Support.com 2011 Annual Report Download - page 7


Our Diagnose and Repair services assist consumers with a wide range of computer-related problems. We use our
proprietary technology and processes and third-party tools to identify, diagnose and repair technical problems, including issues associated with
viruses, spyware, and other forms of malware, connectivity issues, and issues with software applications.
Our Tune-Up services enhance the performance of computers through optimization of key systems settings for faster startup and
shutdown, loading of programs and Internet browsing as well as increased available memory and storage space.
. Our Mobile Device services help customers to set up and get the most from their mobile devices, principally
smartphones and tablets. We help customers connect devices to the cloud to access the web or their own data, configure email and show them how to
find and install applications. Additionally we show customers how to synchronize data between their computers and mobile devices, and train them on
the capabilities of their mobile devices.
. Our Online Data Backup offering provides continuous backup to the cloud for documents,
pictures, video and other key personal or business data. Once in the cloud, customers can access that data from any other web-connected computer or
from over 800 mobile devices including standard mobile phones, smartphones and tablets. Our offering includes licensed software that provides the
ability to share and stream data to social or business networks in real-time from any of these web-connected devices.
. In addition to the remote support services also available for consumers, we also provide server and network
monitoring and management, cloud services such as hosted email and virtual desktops, and business-class data backup and disaster recovery. Our
acquisition of a managed service provider for small businesses in January 2012 expanded our small business support capabilities.
We deliver our services to customers using our Personal Technology Experts, leveraging our proprietary technology platform. Most PTEs
work from their homes rather than in brick and mortar facilities. Employee PTEs are recruited, tested, hired and trained on a virtual basis using
proprietary methods and remote technology. We also utilize contract labor in our service operations. We strive to continually enhance service delivery
through increased automation and process improvement using Six Sigma methodologies.
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Our end-user software products are designed to maintain, optimize and secure personal computers. Certain software products are licensed on a
perpetual basis while others are offered on a subscription basis.
Our principal software products include products designed for:
. Our Advanced Registry Optimizer® software (“ARO®”) is designed to identify and repair errors in the
registry database on personal computers running Microsoft Windows (“PCs”). Repairing these errors can improve performance and stability of a
user’s PC.
. Our Cosmos™ software is designed to maintain and optimize the performance of PCs. Cosmos includes
modules designed for hard drive maintenance, memory optimization, data security, privacy protection, system cleaning, registry repair, file recovery,
startup management, and other common maintenance and optimization tasks.
. Our Hard Disk Tune-Up software is a rapid disk maintenance program. It helps improve the performance of a PC
by defragmenting programs and data stored on the hard drive, which speeds access to stored information.
. Our MemTurbo software can increase available memory and improve PC performance by freeing
up unused application memory and managing how applications request and subsequently return memory to the operating system.
Support.com® RapidStart™ software can make PCs start faster by removing or delaying unnecessary or unwanted startup
programs, processes, and services. It is designed to incorporate community feedback into its recommendation engine.
Our SUPERAntiSpyware® software includes our advanced anti-malware technology that
protects PCs against spyware, adware, Trojans, dialers, worms, keyloggers, hijackers, parasites, rootkits, rogue security products and many other
types of threats and malware. It also includes a real-time engine that detects and removes malware present on a PC. It is designed to work in
conjunction with other computer security products such as anti-virus software.
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