Support.com 2008 Annual Report Download - page 12

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Table of Contents
• 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, called
ExpertExchange, to provide 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 their end-users and moving from traditional support
processes to more automated approaches.
Sales and Marketing
For our Consumer offerings, we have a business development organization that establishes and manages relationships with channel partners through whom
we make our Consumer offerings available. Our direct customer acquisition program is currently focused on online marketing, as well as public relations
activities.
For our Enterprise offerings, we maintain a sales organization to reach digital service providers and corporate IT departments. Our Enterprise sales
organization is managed geographically in two regions: the Americas and International. Within regions, sales representatives sell specifically to digital service
providers or to corporate IT departments and IT outsourcers. Our Enterprise marketing organization works closely with our sales organization to create programs
which build awareness of our solutions. Our marketing organization uses a range of programs to build market awareness, including relationships with industry
analysts, online marketing programs, and participation in industry-specific trade shows.
Sales Channels
We have formed relationships with consumer-facing companies in order to expand the reach of our Consumer offerings. These relationships include
retailers, anti-virus providers and other companies in the U.S. and Europe. Generally, these relationships are of two types: white label alliances, where we offer
our services under another brand, and referral alliances, where we offer services under our support.com brand.
Representative channel partners in our Consumer segment include Office Depot and DSG Retail Limited (Tech Guys).
In our Enterprise segment, we work closely with Customer-Premises Equipment (CPE) manufacturers and maintain an interoperability laboratory to test
their hardware products against standards developed by the DSL Forum. Certain of these firms resell our products to digital service providers. We have also
formed relationships with IT outsourcers that represent a customer base as well as a delivery option for our products.
Customers
In our Consumer segment, our customers are individual consumer and small business who purchase our services from us or one of our channel partners.
In our Enterprise business, representative digital service providers who have purchased our products and services include: Belgacom, Bharti, Carphone
Warehouse (Talk Talk), Comcast, FastWeb, KPN, Qwest, TDC Solutions, TeliaSonera, Time Warner Cable, UPC Broadband, Verizon, and other service
providers worldwide. Representative companies that have licensed SupportSoft software for corporate IT operations and customer support requirements include:
ADP, Bank of America, BT, Dell, Fidelity, Hilton and Trend Micro. Representative IT outsourcers that have purchased our products to provide outsourced
services to enterprises include: CGI, CSC, CompuCom, EDS, Lockheed Martin and Northrup Grumman.
9
Source: SUPPORTSOFT INC, 10-K, March 11, 2009