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Table of Contents
FORWARD LOOKING STATEMENTS AND PRESENTATION OF FINANCIAL AND OTHER INFORMATION
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.
In this Annual Report on Form 10-K (the “Form 10-K”), unless the context indicates otherwise, as used herein, the terms “we,” “us,” “SupportSoft,” the
“Company” and “our” refer to SupportSoft, Inc., a Delaware corporation, and its subsidiaries. References to “$” are to United States dollars.
We have compiled the market share, market size and competitive ranking data in this Form 10-K using statistics and other information obtained from
several third-party sources.
Various amounts and percentages used in this Form 10-K have been rounded and, accordingly, they may not total 100%.
We own or otherwise have rights to the trademarks and trade names, including those mentioned in this Form 10-K, used in conjunction with the marketing
and sale of our products.
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 began tracking
profitability by segment and providing this information to our Board of Directors and our Chief Executive Officer. Accordingly, beginning in 2008, we are
providing information for each business segment. Our Consumer segment is a technology-enabled services business that was launched in 2007 to provide
consumers with assistance in resolving technology problems. Our Enterprise segment consists of our traditional business in which we license technical support
software to digital service providers (telecommunications and cable companies) and corporate IT departments and IT outsourcers.
In our Consumer segment, we provide premium technology support to consumers over the internet and the phone for a fee. We offer incident-based and
subscription-based services to consumers through retailers, anti-virus providers and other companies who provide technology products and services to
consumers. We also provide our services directly to consumers through our website, www.support.com. The content on this or any other website referred to in
this Form 10-K is not incorporated by reference into this Form 10-K unless expressly noted.
Our Enterprise customers use our software to resolve technical problems for their customers and employees. 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 their customers’ premises. Corporate IT departments and IT outsourcing firms use our
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Source: SUPPORTSOFT INC, 10-K, March 11, 2009