Support.com 2008 Annual Report Download - page 9

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Table of Contents
technical support employees in North America and through a European call center. Key features of our services are the following: (1) our services are provided
remotely, with technical support agents available over the phone and the internet; (2) our services leverage our proprietary technology; and (3) our services
leverage our extensive knowledge base of solving technology problems for digital service providers and corporate IT departments.
We offer both incident-based and subscription-based services. Incident-based services allow our customers to purchase any of our services on a one-time
basis with no future commitments. Subscription-based services allow customers to access our service offerings over an extended period of time. With each
subscription, customers download and install our proprietary client application that monitors the status of the consumer’s security software.
We offer several types of services including the following:
Diagnose and Fix. Our Diagnose and Fix services are designed to assist consumers with a wide range of computer related problems. We use our
technology to remotely identify, diagnose and resolve technical problems, including the removal of viruses and spyware. We also offer services designed to
enhance the performance of computers. We use our technology to optimize computer settings, removing unnecessary programs and content, and re-organizing
and compacting computer files and folders, which can improve computer performance through faster start-up and shut-down, loading of programs and internet
browsing as well as increased available disk space.
Connect and Secure. Our Connect and Secure service is designed to help consumers set up a wireless network in their home. We help consumers to
configure, connect and establish secure connections between their PC and home wireless networks and certain “attached” devices. In addition, we diagnose and
solve problems consumers have with an existing wireless home network.
Install & Setup. Our Install & Setup service is designed to help consumers install, set up and use digital devices connected to their PC. For example, we
assist consumers to install and set up their printer, share it across a home network and keep it updated with the latest drivers. We also assist consumers with
installing and configuring digital camera, photo management and photo editing software. In addition, we help consumers install and configure software to
connect an MP3 player to a computer, copy music to a computer, and organize music files on their computer.
New Services. We have also introduced new services such as online backup and data migration and plan to continue to expand our offerings to include
educational services and support for additional devices.
In addition to the preceding services, we offer a number of services through our channel partners including the following:
New PC Setup and Configure: Our New PC Setup and Configure service is designed to complete the basic setup and configuration steps for new PCs.
We help consumers to create new user accounts, configure automatic system updates and remove unnecessary trial software that clutters any new computer. An
advanced version of this service also optimizes operating system and internet browsing settings.
Protection and Performance. Our Protection and Performance service is designed to install, update, and configure consumers’ virus software and
operating system to enhance data security. Additionally, the service helps improve performance of consumers’ computers by removing unnecessary applications
and running a system tune-up. 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.
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Source: SUPPORTSOFT INC, 10-K, March 11, 2009