly pricing is also firm for one year, and will not be modified unless government mandated regulations cause an increase in McQueen's cost of providing these services. Materials pricing will fluctuate according to normal purchase price fluctuations in the marketplace.

Inventory ownership

McQueen will purchase and carry all forecasted component level inventory on Adobe's behalf for subsequent assembly into Adobe kits. This will include inventory purchased from both internal and external sources. Any consigned materials supplied by Adobe and stored within McQueen's facility will be owned by Adobe.

Addendum to Adobe Systems Inc. Turnkey Agreement for Production of Adobe Program Packages,

Obsolete materials liabilities & disposition

    Any materials purchased according to Adobe's forecast, which are not subject to McQueen's complete vendor selection, and carried for a period of more than 120 days will be discussed accordingly. Adobe will be responsible for an), obsolescence resulting from forecast inaccuracies. McQueen will be responsible for obsolescence resulting from any purchases exceeding the forecasted quantities, and any other non-authorized (by Adobe) reasons.

Payment terms

    Payment terms will be 30 days Net.

Changes to pricing

    All pricing will be reviewed quarterly. Any changes to projected volumes and product mix for the previous quarter will result in appropriate modifications to the fiat turnkey fee.

Quality

    McQueen will maintain and adhere to ISO 9002 standards throughout all of it's processes. Once certification is received, Adobe will be welcome to review both internal and external audit results. The following quality processes will be in place and adhered to on an ongoing basis:

Inspection Data—McQueen will collect inspection (DPM) data for incoming materials, work in-process and final product inspections. This includes both turnkey operations, as well as our vertically integrated printing operations. Our goal will be to maintain DPM rates in all categories [^].

Root Cause Analysis—Quality issues will be resolved down to the level of root cause to prevent recurrence. McQueen will maintain a database of the knowledge gained from these root cause analyses, and will utilize this information to detect trends and prevent problems. Pareto charts will be prepared and supplied to Adobe on a monthly basis.

   CONFIDENTIAL TREATMENT REQUESTED

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Corrective Action—Any problems discovered in the field (after leaving McQueen's turnkey facility) which are thought to be caused by McQueen, will be responded to by McQueen within 24 hours of the incident being reported. This response will include the time frame for completing the investigation & analysis, and problem resolution.

Quarterly Business Reviews

    Adobe will conduct quarterly business reviews to report activities, projects, performance results, and any ongoing issues. The goal of these meetings will be to determine short and long term direction benefiting both companies. Appropriate metrics will be determined for all subject matter and reporting issues.

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Adobe

AMENDMENT TO THE JULY 11, 1997 TURNKEY
AGREEMENT FOR PRODUCTION OF
ADOBE PROGRAM PACKAGES

    This Amendment to the Turnkey Agreement for Production of Adobe Program Packages ("Agreement") is between Adobe Systems Incorporated, a Delaware corporation, having a place of business at 345 Park Avenue, San Jose, CA 95110 ("Adobe"), and Sykes Enterprises, Inc., formerly known as McQueen USA Inc., having a place of business at 44660 Osgood Road, Fremont, California 94539-6410, for itself and its wholly owned subsidiaries and divisions ("Vendor").

AGREEMENT

    Adobe and Vendor agree as follows:

1.  Attachment 3.  Notwithstanding any other provision of the Agreement, effective February 4, 2000 Adobe Distribution Pricing shall be as reflected on the attached addendum entitled Adobe Distribution Pricing as of 2/4/2000, with Sykes Enterprises, Inc.

2.  Other Provisions.  All other provisions of the Agreement remain in full force and effect.

ADOBE SYSTEMS INCORPORATED SYKES ENTERPRISES, INC.

/s/ J.F. BRIODY
Authorized Signature

/s/ GERRY L. ROGERS
Authorized Signature

J.F. Briody
Printed Name

Gerry L. Rogers
Printed Name

V.P. Corp. Services Group
Title

SR. VP & CTO
Title

2-9-00
Date

2/28/00
Date

19

ADOBE DISTRIBUTION PRICING
(as of 2/4/00, with Sykes Enterprise, Inc.)

1.  Fulfillment Distribution Fixed Fee (Program Management Fee)

**Total Per Month:    [^]    Annual: []    Start: 10/99

Includes:  All reporting & claims
Manual order entry of stock transfer
Fiscal period weekends & evenings
MRB management
File transfer management
Cycle counts and inventory management

2.  Variable Fulfillment Distribution & Warehousing Fees

*SINGLE PACK FULFILLMENT***

Fulfillment fee, per unit (excludes packing carton & packing slip) []

Additional unit []

RMA processing, per unit (assumes product destroyed) []

International documentation per order []

Literature insertion per order []

Systems development (hourly charge) []

Storage, per pallet, monthly []

Storage, per flow rack, monthly (through January) []

Storage, per flow rack, monthly (Starting February) [*]

Freight Adobe direct-billing accounts to be used

3.  Bulk Distribution Fixed Fee (Program Management Fee)

**Total Per Month:    []    Annual: []    Start: 11/99

Includes:  All reporting & claims
Manual order entry of stock transfer
MRB management
File transfer management
Cycle counts and inventory management

4.  Variable Bulk Distribution & Warehousing Fees**

BULK DISTRIBUTION & WAREHOUSING

    NOTE: Bulk pricing applies to quantities of []units or more

Full finished goods warehousing, per pallet, monthly []

Pick, pack, verification ship—first unit []

Additional unit []

Full pallet single SKU price (maximum price) []

International documentation per order []

Receipt & verification per part number, per receipt []

Systems development (hourly charge) []

Shipping Supplies []

Maintain segregated MRB or non-shippable inventory Included in storage fee

Transfer of stock to special projects See per pallet pricing

   CONFIDENTIAL TREATMENT REQUESTED

20

Adobe

AMENDMENT TO THE JULY 11, 1997 TURNKEY
AGREEMENT FOR PRODUCTION OF
ADOBE PROGRAM PACKAGES

    This Amendment to the Turnkey Agreement for Production of Adobe Program Packages ("Agreement") is between Adobe Systems Incorporated, a Delaware corporation, having a place of business at 345 Park Avenue, San Jose, CA 95110 ("Adobe"), and Sykes Enterprises, Inc., formerly known as McQueen USA inc., having a place of business at 44660 Osgood Road, Fremont, California, 94539-6410, for itself and its wholly owned subsidiaries and divisions ("Vendor").

AGREEMENT

    Adobe and Vendor agree as follows:

1.  Attachment 2.  Notwithstanding any other provision of the Agreement, effective January 24, 2000 Adobe Pricing shall be as reflected on the attached addendum entitled Adobe Pricing as of 1/3/2000, with Sykes Enterprises, Inc.

2.  Other Provisions.  All other provisions of the Agreement remain in full force and effect.

ADOBE SYSTEMS INCORPORATED SYKES ENTERPRISES, INC.

/s/ J. F. BRIODY
Authorized Signature

/s/ GERRY L. ROGERS
Authorized Signature

J. F. Briody
Printed Name

Gerry L. Rogers
Printed Name

V.P. Corp. Svcs Group
Title

SR. V.P. & CTO
Title

1-26-00
Date

2-3-00
Date

21

ADOBE PRICING
(as of 01/03/00, with Sykes Enterprise, Inc.)

    1.  Fixed Fee (Program Management Fee)

**Total Per Month*    [^]    Annual: [^]

Product Family
Monthly Breakdown**

Illustrator 8.0 [^]

Frame/Collections [^]

PageMaker 6.5.3 [^]

InDesign 1.0 [^]

AfterEffects 4.0 [^]

    2.  Excess Inventory  [^]

    3.  Direct Shipping  See Distribution Addendum

    4.  Overtime Charges  Actual cost

*
Program Management fee will be re-visited if products are added or removed from Sykes Enterprise, Inc.

*   CONFIDENTIAL TREATMENT REQUESTED

22

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5 THIS SCHEDULE CONTAINS SUMMARY FINANCIAL INFORMATION EXTRACTED FROM THE CONSOLIDATED BALANCE SHEET AT MARCH 3, 2000 AND THE CONSOLIDATED STATEMENT OF INCOME FOR THE QUARTER ENDED MARCH 3, 2000, AND IS QUALIFIED IN ITS ENTIRETY BY REFERENCE TO SUCH FINANCIAL STATEMENTS. 1,000 3-MOS DEC-01-2000 DEC-04-1999 MAR-03-2000 160,387 481,320 152,175 6,269 1,855 839,598 208,482 147,071 1,017,074 343,214 0 0 0 0 636,605 1,017,074 282,232 282,232 20,722 20,722 171,056 1,450 0 99,331 22,043 34,766 0 0 0 64,565 0.54 0.51

-----END PRIVACY-ENHANCED MESSAGE-----

		AGREEMENT
		between
		ADOBE SYSTEMS INCORPORATED, a Delaware corporation having a place of business at 345 Park Avenue, San Jose, CA 95110-2704 ("Adobe Systems"), ADOBE SYSTEMS BENELUX, B.V., a company incorporated in The Netherlands and having a place of business at Europlaza, Hoogoorddreef 54a, 1101 DG Amsterdam ZO, The Netherlands ("Adobe Benelux") (Adobe Systems and Adobe Benelux collectively referred to as "Adobe"),
		and
		SYKES NORTH AMERICA, a Florida corporation having a place of business at 100 North Tampa Street, Suite 3900, Tampa, FL 33602 ("Sykes US"), SYKES EUROPE LIMITED, a company incorporated in Scotland under the Companies Act with registered number 86519 and having its registered office at Nether Road, Galashiels, Selkirkshire, TD1 3HE ("Sykes Europe"), SYKES ASIA PACIFIC, located on the 4th Floor, SMPPI Building, St. Francis Avenue, Ortigas Centre, Mandaluyong City 1550, Metro Manila, The Philippines ("Sykes Asia") (Sykes US, Sykes Asia and Sykes Europe collectively referred to as "Sykes").

	2.2		Adobe Product Package Designs
			Sykes shall be entitled to reproduce, with no alteration, Adobe's designs and contents for the Adobe Product Packages and shall comply in all respects with the Specifications, unless Adobe has given Sykes prior written approval for changes requested by Sykes. In the event Sykes wishes to alter any Component of any Adobe Product Package, it will submit samples of such Components, as altered, to Adobe at least thirty (30) days prior to volume production of such altered Adobe Product Packages by Sykes. Upon receipt of any altered Components, Adobe will promptly approve or reject such alterations in writing. Under no circumstances will Sykes commence volume production of any altered Adobe Product Package or distribute any such Adobe Product Package without Adobe's prior written approval.
	2.3		Ownership of Adobe Product Packages
			Adobe retains sole ownership of the Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials, including but not limited to those used by Sykes to produce the Adobe Product Packages, as well as to all Adobe Product Packages produced by Sykes under this Agreement. Sykes agrees to take all steps necessary to ensure that all right, title and interest to the foregoing at all times remains with Adobe. To that end, when deemed necessary, in Adobe's sole discretion, Sykes shall execute all documents necessary to carry out the foregoing including, but not limited to, assignation of any rights Sykes may have therein.
	2.4		Independent Contractor
			The parties agree that no joint venture, partnership, employment or agency relationship shall be deemed to have been created by this Agreement and neither of the parties shall be entitled to bind the other by contract or otherwise.
	2.5		Use of Third Parties
	2.5.1		Adobe will specify which suppliers Sykes may use to subcontract the production or supply of Components, for CD replication and for duplication of disks for the Adobe Product Packages. Without limiting the foregoing generality, Adobe shall only authorise CD replicators who have entered into a CD replication agreement with Adobe on terms acceptable to Adobe. Sykes may recommend certain submanufacturers for said Components, for CD replication and for duplicated disks ("Submanufacturer(s)') to Adobe, but Sykes agrees not to use Submanufacturers unless first approved in writing by Adobe, and Adobe may withdraw such approval at any time during the Term.
	2.5.2		Sykes represents and warrants to Adobe that any Submanufacturers Sykes may use to fulfill its obligations under this Agreement will perform as Sykes is required to perform pursuant to this Agreement, and further that Adobe's consent to Sykes' use of any Submanufacturers shall not be deemed a waiver of any Adobe rights hereunder nor relieve Sykes of any of its obligations pursuant to this Agreement.
	2.5.3		Adobe will (in accordance with this Clause 2.5) approve successive Submanufacturers if any of the Submanufacturers become incapable, in Adobe's sole discretion, of timely delivery of quality Components or Adobe Product Packages or Adobe withdraws its approval of any Submanufacturers in terms of Clause 2.5.1 hereof.

	2.5.4		Prior to any Submanufacturer carrying out work for Sykes in terms of this Agreement, Sykes undertakes that it shall comply with the following provisions:
	2.5.4.1		in the case of disk duplication, Sykes agrees to enter into a written agreement with such Submanufacturer on minimum terms and conditions no less restrictive than those set forth in Part 6 of the Schedule ("Minimum Terms and Conditions") together with inventory procedures and security procedures no less restrictive than those set out in the Statement of Work;
	2.5.4.2		in the case of all other Submanufacturers, Sykes agrees to enter into a written agreement with such Submanufacturer on terms no less onerous than those set out in this Agreement. Without prejudice to the foregoing generality the terms and conditions set out in Clauses 2.5, 2.6, 5, 6, 8 (other than 8.3), 9 and 10 of this Agreement together with all provisions in relation to inventory control and anti-piracy set out in the Statement of Work must be reflected in all agreements entered into between Sykes and Submanufacturers.
	2.5.5		Notwithstanding the foregoing terms of this Clause 2.5, Sykes shall remain fully responsible and accountable to Adobe for all acts and omissions of Submanufacturers as if such acts and omissions were acts and omissions of Sykes itself.
	2.5.6		Without prejudice to the foregoing terms of this Clause 2.5, Sykes shall be responsible for ensuring that Submanufacturers have security procedures which meet the highest industry standards and Sykes shall be responsible for reviewing and monitoring all such security arrangements as long as such Submanufacturers are under contract to Sykes.
	2.5.7		Sykes shall ensure that, as part of its arrangement with any Submanufacturers it has the right to regular audits and inspections and that it exercises such rights in accordance with Clause 6.1 of this Agreement.
	2.6		No Right to Copy
			Sykes agrees that it will not make or have made, or permit to be made, any copies of Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials or any portions thereof, except as necessary for the reproduction of the Adobe Product Packages n accordance with the terms of this Agreement and will disclose Confidential Information only as permitted in Clause 9. Sykes will not decode or reverse engineer the Software included in the Adobe Product Packages in whole or in part. Further, to assure compliance with the foregoing, Sykes shall take all security measures reasonably necessary to comply with this Agreement, including but not limited to the minimum security provisions set forth in the Statement of Work.
	2.7		No Other Rights
			Except as otherwise expressly stated, this Agreement does not grant Sykes any rights, nor shall any rights be accrued through Sykes' use under this Agreement, to Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials.
	2.8		Adobe Special Printing Aids or Equipment

	2.8.1		Sykes acknowledges and agrees that Adobe owns all right, title and interest in (a) any Special Printing Aids paid for or supplied by Adobe for the manufacture of the Adobe Product Packages (including any confusingly similar designs), including, without limitation all patent, design right, copyright, trade secret, trademark and any other intellectual property rights therein; and (b) any Special Printing Aids, tooling, and equipment paid for or supplied by Adobe specially for the manufacture of the Adobe Product Packages. Sykes shall not use the foregoing items for any purpose except to manufacture the Adobe Product Packages for Adobe, and Sykes shall not sell any products using such Special Printing Aids, equipment or tooling to any other party without the written consent of Adobe. Upon termination of this Agreement, Adobe shall have the right to take possession of the Special Printing Aids, equipment or tooling and Sykes shall, within thirty (30) days of termination, at the sole option of Adobe, either: (i) destroy such items, including all related documentation or (ii) deliver such items, including all related documentation, to Adobe or such other person as Adobe may designate.
	2.8.2		If Sykes creates any Special Printing Aids, equipment or tooling during the Term which are used specifically in relation to the work undertaken by Sykes for Adobe in terms of this Agreement, Sykes undertakes, as soon as is reasonably practicable to provide Adobe with full details of said Special Printing Aids, equipment or tooling and Adobe shall have a period of 14 days to request Sykes to assign all rights that it has, including intellectual property rights, in and to said Special Printing Aids, equipment or tooling to Adobe. Following said request from Adobe, Sykes shall have a period of 14 days to assign said rights to Adobe without charge.
	2.9		Control of Changes
			When Adobe requires any changes to be made to the quality standards, Statement of Work, Specifications, or Bill of Materials, it shall provide Sykes with reasonable written notice of any changes that are required, and the parties hereto will discuss and document in writing any necessary changes that are required. Sykes agrees that it will comply with all reasonable requests for changes or modifications made by Adobe during the Term. The parties hereto acknowledge that what may be reasonable in terms of this Clause 2.9 shall depend upon the particular change being made by Adobe and the reason that such change is to be made.
	3.		MASTER PRODUCTION SCHEDULE, PURCHASE ORDERS AND PRINT AUTHORISATION FORMS
	3.1		Projections
			Adobe shall provide Sykes with yearly and quarterly volume projections to be used solely for the purpose of Sykes' capacity and resource planning. Notwithstanding the foregoing, said projections shall not be binding on Adobe.
	3.2		Master Production Schedule
	3.2.1.1		Adobe shall provide Sykes with rolling two monthly Master Production Schedules for make to stock pieces to be used by Sykes to plan for, build or procure Components and materials, time phased pursuant to each Component's described lead time.
	3.2.1.2		Sykes shall use its best efforts to operate in a "just in time" environment to fulfill Adobe's Master Production Schedule while minimizing Component inventory rush.
	3.2.1.3		Sykes shall respond to Adobe's Master Production Schedule with projected weekly build quantities which will fulfill the Master Production Schedule volume and timing requirements.

	3.2.1.4		In the event Sykes anticipates it will be unable to meet any Master Production Schedule provided by Adobe, Sykes shall, within a period of 24 (twenty four) hours of being provided with a Master Production Schedule by Adobe, detail in a written report the reasons for its inability to meet the Master Production Schedule and shall propose a recovery plan for discussion with Adobe.
	3.2.1.5		If Sykes does not, within a period of 24 (twenty four) hours of being provided with a Master Production Schedule by Adobe, provide Adobe with a written report setting out in detail the reasons for its inability to meet the Master Production Schedule and a proposal for a recovery plan, then Sykes shall be deemed to have accepted the terms of the Master Production Schedule and shall be bound to comply with its terms in their entirety.
	3.2.2		In addition to the provision by Adobe to Sykes of the Master Production Schedule, Adobe and Sykes shall review the terms of the Master Production Schedule on a weekly basis and any alterations to the Master Production Schedule shall be set out in writing. Following on any such alteration Sykes shall be obliged to follow the Master Production Schedule as amended.
	3.2.3		In addition to the other terms of this Clause 3.2, Adobe shall provide Sykes with a daily spreadsheet setting out on a daily basis the details of the back order of the build to order pieces and Sykes shall be obliged to follow the terms of such daily spreadsheets in fulfillment of its obligations under this Agreement.
	3.2.4		On a monthly basis during the Term, Adobe shall provide Sykes with details of units which were assembled on a build to order basis in the immediately preceding 30 (thirty) day period.
	3.2.5		During the Term Sykes shall use all reasonable endeavours to accommodate production for Adobe in accordance with this Clause 3.2 and to accommodate any additional requests made by Adobe during the Term.
	3.3		Purchase Orders and Print Authorisation forms
	3.3.1		On a regular basis, once Adobe's Master Production Schedule has been run through Sykes' MRP program, Adobe will provide Sykes with an electronic Print Authorisation form setting out Components that Sykes requires to purchase to achieve weekly build quantities of Adobe Product Packages in accordance with the Master Production Schedule as may be amended in accordance with Clause 3.2. Sykes shall use best efforts to purchase 100% of the Print Authorisation form quantities in the week specified. Sykes shall respond to Adobe's Print Authorisation form with an electronic Print Authorisation confirmation statement (including quantity and ship date) and actual ship date confirmation statement (which shall include the packing list) upon shipment of the ordered Adobe Product Packages. Adobe and Sykes will mutually agree as to specific timing for release of and confirmation of a Print Authorisation form to achieve the production goal described above.
	3.3.2		For Finished Goods, Sykes shall be required to accept Purchase Orders, Purchase Order changes and shipping orders and to provide Purchase Order confirmation details, Purchase Order shipping notification, Purchase Order receipts, shipping order confirmations and invoices using electronic communication either through EDI or a web based tool as determined by Adobe.

	"Adobe"		shall mean Adobe Systems or Adobe Benelux, as appropriate;
	"Adobe Databases"		shall mean the separate Adobe Systems and Adobe Benelux databases from time to time made available by Adobe US to Sykes US and/ or by Adobe Benelux to Sykes Europe/Sykes Asia or created by Sykes Asia, Sykes Europe or Sykes US pursuant to the provision of Services hereunder; for the purposes of this Agreement, including but not limited to the databases specified in the Schedule;
	"Adobe Financial Month(s)"		shall mean the period(s) of four or five weeks Adobe Benelux or Adobe Systems uses for internal financial accounting purposes, a list of all such months to be provided by Adobe Benelux to Sykes Europe and/or Sykes Asia, or provided by Adobe Systems to Sykes US at the beginning of the relevant financial year while this Agreement is in force;

	"Adobe Financial Quarter(s)"		shall mean the period(s) of thirteen (13) weeks Adobe Benelux or Adobe Systems uses for its internal financial accounting purposes, a list of all such quarters to be provided by Adobe Benelux to Sykes Europe and/or Sykes Asia, or provided by Adobe Systems to Sykes US, upon commencement of this Agreement and at the beginning of the relevant financial year while this Agreement is in force;
	"Adobe Financial Year"		shall mean 4th December 1999 to 1st December 2000 for financial year 2000 and, for subsequent years, such period as Adobe Systems and/or Adobe Benelux designates as its financial year for its internal financial accounting purposes;
	"Adobe Products"		shall mean Products but excluding Third Party Products;
	"Agreement"		shall mean this Agreement, as between Adobe Benelux and Sykes Europe/Sykes Asia and as between Adobe Systems and Sykes US;
	"Asia Call Center Facility"		shall mean Sykes Asia Call Center facility at 4th Floor, SMPPI Building, St. Francis Avenue, Ortigas Center, Mandaluyong City 1550, Metro Manila, Philippines or such other premises as may be approved in advance by Adobe Benelux from time to time;
	"Asia Services"		shall mean the Services provided by Sykes Asia on behalf of Adobe Benelux in at least the following (1) countries: Australia, China, Korea and (2) languages: Cantonese, English, Fukienese, Korean (when available) and Mandarin;
	"ASN Members"		shall mean certain members from time to time having access to Services;
	"CCS"		shall mean the call center software owned by Sykes US, Sykes Asia or Sykes Europe and used in the co-ordination and management of the Services by Sykes US, Sykes Asia or Sykes Europe and used by Adobe Systems or Adobe Benelux, as appropriate, and as upgraded or modified with Adobe Systems or Adobe Benelux, as appropriate, prior written approval and development requirements from time to time;
	"Charges Schedule"		shall mean Part 3 of the Schedule;
	"Client Group Manager"		shall mean in relation to the relevant Management Team, the person identified as having those responsibilities in the relevant part of the Schedule;

	"Commercial Practices"		shall mean accepted industry practice regarding the nature of work to be done and the timescales in which it is to be carried out;
	"Confidential Information"		shall have the meaning given to it in Clause 9;
	"Contract Term"		shall mean the period beginning on the Effective Date (as hereinafter defined) and ending at 12:00 midnight GMT on 1st December 2000, unless terminated earlier in accordance with the provisions hereof;
	"CSN"		shall mean the customer service number allocated to all Registered End Users and ASN Members;
	"CSR"		shall mean a customer services representative allocated to the provision of Services and forming part of the Services Team;
	"Effective Date"		shall mean 4th December 1999;
	"End User"		shall mean a licensee of the Product(s) who acquires such products for its own use rather than distribution, and shall exclude distributors, dealers, value added distributors, original equipment manufacturers, third party vendors, system integrators and other parties who have licensed the Product(s) for distribution or for any purpose other than for their own use;
	"Europe Call Center Facility"		shall mean Sykes' Call Center facility at Calder House, 599 Calder Road, Edinburgh, Scotland, EH11 4GA or such other premises as may be approved in advance by Adobe;
	"Europe Services"		shall mean the Services to be provided by Sykes Europe on behalf of Adobe Benelux in at least the following (1) countries: Belgium, Denmark, Finland, France, Germany, Iceland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, United Kingdom and (2) languages: Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Portuguese, Spanish, Swedish;
	"Incoming Request"		shall mean an incoming request from any person by fax, phone, post, e-mail or other media from time to time specified by Adobe Benelux or Adobe Systems for any of the Services, as appropriate;

	"Intellectual Property"		shall mean all intellectual property rights, similar and/or neighboring rights and sui generis rights, of whatever nature anywhere in the world and all rights pertaining thereto including but not limited to all present and future title to and/or interests therein whether recorded or registered in any manner or otherwise, including without prejudice to the foregoing generality, trade marks and service marks and applications therefor, patents and patent applications, copyright, database and unfair extraction rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods, data, source codes and object codes, discoveries, specifications, diagrams, technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;
	"Lifeline"		shall mean the Adobe Benelux or Adobe Systems intranet known as Lifeline which contains details of policies and with which Sykes Asia, Sykes Europe or Sykes US is expected to comply or such other intranet or other system as Adobe Benelux or Adobe Systems may from time to time use for such purpose;
	"Management Team"		shall mean the management team(s) set up by Sykes Asia, Sykes Europe or Sykes US to manage their respective Services under this Agreement (as more specifically detailed in the relevant Parts of the Schedule);
	"North America Call Center Facility"		shall mean Sykes US' warehouse and/or call center facility located 10101 Claude Freeman Drive, Charlotte, North Carolina 28262 and another facility located in Canada at a location to be determined.
	"North America Services"		shall mean the Services to be provided by Sykes US on behalf of Adobe Systems in the following (1) countries: Canada, the United States and Mexico, and (2) languages: English, French, and Spanish;
	"Performance Metrics"		shall mean the measurements in relation to each of the Services as set out in the relevant Services Schedule on which Sykes Asia, Sykes Europe or Sykes US shall provide reports in terms of Clause 3.6;

	"Performance Standards"		shall mean in relation to each Service, the binding performance standards identified in relation to that Service in the relevant Services Schedule;
	"Products"		shall mean Adobe Benelux or Adobe Systems products and Third Party products, as appropriate, or as otherwise defined in a Schedule;
	"QBR"		shall mean the quarterly business review in relation to each quarter to review performance of Services in the preceding quarter, problems encountered and to set goals and objectives for Sykes Asia, Sykes Europe or Sykes US for the following quarter to be held by the parties in terms of Clause 3.10;
	"Registered End Users"		shall mean End Users who have been Verified and entered into the Sales and Registration Database or Type On Call Database, as the case may be;
	"Sales and Registration"		shall mean the database held by Sykes Asia, Sykes Europe or Sykes US, as appropriate, and containing, among other information, details of appropriate Registered End Users in Asia, Europe and North America, respectively, and product registration for such Registered End Users.
	"Schedule"		shall mean the schedule appended hereto which shall form part of this Agreement;
	"Services"		shall mean the services provided by Sykes US, Sykes Asia and/or Sykes Europe or as otherwise defined in a statement of work or in Part 2 of the Schedule;
	"Services Team"		shall mean the Sykes US, Sykes Asia and Sykes Europe employees allocated to the provision of North America Services, Asia Services, Europe Services, respectively;
	"SKU(s)"		shall mean the stock keeping unit numbers allocated to stock held by Sykes US, Sykes Asia or Sykes Europe;
	"Sykes Associated Company"		shall mean any group or party other than Sykes Asia, Sykes Europe, or Sykes US affiliated with and providing Services for or on behalf of Sykes Asia, Sykes Europe, or Sykes US;
	"Trade Marks"		shall have the meaning given to it in Clause 13.3;
	"Training"		shall mean the training for the provision of Services;

	"Type On Call Countries"		shall mean United Kingdom, Eire, France, Germany, Austria, Netherlands, Sweden, Belgium, Switzerland, Algeria, Australia, Botswana, Brazil, Bulgaria, Burkina Faso, Canada, Channel Islands, China, the Commonwealth of Independent States, Corsica, Crete, Croatia, Cyprus, Czech Republic, Czechoslovakia, Denmark, Egypt, Estonia, Faroe Islands, Finland, Gibraltar, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Israel, Italy, Ivory Coast, Jordan, Kenya, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Mexico, Monaco, Mongolia, Namibia, Norway, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Tanzania, Tunisia, Turkey, United Arab Emirates, United States, Yemen, Yugoslavia, Zambia and Zimbabwe and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);
	"Type On Call Database"		shall mean the database held by Adobe Benelux or Adobe Systems to which Sykes US, Sykes Europe or Sykes Asia has access in terms of this Agreement which holds, among other information, details of all Registered End Users who have registered Type On Call Products;
	"Type On Call Languages"		shall mean Cantonese, Dutch, English, Finnish, French, Fukienese, German, Italian, Mandarin, Norwegian, Spanish, Dutch and Swedish and such other languages as the parties may agree in writing from time to time;
	"Type On Call Product"		shall mean the Adobe Product (as amended from time to time by Adobe) containing various Adobe fonts which require to be unlocked for use by End Users following registration using the Type On Call Services;
	"Type On Call Services"		shall mean the Services under which Sykes US, Sykes Europe or Sykes Asia will register their respective End Users for Type On Call Products and provide unlocking Services to their respective Registered End Users to allow them to unlock fonts within the Type On Call Product;
	"Updates"		shall mean updates, patches, bug fixes and/or workarounds which Adobe Benelux or Adobe Systems may from time to time make available in relation to Adobe Products (whether on the Internet or otherwise);

	"Verified"		shall mean that the customer services number of the End User in question has been verified in accordance with mutually agreed upon procedures;
	"Working Day"		shall mean each weekday (i.e. Monday through Friday inclusive) during the Contract Term other than Christmas Day and New Year's Day, and such weekend days (i.e. Saturday and Sunday) as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed).

ADOBE BENELUX Adobe Systems Benelux B.V.		SYKES EUROPE Sykes Europe Limited
/s/ HAL COVERT		/s/ SCOTT J. BENDERT
Authorized Signature		Authorized Signature
Hal Covert		Scott J. Bendert
Printed Name		Printed Name
EVP and CFO		Sr. VP and Director
Title		Title
1/28/00		January 26, 2000
Date		Date
ADOBE SYSTEMS Adobe Systems Benelux B.V.		SYKES ASIA Sykes Asia Pacific
/s/ GRAHAM FREEMAN		/s/ SCOTT J. BENDERT
Authorized Signature		Authorized Signature
Graham Freeman		Scott J. Bendert
Printed Name		Printed Name
Sr. VP, WWSS		Sr. VP and Director
Title		Title
1/28/00		January 26, 2000
Date		Date
		SYKES US
		/s/ SCOTT J. BENDERT
		Authorized Signature
		Scott J. Bendert
		Printed Name
		Sr. VP—Finance & CFO
		Title
		January 26, 2000
		Date

		TURNKEY AGREEMENT
		between
		ADOBE SYSTEMS INTERNATIONAL LIMITED PARTNERSHIP having a Cayman Islands Registered Number 11653 c/o Ernst & Young Corporate Centre, Suite 305, P.O. Box 1383, Bay Street, Bridgetown, Barbados
		and
		SYKES EUROPE LIMITED, a company incorporated under the Companies Acts and having a place of business at Nether Road, Galashiels, Selkirkshire, TD1 3HE (hereinafter called "Sykes")

	WHEREAS
(A)		Adobe owns or licenses certain Software Products and related Documentation (all as after defined).
(B)		Sykes desires to obtain the right to serve as one of Adobe's turnkey suppliers of Software Products as requested by Adobe on the terms and conditions contained herein.
	1.	DEFINITIONS
		As used in this Agreement, the following terms shall have the following respective meanings unless the context otherwise requires:
	1.1	"Adobe" shall refer to Adobe Systems International Limited Partnership and any member of the Company Group.
	1.2	"Adobe Designated Destination" shall mean any location to which Adobe instructs Sykes to ship Adobe Product Packages.
	1.3	"Adobe Product Package" shall mean the Software, Documentation, end user agreements, packaging materials and any related materials identified by Adobe in the Master Production Schedule and Bill of Materials for one or more products ("Adobe Product Packages"). The Adobe Product Packages may be removed, changed, or added to by Adobe, in its sole discretion. A detailed description of what is included in each Adobe Product Package will be supplied by Adobe to Sykes in accordance with Clause 4.3.
	1.4	"Adobe Product Release" shall mean a version of the product generally released to the public with a version number such as 6.x until it is replaced by a new Adobe Product Release. A new Adobe Product Release would be a change in version from version 6.0 to 6.5 or 6.0 to 7.0 but would not be a change in version from 6.0 to 6.0.7.

	1.5		"Bill of Materials" shall mean a list, a sample of which is attached hereto as Part 1 of the Schedule, that describes the type and quantity of Components needed to build a particular version of an Adobe Product Package.
	1.6		"Company Group" means Adobe Systems Incorporated, a Delaware corporation having a place of business at 345 Park Avenue, San Jose, California, USA and its subsidiaries and affiliates.
	1.7		"Components" shall mean components to be used by Sykes or any Submanufacturers (as after defined) to produce Finished Goods in accordance with the Print Authorization form and Master Production Schedule.
	1.8		"Confidential Information" shall mean any and all of Adobe's technical and non-technical information including patent, copyright, trade secret, and proprietary information, techniques, sketches, drawings, models, inventions, know-how, processes, apparatus, equipment, algorithms, software programs, software source documents and formulae related to the current, future and proposed products and services referred to in this Agreement and includes, without limitation, Adobe's information concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing, manufacturing, customer lists, business forecasts, sales and merchandising, marketing plans and all information disclosed by Adobe to Sykes.
	1.9		"Documentation" shall mean Adobe's published materials used with Adobe Product Packages.
	1.10		"Effective Date" shall mean 4 December 1999.
	1.11		"Finished Goods" shall mean Adobe Product Packages completed by Sykes or Submanufacturer (as after defined) in accordance with the Master Production Schedule.
	1.12		"Fiscal Month" shall mean the months described in the schedule provided by Adobe to Sykes as part of the Master Production Schedule.
	1.13		"Inventory" shall mean (i) the Adobe Product Packages which have been completed by Sykes, (ii) all of Sykes' work in progress with respect to the Adobe Product Packages, (iii) all materials or Components for Adobe Product Packages which have been ordered by Adobe and received by Sykes or are on order by Sykes with its Submanufacturers (as after defined) (to the extent such materials or Components are non-cancelable or if cancelable, are not subject to any cancellation charges) only to the extent such items (i), (ii) and (iii) are required to fulfill up to one hundred percent (100%) of the completed Adobe Product Packages referenced in Adobe's Purchase Orders or Master Production Schedule which remain unshipped to Adobe.
	1.14		"IP Rights" shall mean all of Adobe's and Adobe's suppliers' intellectual property rights, similar and/or neighbouring rights and sui generis rights, inter alia, database protection of whatever nature anywhere in the world and all rights pertaining thereto including but not limited to all present and future title to and/or interests therein whether recorded or registered in any manner or otherwise, including, without prejudice to the foregoing generality, the Trade Marks and other trade marks and service marks and applications therefor, patents and patent applications, copyright, database rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods, data, source codes, and object codes, discoveries, specifications, diagrams, technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;

	1.15		"Master Media" shall mean the original reproducible media to be used by Sykes to reproduce the contents of each Adobe Product Package, including, but not limited to, CD, disk, film and paper.
	1.16		"Master Production Schedule" shall mean a two monthly schedule a sample of which is attached hereto as Part 2 of the Schedule given by Adobe to Sykes which may include inter alia: an estimate of the materials projected by Adobe to be needed by Sykes for the manufacture of one or more Adobe Product Packages; a forecast of Finished Goods required by Adobe to be provided by Sykes; and details of any goods given to Sykes by Adobe to be worked upon by Sykes in accordance with Adobe's instructions.
	1.17		"Print Authorisation form" shall mean an electronic document from Adobe to Sykes, a sample of which is attached hereto as Part 3A of the Schedule, describing Components to be purchased by Sykes.
	1.18		"Purchase Order" is an electronic document from Adobe to Sykes, a sample of which is attached hereto as Part 3B of the Schedule describing the quantity, sku number, price, and terms for which Adobe is offering to purchase Finished Goods items which are to be manufactured by Sykes or Submanufacturers (as after defined) in accordance with the Master Production Schedule.
	1.19		"Schedule" means the Schedule in 9 parts attached hereto which shall be deemed to form part of this Agreement.
	1.20		"Software" shall mean the copy(ies) of the Software Products in object code.
	1.21		"Software Products" shall mean the copy(ies) of the Software and the Documentation for the Adobe Products Packages which are supplied to Adobe by Sykes pursuant to this Agreement. For the avoidance of doubt, all categories of Adobe software set out in either the Master Production Schedule or the Purchase Order are deemed to be Software Products.
	1.22		"Special Printing Aids" shall mean printed materials including: Silkscreens for CD's, t-shirts and other marketing items; steel dies for embossing and engraving; cutting dies for packaging and stickers; lithographic plates for the printing presses; films; files and artwork.
	1.23		"Specifications" shall mean the detailed specification provided by Adobe to Sykes setting out details of the Components that are to be used by Sykes in fulfillment of its obligations in terms of this Agreement a sample of which is attached hereto as Part 4 of the Schedule.
	1.24		"Statement of Work" shall mean the statement of work provided to Sykes by Adobe which describes the services to be provided by Sykes to Adobe in terms of this Agreement and which is attached as Part 9 to the Schedule.
	1.25		"Trademarks" shall mean the trademarks used by Adobe and its suppliers to identify the Adobe Product Packages.
	2.		AUTHORIZATION OF MANUFACTURER
	2.1		Reproduction
			Subject to the terms and conditions of this Agreement, Adobe authorizes Sykes, on a non-exclusive basis, to use the Master Media to reproduce and assemble the Adobe Product Packages for distribution exclusively to Adobe for shipment only to Adobe Designated Destinations, and Sykes accepts such appointment.

	3.3.3		Sykes shall conform to the terms and conditions attached to the Print Authorisation form and to the Purchase Order which are deemed to form part of the Print Authorisation form or the Purchase Order (as the case may be) unless said terms and conditions are at variance with the terms and conditions of this Agreement in which case the terms and conditions of this Agreement shall prevail.
	3.4		Miscellaneous Order Information
	3.4.1		Sykes shall (or shall procure that Submanufacturers shall) assemble the Components described in the Print Authorisation form pursuant to the Specifications. Sykes shall invoice Adobe for assembled Adobe Product Packages as provided in Clause 6.3 ("Invoices").
	3.4.2		Sykes shall provide such production reports as are reasonably required by Adobe, formats of which are set out in the Statement of Work.
	3.5		Title and Risk
	3.5.1		Notwithstanding any provision to the contrary within this Agreement:
	3.5.1.1		Title to all Finished Goods shall pass to Adobe as soon as said Finished Goods are completed by Sykes or any Submanufacturers;
	3.5.1.2		Title to all Components shall pass to Adobe as soon as said Components are delivered to Sykes' facilities or any Submanufacturer's facilities as appropriate;
	3.5.2		For the avoidance of doubt the provisions of Clause 3.5.1 shall apply whether or not any Finished Goods or Components are in the possession of Sykes or any Submanufacturers.
	3.5.3		Sykes undertakes to ensure that all Finished Goods, Components and any other part of the Inventory are marked clearly as being the property of Adobe and are not intermingled with any property of Sykes or any property belonging to any third parties including suppliers or Submanufacturers.
	3.5.4		Risk of loss or damage in relation to Components and all work in progress shall be with Sykes.
	3.5.5		Risk of loss or damage in relation to Finished Goods shall be with Adobe.
	4.		MEDIA REPLICATION
	4.1		Materials
	4.1.1		Adobe will provide Sykes or Submanufacturers, at Adobe's sole option, with one (1) copy of the Master Media included in each Adobe Product Package as necessary for Sykes to fulfill its obligations under this Agreement. Upon receipt of the Master Media for an Adobe Product Package, Sykes or any Submanufacturers shall test the Master Media for viruses and faults. Sykes or any Submanufacturers will not commence quantity reproduction of the Master Media until Sykes or any Submanufacturers have tested the Master Media and taken reasonable care to ensure that the Master Media is free from defects or viruses. Sykes agrees to store (or to procure where appropriate that any Submanufacturers store) the Master Media in a locked, secure, separate location for production and archival purposes. Sykes agrees to produce the Software for Adobe Product Packages only from the Master Media supplied to Sykes by Adobe and only in quantities due in terms of the Master Production Schedule.

4.1.2		When any viruses or faults are discovered by Sykes or Submanufacturers in accordance with Clause 4.1.1 hereof, Sykes undertakes to immediately notify Adobe that a virus or fault has been found and will await further instruction from Adobe as to how to proceed.
4.2		Acceptance
		The Master Media, other Adobe-reproduced media and other materials shipped by Adobe to Sykes will be deemed to have been accepted by Sykes unless Sykes delivers a notice to Adobe specifying the nature of any material defect or quantity discrepancies within two (2) business days from the delivery of such material (a business day for the purposes of this Clause 4.2 shall mean a day on which the Scottish Clearing Banks are open for business).
4.3		Specification
		Adobe will provide Sykes with documentation along with updates and revisions, and other materials relating to the reproduction and assembly of the Adobe Product Packages such as Adobe authorised suppliers, Bill of Materials and Specifications, and Sykes shall be obliged to Comply with the terms of said documentation including any updates and revisions given to Sykes by Adobe.
5.		INVENTORY
5.1		Inventory Control
		Sykes agrees to comply with all the procedures set forth in the Statement of Work in relation to inventory control.
5.2		Excess Inventory
5.2.1		Adobe shall provide Sykes with a monthly report setting out End of Life (EOL) and obsolescence designations for: (i) Components used by Sykes or any Submanufacturers to construct Finished Goods in terms of this Agreement and/or; (ii) Finished Goods themselves. An EOL Designation shall mean that a particular Component or Finished Good shall become obsolete within a period of 6 months.
5.2.2		Adobe shall provide Sykes with as much notice as possible of particular Components or Finished Goods having an EOL Designation and Sykes shall be under an obligation to amend its work practices in terms of this Agreement accordingly.
5.3		Obsolete Inventory
		Any part of the Inventory which is deemed to be obsolete by Adobe in accordance with this Clause 5 shall either be delivered to Adobe or destroyed by Sykes (at the sole discretion and cost of Adobe). Notwithstanding the foregoing, Sykes shall be responsible for the cost of such delivery or destruction where there is obsolete inventory due to the overmanufacture of Components or Finished Goods by Sykes or any Submanufacturers (by way of illustration only this shall include where an EOL Designation had been given to Sykes by Adobe in accordance with this Clause 5 and Sykes had not amended its work practices in compliance with Clause 5.2.2.).
6.		OBLIGATIONS OF SYKES

6.1		Manufacturing
		Sykes and any Submanufacturers will manufacture the Adobe Product Packages in accordance with the most recent versions of Adobe's quality standards, Statement of Work, Specifications and any other instructions given by Adobe to Sykes prior to commencement of manufacture pursuant to the Master Production Schedule. Sykes will provide Adobe reasonable access to Sykes and Submanufacturers facilities to inspect the Adobe Product Packages, Inventory and their manufacture and undertakes to ensure (without prejudice to Clause 13 hereof) that Adobe has this right of access in terms of written agreements entered into between Sykes and Submanufacturers. Notwithstanding the foregoing, Sykes undertakes, at the request of Adobe, to inspect Submanufacturers facilities at regular intervals on behalf of Adobe and to deliver a report to Adobe within [*] of said inspection taking place confirming that any Submanufacturers so inspected are manufacturing the Adobe Product Packages in accordance with Adobe's quality standards (including without prejudice to the foregoing the manufacturing standard set out in Clause 6.2 hereof), Statement of Work, Specifications and any other instructions given by Adobe to Sykes.
6.2		Delivery to Adobe Designated Destinations; Acceptance
		Sykes will ship the Adobe Product Packages to Adobe Designated Destinations according to the delivery schedule set forth by Adobe pursuant to Clause 3 (Master Production Schedule, Purchase Orders and Print Authorisation forms). Ail Adobe Product Packages shall be packed in accordance with any instructions given by Adobe and good standards of care. Sykes will conduct product inspections in accordance with the guidelines set forth in Adobe SOP 11-007, Product Inspection Requirements for Turnkey Suppliers (a copy of which is attached as Part 8 of the Schedule) to ensure all Finished Goods shipped to Adobe Designated Destinations conform to specification and are free from defects in materials and workmanship. Adobe shall be entitled to reject any Adobe Product Package after delivery if it is found to be defective in materials or workmanship. Adobe Product Packages rejected by Adobe shall be returned to Sykes to be reworked or replaced by Sykes and reshipped to Adobe freight prepaid within a period of 3 days of being so returned by Adobe.
6.3		Invoices
		Sykes' invoices shall be submitted using electronic communication either through EDI or a web based tool as determined by Adobe and shall contain the following information: Adobe Purchase Order number, Purchase Order line item, product name, description of product, quantities, unit prices, extended totals, invoice number and date, remit to address, SKU, item number and any other information mutually agreed to by the parties. Bills of lading, express receipts, or other proof of delivery shall be furnished upon Adobe's request. All invoices must identify the Adobe Purchase Order or they will not be paid. Sykes will invoice Adobe no earlier than the delivery date to Adobe.
6.4		Financial Statements
		In the event that Sykes is not a publicly traded company, upon Adobe's request, Sykes will deliver to Adobe profit and loss statements and balance sheets for Sykes, for the immediately preceding fiscal quarter of Sykes, prepared by Sykes' Chief Financial Officer. Such information will be treated as confidential by Adobe and disclosed only to Adobe full-time employees on a need-to know basis.
* CONFIDENTIAL TREATMENT REQUESTED

6.5		Records and Reports
		Sykes will maintain records of all Documentation, Master Media, Inventory, IP Rights, Confidential Information, and all related materials relating to the Adobe Product Packages. Sykes will, at Adobe's request either (i) send Adobe copies of all such records or (ii) allow Adobe access to its facilities to inspect such records.
6.6		Account Management
		Sykes agrees to assign a team to manage Adobe's account as approved by Adobe. The Sykes' Adobe Account Manager will be available to meet with Adobe personnel during normal business hours (for the purposes of this Clause 6.6 normal business hours shall mean Monday to Friday 8am to 5pm or, in emergency, such other hours as are necessary at Adobe's discretion) to review schedules, attend new product planning meetings, and address other issues of concern. The Account Manager and team shall participate with Adobe's manufacturing team in joint operations committee meetings which will convene as often as is required by Adobe (via teleconference or in person) to address and resolve all operational, quality, scheduling, supplier and capacity issues as can be expected to arise in the normal course of business. In the event that Adobe is dissatisfied with the Adobe Account Manager for any valid commercial reason, Adobe will ask Sykes to assign a new Account Manager who is mutually agreeable to Adobe and Sykes and Skyes shall be obliged to assign an interim Account Manager to Adobe within a 7 day period and to assign a permanent replacement Account Manager within a 6 week period.
6.7		Capacity
6.7.1		Sykes shall, either itself, or through Submanufacturers provide sufficient capacity to manufacture all quantities or volumes required by Adobe in terms of the Master Production Schedule as amended from time to time.
6.7.2		If the volumes required by Adobe in terms of the Master Production Schedule as amended from time to time require use by Sykes of overtime, weekends, holidays, additional Submanufacturers or additional facilities which result in additional cost to Sykes, then Sykes shall provide Adobe with reasonable notice and an estimate of such additional cost and the parties hereto shall agree what additional cost shall be borne by Adobe prior to Sykes or Submanufacturers commencing manufacturing.
6.8		Reporting Requirements
6.8.1		Without prejudice to Clause 6.2 hereof Sykes shall comply with the reporting requirements set out in the Statement of Work or as otherwise requested by Adobe.
6.8.2		Without prejudice to Clause 6.2 hereof, during the manufacturing process carried out by Sykes in terms of this Agreement Sykes shall supply Adobe with samples in accordance with the provisions set out in the Statement of Work.
6.9		Virus Checks
		In addition to any other references to virus checks in this Agreement Sykes shall (or shall procure that Submanufacturers shall):
6.9.1		perform one ore more virus scans using the latest release of one or more commercially released virus scan software products on all disk Master Media immediately prior to duplicating;

6.9.2		perform media verification on a disk or diskettes as requested by Adobe, and generate a separate check sum for each diskette which is identical to the check sum that is supplied by Adobe;
6.9.3		perform a complete file server backup and virus scan using the latest release of one or more commercially released virus scan software products weekly on the replication/duplication network (being the replication network for the purposes of disks and the duplication network for the purposes of CD's). Any backup media shall be stored in a fire safe. The network virus software shall continuously monitor all replication/duplication network (being the replication network for the purposes of disks and the duplication network for the purposes of CD's) file activity as an added precaution and will automatically initiate a system shut down of workstation notification if any suspected virus is detected;
6.9.4		if a virus is found by Sykes (or Submanufacturers) in terms of this Clause 6.9, clean it from the hard drive or network if required, and notify Adobe immediately that a virus has been found. Sykes and any Submanufacturer shall wait for further instruction from Adobe and verification to proceed;
6.9.5		not (and undertake to procure that Submanufacturers shall not) introduce viruses to CD's that are replicated in terms of this Agreement.
6.10		Millennium Compliance
6.10.1		Sykes warrants that the performance, operation and functionality of: (i) all Components used by it in the performance of its obligations in terms of this Agreement and (ii) all Finished Goods supplied by it to Adobe in terms of this Agreement shall: (A) not be affected in any manner or respect (whether by error, interruption or otherwise) by the inputting, processing or outputting of: (a) dates prior to, during and after the year 2000 or in any other respect after 31 December 1999 by virtue only of passing that date (b) dates during any leap year; and/or (c) the date 9th September and; (B) comply with the definition of Year 2000 conformity (and the rules stated in relation to that definition) prepared by the British Standards Institution (document reference DISC PD- 2000 a copy of which is attached as Part 5 of the Schedule).
6.10.2		Sykes undertakes to ensure that all Components and Finished Goods supplied to it by Submanufacturers or suppliers in terms of this Agreement comply with the definition of Year 2000 conformity (and the rules stated in relation to that definition) prepared by the British Standards Institution (document reference DISC PD-2000).
6.11		Location of Sykes
		If Sykes intends to relocate all or any part of its business from Galashiels, Scotland, it shall give Adobe no less than [*] notice of its intention to so relocate and also details of where it intends to relocate to. Adobe expressly reserves the right to terminate this Agreement by notice in the event that Sykes intends to relocate all or any part of its business from Galashiels, Scotland.
6.12		Business Continuity Plan
6.12.1		Sykes undertakes that it shall, during the Term, comply with and follow its business continuity plan (the "BCP") in effect from time to time (a copy of the plan dated November 1998 has been exhibited to Adobe).
* CONFIDENTIAL TREATMENT REQUESTED

6.12.2		Sykes undertakes that it shall, during the Term, continually review, update and improve the BCP and, that it shall not make any amendments to the BCP without the prior consent of Adobe.
7.		PAYMENTS AND TAXES
7.1		Payments
		Provided Sykes is in compliance with the terms and conditions of this Agreement, Adobe shall pay Sykes:
7.1.1		the amounts in respect of services to be performed and Finished Goods to be supplied by Sykes hereunder which have been accepted by Adobe in terms of a Purchase Order; and
7.1.2		the payment set out in Part 7 Section A of the Schedule.
7.2		For the avoidance of doubt, the parties hereto hereby acknowledge that no other payments of whatsoever nature other than the foregoing payments set out in this Clause 7.1 shall be payable by Adobe to Sykes in terms of this Agreement.
7.2.1		Invoices properly submitted by Sykes shall be payable net thirty (30) days from date of receipt by Adobe of Sykes invoice (in accordance with Clause 6.3 hereof in respect of payments made in terms of Clause 7.1.1).
7.2.2		If Adobe disputes any portion of any invoice given by Sykes to Adobe, then Adobe will pay the undisputed portion and shall promptly inform Sykes of the nature of the dispute. The parties will use their best efforts to resolve the dispute promptly in accordance with the escalation procedures set out in the Statement of Work.
7.2.3		Payment of an invoice shall not constitute acceptance of products and will be subject to adjustment for errors, shortages, defects or other failure to meet the requirements of this Agreement.
7.2.4		Adobe may, in its own discretion, make payment to Sykes pursuant to this Agreement by electronic means and Sykes confirms that it shall accept said payment by such method.
7.3		VAT
		In respect of all payments to be made by Adobe to Sykes in terms of this Agreement, Sykes shall be obliged to provide Adobe with a valid VAT invoice.
7.4		Most favourable payment terms
7.4.1		If at any time during the Term Sykes provides goods or services similar to the goods or services provided in terms of this Agreement to any third party on payment terms which are more favourable in respect of such goods or services than the payment terms provided herein then the parties agree that the payment terms applying to provision of such goods or services hereunder shall, at the request of Adobe, be amended to provide for such favourable payment terms.
7.4.2		Notwithstanding the provisions of Clause 7.4.1 hereof, Sykes shall not be obliged to disclose the identity of any such third party.
7.4.3		Sykes shall be bound to inform Adobe immediately if any such circumstances as set out in Clause 7.4.1 arise at any time during the Term.

7.5		Taxes and Duties
		Except as otherwise provided in this Agreement, Adobe agrees to pay any sales, use, import or export, value added or similar tax or duty relating to Adobe Product Packages delivered pursuant to the terms of this Agreement, other than those based on Sykes' net income (subject to full details of said taxes or duties being set out on invoices provided by Sykes to Adobe in terms of this Agreement). If a resale certificate or other certificate or document of exemption is required in order to exempt Adobe Product Packages from any such liability, Sykes will promptly execute and furnish such document or certificate to Adobe.
8.		WARRANTY
8.1.1		Conformance to Specifications Sykes warrants that:
8.1.1.1		Adobe Product Packages and any Inventory sold to Adobe: (i) will be free and clear of all liens and encumbrances caused by Sykes; (ii) will conform, in all respects, to the Specifications; and (iii) will be of satisfactory quality and otherwise free from defects in materials and workmanship and;
8.1.1.2		no viruses shall be introduced to CD's that are replicated by Sykes or Submanufacturers in terms of this Agreement.
8.1.2		Without prejudice to Clause 13 hereof, Adobe will conduct periodic inspections at Adobe's, Sykes' and Submanufacturers' facilities of Adobe Product Package lots, and notify Sykes in writing of failure to conform to Specifications. Each such notice shall describe the lot virus or defect or the isolated virus or defect (collectively, a "Defect"), as the case may be, in reasonable detail.
8.1.3		If Adobe experiences field failures traceable to a defect severe enough at Adobe's discretion to warrant retraction of distributed Adobe Product Packages, Sykes shall provide immediate support to Adobe in taking corrective action including, if appropriate, a recall program at Sykes expense to repair or replace all Adobe Product Packages which may be defective.
8.1.4		Without prejudice to Clause 8.1.3, if a Defect is caused by the accident, abuse, misuse, neglect, alteration or repair by Sykes or its Submanufacturers or suppliers then Adobe may return the Adobe Product Packages subject to such Defect to Sykes at Sykes' expense, and Sykes will reimburse Adobe for such shipping costs provided that Sykes has consented to the shipping method and cost prior to the return of such Adobe Product Packages (such consent not to be unreasonably withheld) and Sykes shall either repair, replace, or credit Adobe for the price charged by Sykes to Adobe of such Adobe Product Packages (the option being in Sykes' sole discretion).
8.2		Free from defects
		In the event Adobe authorizes Sykes to reproduce CD's or disks from the Master Media, Sykes warrants that:
8.2.1		the reproduced media will be free from defects in materials and workmanship for a period of one (1) year from the date of its delivery to Adobe and;
8.2.2		the software portions of the Adobe Product Packages shall digitally match the Master Media.

8.3		Insurance
		Sykes shall obtain and maintain product liability, public liability and professional indemnity insurance policies each with caps of [*] Sterling or any statutory minimum in place from time to time, in respect of each of such policies with a reputable insurance company in respect of Sykes liabilities hereunder both during subsistence of this Agreement and for a period of five years after its expiry or termination. For as long as such insurance is required as aforesaid, Sykes shall submit to Adobe annually (on the anniversary of the Effective Date):—

		a.		copies of all relevant insurance policies; and
		b.		such evidence of payment of premiums (including payment receipts) as Adobe shall reasonably require in respect of such insurance to show that it has been obtained and renewed.

		Without prejudice to the foregoing Adobe shall be entitled to require sight of such evidence of insurance.
9.		IP RIGHTS AND CONFIDENTIAL INFORMATION
9.1		Acknowledgment and Protection of IP Rights
		Sykes acknowledges that the Documentation, Master Media, Inventory, IP Rights, Confidential Information Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials relating to the Adobe Product Packages only to employees and consultants of Sykes or Submanufacturers approved by Adobe pursuant to Section 2.5 ("Use of Third Parties") with a need to know such information and who have signed confidentiality agreements or other written policies of Sykes which obligate them to take all reasonable precautions to prevent disclosure of such Confidential Information to other parties (said confidentiality agreements or written policies to be no less onerous than those set out in this Clause 9) .
9.2		No Publicity
		Sykes shall not publicly disclose the existence of this Agreement nor disclose any terms of this Agreement, orders, forecasts or deliveries hereunder at any time, without the prior written consent of Adobe. Neither party shall disclose the terms of this Agreement without the prior written consent of the other party, except (i) as may be required by law or (ii) such limited disclosure as may be reasonably necessary to either party's bankers, lawyers or accountants.
9.3		Confidentiality
		Sykes agrees that it will not reproduce, make use of, disseminate, or in any way disclose Confidential Information to any person, firm or business, except to the extent necessary for negotiations, discussions, and consultations with personnel or authorised representatives of Adobe, and for the purpose of fulfilling the terms of this Agreement.
9.4		Sykes agrees that it shall treat all Confidential Information with the same degree of care as it accords to its own confidential information and Sykes represents that it exercises reasonable care to protect its own confidential information.
* CONFIDENTIAL TREATMENT REQUESTED

9.5		Sykes agrees that it will not modify, reverse engineer, decompile, create other works from, or disassemble any software programme contained in the Confidential Information, Master Media or Adobe Product Packages.
9.6		Sykes obligations in terms of 9.3, 9.4 and 9.5 and with respect to any portion of Confidential Information shall terminate when and if Sykes can document that (a) it was in the public domain at or subsequent to the time it was communicated to Sykes by Adobe through no fault of Sykes (b) it was rightfully in Sykes' possession free of any obligation of confidence at or subsequent to the time it was communicated to Sykes by Adobe; (c) it was developed by employees or agents of Sykes independently of and without reference to any information communicated to Sykes by Adobe; or (d) the communication was in response to a valid order by a court or other governmental body, was otherwise required by law, or was necessary to establish the rights of either party under this Agreement.
9.7		Adobe agrees to treat as confidential any information which is confidential and proprietary to Sykes and which is provided to Adobe during the term of the Agreement at Adobe's request, and to ensure that all appropriate precautions are in place to ensure that all such information is treated as confidential by it, its officers and employees. Adobe's obligations in terms of this Clause 9.7 and with respect to any portion of such confidential information shall terminate when and if Adobe can document that (a) it was in the public domain at or subsequent to the time it was communicated to Adobe by Sykes through no fault of Adobe; (b) it was rightfully in Adobe's possession free of any obligation of confidence at or subsequent to the time it was communicated to Adobe by Sykes; (c) it was developed by employees or agents of Adobe independently of and without reference to any information communicated to Adobe by Sykes; or (d) the communication was in response to a valid order by a court or other governmental body, was otherwise required by law, or was necessary to establish the rights of either party under this Agreement.
9.8		Neither party shall communicate any information to the other in violation of the proprietary rights of any third party.
10.		PROPRIETARY NOTICES & TRADEMARKS
10.1		Proprietary Notices
		Sykes agrees that each Adobe Product Package shall contain the same proprietary notices that appear on or in the Master Media and other materials delivered by Adobe to Sykes, and any other notices required by Adobe to preserve Adobe's and its suppliers' IP Rights.
10.2		Ownership of Marks
		Sykes acknowledges the validity of the Trademarks and their ownership by Adobe or its suppliers, agrees that it will do nothing inconsistent with such ownership and that all use of the Trademarks by Sykes shall inure to the benefit of and be on behalf of Adobe and its suppliers. Sykes agrees that nothing in this Agreement shall give Sykes any right, title or interest in the Trademarks other than the right to use the Trademarks in accordance with this Agreement and Sykes agrees that it will not challenge the title of Adobe or its suppliers to the Trademarks.

10.3		Infringement Proceedings
		Sykes agrees to notify Adobe of any unauthorized use of the Trademarks or any Component of the Adobe Product Packages by others promptly as such use comes to Sykes' attention. Adobe shall have the sole right and discretion to bring infringement or unfair competition proceedings involving for said unauthorized use. On request by Adobe, Sykes shall provide Adobe at the expense of Adobe, with such assistance as is required by Adobe (acting reasonably) in bringing said infringement or unfair competition proceedings.
11.		PATENT, COPYRIGHT AND TRADEMARK INDEMNITY
11.1		Subject to the limitations set forth herein below, Adobe shall defend Sykes from all claims, suits or proceedings with respect to any claim that the Adobe Product Packages as designed by Adobe, infringe upon any European Union ("EU") member state copyright, trade mark or patent; provided, however, that Sykes, at its own expense (i) promptly notifies Adobe in writing of such claim, suit or proceeding (ii) gives Adobe the right to control and direct investigation, preparation, defense and settlement of any claim, suit or proceeding; (iii) makes no admission of liability; and (iv) gives assistance and full co-operation for the defense of same and further provided that Adobe's liability with respect to portions of Adobe Product Packages provided by or licensed from third parties will be limited to the extent Adobe is indemnified by such third parties. Adobe shall pay any resulting damages, costs and expenses finally awarded to a third party but Adobe is not liable for such amounts, or for settlements incurred by Sykes without Adobe's written authorisation. If such claim, suit or proceeding has occurred or, in Adobe's opinion, is likely to occur, Adobe may, at its election and expense, either obtain for Sykes the right to continue manufacturing such allegedly infringing Adobe Product Packages, replace or modify the Adobe Product Packages so they are not infringing, or remove such Adobe Product Packages from this Agreement.
11.2		Limitations on Indemnity
		The provisions of the foregoing indemnity shall not apply with respect to any instances of infringement based upon or arising out of use of any Adobe Product Package which has been modified by Sykes or any third party (except to the extent such modifications are authorized and approved by Adobe). Notwithstanding any other provisions, the foregoing indemnity shall not apply with respect to any infringement based on Sykes' activities occurring subsequent to its receipt of notice of any claimed infringement unless Adobe shall have given Sykes written permission to continue to reproduce and assemble the allegedly infringing Adobe Product Package. This shall be Adobe's sole and exclusive obligation for breach of this indemnity.
12.		FORCE MAJEURE
12.1		Neither party shall be liable by reason of any failure or delay in the performance of its obligations under this Agreement on account of strikes, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labour conditions, earthquakes, material shortages or any other cause which is beyond the reasonable control of such party. If such events cause a failure or delay by Sykes, then Sykes will notify Adobe of the causes of such failure or delay and the period of performance will be extended by a period equal to the delay caused by such event.

12.2		Upon determination by Adobe that the event will impact Sykes print and/or production of Adobe product for a period to exceed [], Sykes will immediately arrange to shift production to such other Sykes European or Ireland Customer Operations Centres (if assembly impacted) or to other print suppliers (if print plant impacted), to bring Adobe production back to delivery schedule level as quickly as possible, and in no case longer than []. Sykes will participate with Adobe, at Adobe's discretion, to recover print or production through other Adobe third party vendors as may be required to ensure restoration of Adobe revenue shipments. Upon resolution of any such event, Sykes will make every effort to allocate its print and/or production capacity, without additional cost to Adobe, to meet required delivery schedules, and to restore print and/or production to the original plants. For the avoidance of doubt, if there is any conflict between this Clause 12 and the BCP, the provisions of this Clause 12 shall prevail.
13.		RIGHT OF AUDIT
13.1		Sykes shall (and shall procure that all Submanufacturers shall) permit Adobe and/or its nominated representatives to inspect Sykes' and/or Submanufacturer's records pertaining to the services provided in terms of this Agreement (including, without limitation to the foregoing, all financial records) and to enter any premises of Sykes or Submanufacturers at which the Adobe Product Packages are being manufactured and/or stored and to inspect the activities at such premises to ensure compliance by Sykes and/or Submanufacturers with all the terms of this Agreement including, without prejudice to the foregoing generality, the terms of Clauses 2.5, 2.6, 5, 6, 8, 9 and 10 of this Agreement. Where said premises are not owned or controlled by Sykes, Sykes shall procure all necessary rights of entry to enable Adobe to exercise its right of inspection hereunder.
13.2		In the event that the inspection referred to in Clause 13.1 discloses a material failure of Sykes to comply with its obligations in terms of this Agreement, Sykes shall pay the costs of the inspection within thirty (30) days of Adobe's demand.
13.3		Any inspection conducted pursuant to Clause 13.1 shall be conducted during regular business hours in such a manner as not to interfere with Sykes' normal business activities. Any and all rights of Adobe set out in this Clause 13 shall be without prejudice to Adobe's other rights and remedies at law and under this Agreement.
13.4		Sykes shall inspect all relevant records of Submanufacturers in accordance with the terms of Clause 13.1 on behalf of Adobe and at the request of Adobe to ensure compliance with the terms of this Agreement, and shall report any breaches to Adobe immediately at which point Sykes shall be obliged, at the request of Adobe, to cease using such Submanufacturers.
14.		TERM AND TERMINATION
14.1		Unless earlier terminated as provided herein or otherwise agreed in writing, the term of this Agreement shall begin on the Effective Date and shall continue in force for the duration of the Adobe Product Release for which Sykes is providing services hereunder ("Term').
14.2		Termination Without Cause
		Either party may terminate this Agreement without cause upon ninety (90) days' prior written notice to the other party subject always Clause 14.1 hereof and Adobe's right to terminate in accordance with Clause 6.11 hereof.
* CONFIDENTIAL TREATMENT REQUESTED

14.3		Default, Notice and Termination Without Cure
14.3.1		If Sykes materially defaults in the performance of any provision of this Agreement (a material default for the purposes of this Clause shall be deemed to include, without prejudice to the foregoing generality, breaches of Clauses 2.5, 2.6, 6.9 and 8 together with breaches of inventory control and anti-piracy provisions set out in the Statement of Work), Adobe may give written notice to Sykes that if the default is not cured within ten (10) days, the Agreement will be terminated and, upon expiration of such period without cure, this Agreement shall be terminable by Adobe immediately on giving notice. For the avoidance of doubt, if a breach is incurable, Adobe shall have the right (in its sole discretion) to serve notice to terminate on Sykes to take effect immediately.
14.3.2		Notwithstanding the terms of Clause 14.2.1, Adobe will set out in the Statement of Work an escalation procedure in relation to complaints and disputes which the parties hereto will adhere to during the Term.
14.4		Insolvency
		This Agreement shall immediately and automatically terminate, without judicial intervention, if either party is declared bankrupt, files for moratorium on payments of its debts or seeks any other relief, or if either party shall go into liquidation (other than for a member's voluntary liquidation for the purposes of reconstruction or amalgamation) or enter into a scheme or voluntary arrangement with its creditors or become subject to an administration order or have a Receiver appointed over any of its property and assets or undergo any proceeding analogous to any of the foregoing events. Both parties shall use best efforts to notify the other party hereto immediately if one of the foregoing events occurs.
14.5		Rights Upon Termination
		Upon the termination of this Agreement for any reason:
14.5.1		Discontinuation of Use and Return of Copies
		Sykes shall immediately discontinue reproduction and return or destroy, at Adobe's option, the Master Media and Adobe Product Packages in the Inventory, and Confidential Information, and all copies in its possession of the foregoing (including copies placed in any storage device under Sykes' control). For the avoidance of doubt, if termination is due to the fault of Sykes, the costs of destruction in terms of this Clause 14.5.1 shall be borne by Sykes.
14.5.2		Payment of Inventory
		Sykes shall cooperate with Adobe to sell and/or move Inventory to either Adobe or Adobe's Designated Destination (at Adobe's sole discretion) such that the sale and/or move may be completed within 7 days of the termination. Adobe shall have no obligation to purchase Inventory unless, prior to termination, said Inventory was purchased by Sykes pursuant to a Print Authorisation form or Purchase Order submitted by Adobe.
14.5.3		Termination Compensation

		Sykes shall not be entitled to any compensation, damages or payments in respect of any goodwill that has been established or for any damages on account of prospective profits or anticipated sales, and neither party shall be entitled to reimbursement in any amount for training, advertising, market development, investments or other costs that shall have been expended by either party before the termination of this Agreement, regardless of the reason for, or method of, termination of this Agreement and each party waives its rights under applicable laws for any such compensation, reimbursement, or damages. Except as provided in Clause 14.5.2, Adobe will have no further liability for any costs or expenses relating to the Inventory on the date of termination;
14.5.4		Transfer of Data
		Sykes shall immediately provide Adobe with current and accurate copies of Adobe Product Packages, Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials relating to the Adobe Product Packages and all other data which in the reasonable opinion of Adobe is required to enable Adobe to continue reproduction of the Adobe Product Packages with another supplier, provided that such other materials or information is not Sykes' confidential information. Notwithstanding the foregoing provisions of this Clause 14.5.4, at Adobe's request, prior to such termination being effective, Sykes shall provide all reasonable assistance to Adobe to enable Adobe to effect an orderly transfer of the performance of Sykes obligations described in this Agreement from Sykes to a third party of Adobe's choice. Such assistance shall include the provision of all of the items referred to above in this Clause 14.5.4.
14.5.5		Survival of Obligations
		Sykes agrees that its obligations pursuant to Clauses 2.1 ("Ownership of Adobe Product Packages"), 2.6 ("No Right to Copy"), 2.8 ("Adobe Special Printing Aids or Equipment"), 7 ("Payments"), 8 ("Warranty"), 9 ("IP Rights and Confidential Information") , 10 ("Proprietary Notices and Trademarks"), 11 ("Patent, Copyright and Trademark Indemnity"), 13 ("Right of Audit"), 14.5 ("Rights Upon Termination") and 16 ("Miscellaneous") shall survive any termination or expiration of rights under this Agreement.
15.		LIMITATION OF LIABILITY.
		ADOBE WILL NOT BE LIABLE FOR ANY LOSS OF USE, INTERRUPTION OF BUSINESS, COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY OR SERVICES OR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, DELICT (INCLUDING NEGLIGENCE), STRICT PRODUCT LIABILITY OR ANY OTHER LEGAL OR EQUITABLE THEORY EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

16.		MISCELLANEOUS
16.1		Notices
		All notices or reports permitted or required under this Agreement shall be in writing and shall be by personal delivery, registered mail or by reputable international courier service. Notice shall be deemed to have been given upon personal delivery, on the date shown on the receipt for registered mail or on the date of delivery shown in the business records of the international courier service. The addresses for service shall be:

		For Adobe:		For the attention of: President of Adobe Systems International, Inc. 345 Park Avenue San Jose California 95110 - 2704 USA
				with a copy to:
				Senior Vice President and General Counsel Adobe Systems Incorporated 345 Park Avenue San Jose California 95110 - 2704 USA
		For Sykes:		For the attention of:
				The Managing Director Sykes Enterprises Incorporated, B.V. Naritaweg 70 1043 BZ Amsterdam The Netherlands
		or as subsequently notified by the parties from time to time.

16.2		Assignation
		The rights and interests of Sykes under this Agreement are not assignable without prior written consent of Adobe. Any sale or other transfer of substantially all of Sykes' assets by consolidation, merger or reorganization, of a majority of the voting stock of Sykes, shall be an assignation for purposes of this Agreement. The rights and interests of Adobe under this Agreement are fully assignable by Adobe subject to credit approval by Sykes. Subject to the foregoing, this Agreement shall be binding on and inure to the benefit of the parties of this Agreement and their respective successors and assignees.
16.3		Governing Law and Forum
		The terms of this Agreement shall be governed by the Laws of Scotland and the parties hereto hereby submit to the exclusive jurisdiction of the Court of Session Scotland.
16.4		Severability
		If any provision of this Agreement is declared by a court of competent jurisdiction to be invalid, void, or unenforceable, the remaining provisions nevertheless will continue in full force and effect without being impaired or invalidated in any way and the parties agree to substitute for the invalid provision a valid provision approximating the intent and economic effect of the invalid provision.