Juno 2014 Annual Report Download - page 11

Table of Contents
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Each of our services, including our social networking services, our loyalty marketing service, our Internet access service, and our voice service operates
on a separate and distinct technology platform. Each of our services is generally provided through a combination of internally-developed and third-party
software, industry standard hardware and outsourced network services. We maintain the web properties that power these services. We also have developed
software to enhance the functionality of certain components of our services, including connectivity, web services, billing, email, customer support, data
analysis, customer loyalty applications, and targeted advertising. We maintain data centers in multiple locations in the U.S. and Europe. In many cases, we
have redundant systems to provide high levels of service availability and connectivity. We host the majority of our data center services in outsourced, third-
party co-location facilities and we outsource all of our bandwidth and managed modem services.
We license from third parties a number of our software applications and components, including applications for our billing, customer support,
advertising, and database systems, our client and server applications, and portions of our dial-up Internet access accelerator services. These licenses generally
have terms ranging from a year to perpetual.
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We believe reliable customer service and technical support are important to retaining our customers. Our businesses generally offer a variety of online
and offline tools designed to provide solutions and answers to frequently asked questions. These tools are also designed to assist our members and customers
in verifying and updating their account information. In addition, we offer traditional email support and certain of our services provide live telephone support
as well.
Our customer relationship management and support infrastructure includes employees at our facilities in Woodland Hills, California; Hyderabad, India;
Seattle, Washington; San Francisco, California; Schaumburg, Illinois; and Berlin, Germany. We also outsource to third parties substantially all of our
telephone and email customer support for our Communications services, and a portion of our email customer support for MyPoints services. We monitor the
effectiveness of our customer support functions and measure performance metrics such as average hold time and first call resolution and abandonment rates.
Communications with our customers are logged and categorized to enable us to recognize and act on trends.
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We are subject to a number of international, federal, state, and local laws and regulations, including, without limitation, those relating to taxation, bulk
email or "spam," advertising, user privacy and data protection, consumer protection, antitrust, export, and unclaimed property. In addition, proposed laws and
regulations relating to some or all of the foregoing, as well as to other areas affecting our businesses, are continuously debated and considered for adoption in
the U.S. and other countries, and such laws and regulations could be adopted in the future. For additional information, see "Risk Factors," which appears in
Item 1A of this Annual Report on Form 10-K.
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Our trade names, trademarks, service marks, patents, copyrights, domain names, trade secrets, and other intellectual property are important to the success
of our businesses. In particular, we view our primary trademarks as critical to our success. We principally rely upon patent, trademark, copyright, trade secret,
domain name, and contract laws to protect our intellectual property and proprietary rights. We continuously assess whether to seek patent and other
intellectual property protections for those aspects of our businesses and technologies that we believe constitute innovations providing competitive
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