Support.com 2005 Annual Report Download - page 10

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SupportSoft LiveAssist and AnalystAssist. LiveAssist and AnalystAssist are designed to provide high-volume call center
organizations and IT help desks with tools to communicate with, and push answers via the Web to end-users. LiveAssist allows end-
users and analysts to communicate directly to each other with a scalable, real-time chat solution enhanced by easy-to-use Web-push
capabilities, and user friendly access to relevant content. AnalystAssist provides CSRs with a comprehensive set of tools to work with
end-users to diagnose and resolve technical problems.
Technology—Real-Time Service Management Software Platform
Our technology is designed to enable our software suites and component products to be extended and easily adapt to, and
integrate with, varying software environments. The Real-Time Service Management Platform is the foundation upon which all of our
component products and suites are installed and provides a single point of integration for all of our suites and component products.
The Real-Time Service Management Platform supports a high degree of scalability using industry standard web server
infrastructure and supports datacenter practices such as load balancing, clustering and data partitioning. Our products are web-based
and cross-platform and provide similar functionality on a variety of web servers, application servers, operating systems and databases.
The architecture has been used in implementations that scale to several million endpoints.
The Real-Time Service Management Platform includes common services that are shared by many of our products, allowing for
faster product development, more flexible behavior and consistent usability as well as reporting. Common services include user and
group management, user-based security, user interface navigation, database access, XML handling, reporting and integration.
Sales and Marketing
We have a worldwide sales organization to directly assist digital service providers, enterprises and managed service providers to
understand the full value of our solutions. This sales team works with digital service providers on a global basis, and with large public
and private sector enterprises and managed service providers in North America. Currently, we manage regional sales resources in the
United States, Canada, the United Kingdom, France, Belgium, Germany, India, Singapore, and Spain.
The marketing organization works closely with the sales organization to create programs which build awareness of our products,
solutions and customer successes. The marketing organization uses a wide range of programs to build market awareness and develop
requirements for current and future solutions. These include directed market research, relationships with industry analysts, direct mail
and relationship marketing programs, business and trade press tours, and participation in industry-specific trade shows. The marketing
organization also works with sales to ensure that they have the appropriate materials and demonstrations to support all phases of the
sales process.
Our sales and marketing organizations also work together to support a number of key partners, including technology partners,
consulting and services partners, and resellers around the globe that help to extend our market reach and product delivery expertise.
Representative digital service providers who have purchased our products and services to support their customers include:
Belgacom, BellSouth, Bharti, Casema, Carphone Warehouse (Talk Talk), Charter, Comcast, Cox, Essent Kabelcom, KPN, Metrocast
Cablevision, Net Lynk, Portugal Telecom, TDC Kabel, TDC Solutions, TDC Switzerland, TeliaSonera, Time Warner Cable, Tiscali,
Qwest, UPC Broadband, Verizon, and other service providers worldwide. Representative enterprises that have licensed SupportSoft
software for IT operations and customer support requirements include: 3M, ADP, Assurant, Bank of America, British
Telecommunications, EGL Eagle Global Logistics, Fidelity, Horry Telephone Cooperative, Kimberly-Clark, Lockheed Martin,
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