Support.com 2009 Annual Report Download - page 6

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Table of Contents
leadership, enhancing service delivery, expanding the size of our existing partnerships and increasing the reach of our consumer software products.
• To extend our technology leadership, we plan to invest in research and development activities that increase the efficiency of our personal technology
experts, extend our service delivery platform and deliver value to online care customers;
• To enhance service delivery, we intend to increase automation through technology, improve process with Six Sigma methodologies, extend the
capabilities of our delivery organization and increase the number of personal technology experts we employ;
• To expand our customer presence, we plan to enhance existing programs, add new channel partners and grow our direct-to-consumer business; and
• To increase the reach of our consumer software products, we plan to broaden distribution channels, enhance marketing campaigns, cross-sell
software and services solutions, introduce new products and evaluate acquisition opportunities.
Our Online Care Services
Our online care services include one-time services, or incidents, and subscriptions. These services are available on demand, and also through the purchase
of service cards and gift cards. We offer a money-back guarantee in the event we are unable to resolve the consumer’s problem subject to the terms of our end
user agreements.
Our principal online care services include:
Install & Set-Up. We offer a variety of installation and set-up services. Our New PC Setup and Configure services complete the basic setup and
configuration steps for new PCs. We help consumers create new user accounts, configure automatic system updates and remove unnecessary trial software that
clutters many new computers. An advanced version of this service also optimizes operating system and internet browsing settings. Our Protection and
Performance services install, update and configure anti-malware software and operating system settings to enhance digital security. An advanced version of this
service also installs and configures parental controls and creates a user profile that restricts internet and application access, as specified by the consumers. Other
installation and set-up services help consumers install, set up and use certain digital devices connected to their PC. For example, we help consumers install and
set up their printer, share it across a home network and keep it updated with the latest drivers. We can also assist consumers with installing and configuring
digital cameras, music players and related software.
Connect and Secure. Our Connect and Secure services help consumers in setting up a secure wireless network in their home. In this service, we
configure, connect and establish secure connections between the PC, the wireless network and certain attached devices. In addition, we diagnose and repair
problems consumers have with an existing wireless home network.
Diagnose and Fix. Our Diagnose and Fix services assist consumers with a wide range of computer-related problems. We use our proprietary technology
and third-party tools to identify, diagnose and repair technical problems, including the removal of viruses, spyware, and other forms of malware. We also offer
services that enhance the performance of computers through faster start-up and shut-down, loading of programs and internet browsing as well as increased
available storage space.
Our Software Products
Our consumer software products are designed to maintain, optimize and secure personal computers, and are marketed to consumers who prefer a
“do-it-yourself” approach. These software tools can enable personal
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Source: Support.com, Inc., 10-K, March 12, 2010 Powered by Morningstar® Document Research℠