Support.com 2007 Annual Report Download - page 12

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Knowledge Center is described above under Self-Service Suite.
Products targeted specifically at digital service providers include:
SmartAccess. SmartAccess enables broadband providers to add new subscribers quickly and activate additional services in a seamless and automated
manner, through self-installation or technician-directed installation. SmartAccess qualifies the subscriber's computer for broadband services, integrates with
back-end billing and provisioning systems to activate services, automatically configures modems and residential gateway devices in the subscriber's home, and
installs and configures all necessary software on the subscriber's computer.
ServiceGateway. ServiceGateway leverages recent DSL industry standards to enable "zero-touch" provisioning of DSL devices and services without the
need for manual steps. ServiceGateway also provides DSL providers with the capability to conduct mass configuration changes and firmware updates to existing
devices, as needed to activate and support new triple play IP services.
ServiceVerify. ServiceVerify is designed to enable digital service providers to automatically verify the successful installation, activation and ongoing
operations of high-speed data, IPTV and VoIP services. ServiceVerify provides tools and service information to the service technician and dispatcher as well as
the analyst. ServiceVerify can help technicians determine that the work has been performed correctly and the customer has access to all the services ordered
before the technician leaves the job. ServiceVerify also provides analyst tools designed to rapidly diagnose and resolve problems when a customer calls with a
service-related problem.
Service Automation Suite for Video. Developed in conjunction with Scientific-Atlanta (a Cisco company), Service Automation Suite for Video can
improve the way broadband cable service providers deliver high quality video services to their customers and enhance the consumer experience for digital cable
delivery, while enabling customer-facing personnel such as installers, dispatchers and analysts to more effectively and efficiently uncover and resolve customer
issues and problems.
Enterprise Implementation Services
In our enterprise segment, our Global Services organization provides best practice solutions tailored to support our customers in maximizing value from our
products. Our services capabilities are divided into five core areas with the goal of guiding the customer through a successful deployment:
•
Project Planning and Management. Builds comprehensive project plans in coordination with customers and partners with a goal of
ensuring that budget, timeline and quality objectives are achieved.
•
Design and Implementation. Provides architectural solution design, product integration and deployment services.
•
Education. Trains customers and alliance partners in the design, implementation and support of our products.
•
Customer Support. Responds to design, feature and deployment questions. We use our own software to provide an Internet support portal,
titled ExpertExchange, in providing support to our customers. Under our standard maintenance contracts, our customers also receive
generally available patches, enhancements and updates to the products they have purchased.
•
Strategic Services. Educates customers on "best practices" for supporting and servicing users and moving from traditional support
processes to more automated approaches.
8
Source: SUPPORTSOFT INC, 10-K, March 13, 2008