Support.com 2011 Annual Report Download - page 10

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We are active in markets that are highly competitive and subject to rapid change. Although we do not believe there is one principal competitor
for all aspects of our offerings, we do compete with a number of other vendors.
With respect to channel partnerships for our services, our competitors include privately-held companies focused on premium technology
services, providers of electronics warranties, call centers focused on technical support and broad-based service providers who offer technical support.
With respect to sales of services directly to consumers and small businesses, our competitors include local computer repair shops and service
providers, electronics retailers and technology and communications companies offering technical support directly to consumers and small businesses.
We believe the principal competitive factors in our services market include: breadth and depth of service offerings; quality of the customer experience;
proprietary technology; pricing; brand recognition; scale; and financial resources.
In the market for our software products, we face direct competition from numerous suppliers of software products who perform the same or
similar functions as our products. We also face indirect or potential competition from application providers, operating system providers, network
equipment manufacturers, and other original equipment manufacturers (“OEMs”) who may provide various solutions and functions in their products,
and from individuals and groups who offer “free” and open source utilities online. We believe that the principal competitive factors in the market for
our consumer software products include: product features and ease of use; price; convenience of purchase; brand recognition; financial resources; and
customer support.
The competitors in our markets for services and software can have some or all of the following competitive advantages: longer operating
histories, greater economies of scale, greater financial resources, greater engineering and technical resources, greater sales and marketing resources,
stronger strategic alliances and distribution channels, products with different functions and feature sets and greater brand recognition than we have.
We expect new competitors to continue to enter our services market, given its relatively early stage, and we expect our markets to remain competitive.
For additional information related to competition, see Item 1A, Risk Factors.
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The majority of our employees work from their own homes and use our advanced proprietary technology to deliver services from remote
locations. As a result we believe that on a per-employee basis, our operations contribute significantly to efforts to reduce pollutants by eliminating
fossil fuel-based commutes for the majority of our workers. In addition, the nature of our remote service delivery also helps many customers avoid
on-site services, resulting in additional reduction in pollutants caused by automobile transportation for such services. Finally, our principal delivery
method for our software products is by electronic download, which produces no packaging-related waste, and eliminates the need for production of
physical media and transportation except for a small percentage of consumers who affirmatively request and pay for delivery of products by CD. We
are not aware at this time of any material effects that compliance with Federal, State and local provisions which have been enacted or adopted
regulating the discharge of materials into the environment, or otherwise relating to the protection of the environment, may have on our business. Our
assessment could change if and when any new regulations of such sort are enacted or adopted.
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As of December 31, 2011, we had 1,137 employees, of whom 984 were work-from-home agents and 153 were corporate employees. In
addition to our work-from-home employees, we also use contract labor. None of our employees are covered by collective bargaining agreements.
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We were incorporated in Delaware in December, 1997. We file reports with the Securities and Exchange Commission (SEC), including without
limitation annual reports on Form 10-K, quarterly reports on Form 10-Q and current reports on Form 8-K filed or furnished pursuant to Section 13(a)
or 15(d) of the Securities Exchange Act of 1934 (the “Exchange Act”). The public may read and copy any materials we file with the SEC at the SEC’s
Public Reference Room at 100 F Street, N.E., Washington, DC 20549. The public may obtain information on the operation of the Public Reference
Room by calling the SEC at [phone]. In addition, we are an electronic filer. The SEC maintains an Internet site that contains reports, proxy and
information statements, and other information regarding issuers, including us, that file electronically with the SEC at the website address located at
www.sec.gov.
Our telephone number is 650-556-9440 and our website address is www.support.com. The information contained on our website does not
form any part of this Annual Report on Form 10-K. However, we make available, free of charge through our website, our annual reports on Form 10-
K, our quarterly reports on Form 10-Q and our current reports on Form 8-K filed or furnished pursuant to Section 13(a) or 15(d) of the Securities
Exchange Act of 1934 as soon as reasonably practicable after we electronically file this material with, or furnish it to, the SEC. In addition, we also
make available on http://www.support.com/about/investor-relations/corporategovernance our Code of Ethics and Business Conduct for Employees,
Officers and Directors. This Code is also available in print without charge to any person who requests it by writing to:
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