Axeda Systems and ClickSoftware to Automate Remote Diagnostics and Service.

Business Editors/High-Tech Writers

MANSFIELD, Mass. & CAMPBELL, Calif.--(BUSINESS WIRE)--Oct. 1, 2002

Links Device Relationship Management

With Intelligent Problem Resolution to Optimize Service Operations

Axeda Systems(TM) Inc. (NASDAQ: XEDA), the leading provider of device relationship management (DRM) enterprise software and services, and ClickSoftware(TM), (NASDAQ: CKSW), the leading provider of service optimization solutions, today announced an alliance to integrate and co-market the Axeda DRM(TM) System with the ClickFix(TM) Intelligent Problem Resolution product. The combined solution will enable proactive customer service through automated diagnosis of remote equipment problems, self-healing corrective actions, Web-based customer self-diagnosis, knowledge management, and usage-based predictive maintenance. The companies plan to leverage this alliance to enable device manufactures in multiple markets such as medical instruments, printers and copiers, enterprise storage systems, industrial and semiconductor equipment to lower costs of service and streamline support functions while improving device uptime and performance.

"Axeda and ClickSoftware share a commitment to streamlining service operations and reducing downtime in critical customer devices," said Dale Calder, president and founder of Axeda Systems Inc. "Axeda DRM lets companies use the Internet to remotely monitor and manage intelligent devices, capturing a continuous stream of real-time device information for use by service personnel or enterprise software systems. ClickFix can directly utilize this live equipment data to help service personnel and device end users determine what corrective action to take or to even diagnose and fix problems automatically. Together we will help companies achieve new levels of performance and customer satisfaction."

"Remote diagnostics is one of the most effective ways to simultaneously increase the efficiency of a service operation and maximize equipment uptime," said Corey Leibow, COO of ClickSoftware. "ClickFix's field-proven intelligent diagnostics can use the live source of accurate device information from Axeda DRM to quickly resolve problems that would otherwise have to be handled by dispatching expensive service personnel. The combined solution will enable immediate service response and resolution, in some cases even before customers are aware of the problem."

The Axeda DRM System is a distributed enterprise software solution that lets businesses become more proactive by leveraging real-time information from physical devices to accelerate business operations. Axeda DRM allows device manufacturers to leverage the Internet to establish continuous connections to devices deployed remotely at customer sites. Now service organizations can proactively monitor, diagnose and repair problems remotely, or schedule maintenance appointments to alleviate developing problems before devices actually fail. This reduces the number of costly, unscheduled or unnecessary service calls, and increases device uptime to further enhance customer productivity and satisfaction. Axeda DRM can also enable new, high-value managed-service offerings such as automated consumable replenishment, system upgrades and pay-for-use billing.

ClickFix is an intelligent diagnostics solution with the ability to pinpoint the root cause of customer problems automatically. ClickFix uses advanced algorithms to find the optimal path to an accurate diagnosis, solving the problem without a dispatch if possible, or avoiding a repeat visit by assuring field technicians arrive with the right replacement part the first time. Based on symptoms presented and fixes reported, ClickFix software learns over time simply by being used to diagnose and repair equipment. It improves future diagnostics assessments by tracing test results via a historical database and can extrapolate assessments from prior cases to explain conditions it may not have detected before. ClickFix enables customer service technicians and even end users to pinpoint the problem with simple and direct diagnostic guidance to get to quick resolution. This enables customer self-diagnosis via the Web, elevates the role of call center personnel, and increases the effectiveness of the field workforce to dramatically reduce unnecessary and repeat customer visits.

With the combined solution, Axeda DRM will enable the remote device to automatically report failure conditions, and trigger ClickFix to run diagnostic routines with or without user involvement, often before the customer even knows a failure has occurred. This will allow service operations to dramatically shorten the time between failure and fix, saving customers time, money, and downtime and offering manufacturers a competitive edge to maximize market-share and reduce cost of service.

For more information, please contact Axeda Systems Inc. at [e-mail] or [phone] or ClickSoftware at www.clicksoftware.com or [phone].

About Device Relationship Management

Everyday intelligent devices such as copiers, elevators, vending machines, building control units, medical devices, computers and storage systems, and industrial machines are an important new source of business information. Device relationship management systems allow companies to tap into this valuable information anytime anywhere. Pioneered by Axeda, device relationship management technology provides a distributed information management system that leverages the Internet to allow timely, accurate, and unbiased information to be communicated automatically between intelligent devices, wherever they are deployed around the world, and service personnel or enterprise business systems. Device Relationship Management helps turn reactive businesses into proactive businesses providing new sources of revenue, increased operational efficiency and lower costs with an ROI that is often measured in months.

About Axeda

Axeda Systems Inc. (NASDAQ: XEDA) is the leading provider of device relationship management (DRM) enterprise software and services. Axeda helps businesses become more competitive by using the Internet to extract real-time information hidden in their intelligent devices. The company's flagship product, the Axeda Device Relationship Management System(TM), is a distributed software solution that lets businesses remotely monitor, manage and service intelligent devices, deployed around the world, allowing them to optimize their service, development, sales and manufacturing operations. Axeda customers are Global 2000 companies in many markets including Industrial and Building Automation, Enterprise Storage, High-technology, Medical Instrumentation, Office Automation and Semiconductor Equipment industries. Axeda has sales and service offices in the US, Europe and Japan, and distribution partners worldwide. More information about Axeda is available at www.axeda.com.

About ClickSoftware

ClickSoftware is the leading provider of end-to-end service optimization solutions that maximize service revenue and customer responsiveness while minimizing costs. ClickSoftware's ServiceOptimization suite includes strategic and tactical workforce planning, optimized service scheduling, intelligent problem resolution, wireless workforce management, and business analytics, connecting all organizational levels and all functions. The company is headquartered in Campbell, CA. with offices throughout the United States, Belgium, Canada, Germany, Israel, and the United Kingdom. For more information about ClickSoftware, call 408-377-6088 or 888-438-3308 or visit www.clicksoftware.com.

This press release contains express or implied forward looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Exchange Act. These forward-looking statements include, but are not limited to, those regarding ClickSoftware's products and markets, product functionality in future installations and benefits derived there from, and may include implied statements concerning market acceptance of our products, and our growing leadership role in the market. Such "forward-looking statements" involve known and unknown risks, uncertainties and other factors, which may cause actual results or performance to be materially different from those projected. ClickSoftware's achievement of these results may be affected by many factors, including among others, the following: uncertainties regarding product installation; uncertainties regarding continued market acceptance of our products; uncertainties regarding our intellectual property; and the uncertain effects of competition and other factors on our results of operations. The forward-looking statements contained in this press release are subject to other risks and uncertainties, including those discussed in ClickSoftware's filings with the Securities and Exchange Commission, ClickSoftware's prospectus dated June 22, 2000 and ClickSoftware's 10Q for the quarter ended September 30, 2000, and may be found within the sections titled Risk Factors and Management Discussion and Analysis. ClickSoftware does not undertake to update any forward-looking statements.

(c)2002 Axeda Systems. All rights reserved. Axeda, Axeda Systems, Axeda DRM, Axeda Supervisor, Axeda Device Relationship Management System, Axeda Enterprise, Axeda Applications, Axeda Agent, Automatic eCommerce, Firewall-Friendly, and Access. Insight. In Real Time. are trademarks of Axeda Systems. The Axeda logo and stylized bitstream design are trademarks of Axeda Systems. ClickSoftware and ClickFix are trademarks of ClickSoftware Ltd. in the United States and/or other countries. All other trademarks are either property of Axeda Systems or property of their respective owners.

This press release may contain certain forward-looking statements that relate to Axeda's future performance. These forward-looking statements include, but are not limited to, those regarding Axeda's products and markets, product functionality in future installations and benefits derived therefrom, and may include implied statements concerning market acceptance of Axeda's products, and its growing leadership role in the DRM market. Such statements are subject to a number of risks and uncertainties that may cause the actual events or future results to differ from those discussed herein. Such factors include, among others: Axeda's customers' ability to implement or integrate Axeda's DRM solutions successfully and in a timely fashion, receive expected functionality and performance, or achieve benefits attributable to Axeda's DRM solutions; uncertainties in the market for DRM products and the potential for growth in the DRM market; the long sales cycle for DRM products; limited distribution channels; the difficulty of protecting proprietary rights; present and future competition; and Axeda's ability to manage technological change and respond to evolving industry standards. Investors are advised to read Axeda's Annual Report on Form 10-K and quarterly reports on Form 10-Q filed with the Securities and Exchange Commission, particularly those sections entitled "Factors Affecting Operating Results" and "Risk Factors" for a more complete discussion of these and other risks and uncertainties. Axeda assumes no obligation to update the forward-looking information contained in this press release.