Support.com 2007 Annual Report Download - page 7

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This Annual Report on Form 10-K contains forward-looking statements that involve risks and uncertainties. Please see the section entitled"Forward-Looking
Statements and Risk Factors" in Item 1A of this Report for important information to consider when evaluating these statements.
PART I
ITEM 1. BUSINESS.
Overview
SupportSoft provides software and services designed to make technology work. Advances in computer processing power, data transmission speeds, wireless
communications and other areas of technology have the potential to enable and enrich daily life. Too often, however, technology proves frustrating to all but the
most expert users. SupportSoft's mission is to bridge this gap, and to enable technology to fulfill its promise.
In January 2008, we reorganized the company and began operating our business in two segments, consumer and enterprise. We also appointed an executive
vice president to lead each of the business units. Our consumer segment is a technology-enabled services business launched in 2007 to provide consumers with
relief from frustrating technology problems. Our enterprise segment consists of our traditional business in which we license technical support software to
telecommunications and cable companies (digital service providers) and corporate IT departments.
In our consumer segment, we provide premium technology support to consumers over the phone and the internet for a fee. We offer our services to
consumers through retailers, digital service providers and other companies who provide technology products and services to consumers. We also provide our
services directly to consumers through www.support.com. Our new consumer offerings grow out of our traditional products, technology and expertise but
address a new market with a new business model.
Our enterprise customers use our software to resolve technical problems for their customers efficiently and effectively, thereby improving customer
satisfaction and reducing support costs. Digital service providers use our products to automate the installation, activation and verification of broadband services,
to reduce the cost and improve the quality of technical support, and to enable the remote management of devices located at customer premises. Corporate IT
departments and IT outsourcing firms use our software to improve the cost-effectiveness and efficiency of their support through an integrated portfolio of
proactive service, self service and assisted service products.
Industry Background
Technology has become a fundamental part of everyday life. Devices such as personal computers, cellular phones, personal digital assistants, digital
cameras and wireless routers, and digital services such as high speed data, video over DSL (IPTV) and voice over Internet Protocol (VoIP), are increasingly
common. As technology has become more prevalent, technology problems, whether with individual devices or systems incorporating multiple devices, have
proliferated. As a result, the need for efficient and effective technology support has become pressing.
For digital service providers, the availability of high speed data, IPTV and VoIP services, often referred to as "triple play," has changed the competitive
dynamics worldwide. The change in the competitive landscape that triple play has wrought causes digital service providers to offer a broader and more complex
range of services. With these services have come a growing number of technology problems for subscribers, which we believe digital service providers must
address efficiently and effectively to succeed in the marketplace.
3
Source: SUPPORTSOFT INC, 10-K, March 13, 2008