Support.com 2011 Annual Report Download - page 9

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For subscriber care, our EasySupport desktop agent software resides on the customer's computer and provides one-click access to a service
agent, automated computer optimization and subscription management functions. With one click, the subscriber can request live assistance and a
Personal Technology Expert is immediately presented with the customer’s account information, subscription entitlements and service
history. EasySupport also scans and optimizes the customer’s computer on a periodic basis, thus adding ongoing value to the subscription that
extends beyond live interactions. In addition, EasySupport provides direct visibility into the subscriber’s account information and notifies them
proactively of potential issues such as the upcoming expiration of their credit card or their subscription term.
For partner programs, we leverage our Service Delivery Management System (“SDMS”) to simplify and orchestrate the ordering and
workflow of services across multiple parties, ensuring that the right delivery party takes the right next step at the right time. To accomplish this, the
SDMS utilizes a built-in workflow engine and a set of standardized web service integrations to our partners’ billing, point-of-sale, customer care and
third-party provider systems. SDMS also includes an online portal for customers and partners, thus promoting a seamless experience and a high level
of visibility throughout the service delivery process.
For data analytics, we build and maintain a data warehouse that securely aggregates and restructures data from all of our applications to create a
comprehensive view of the service delivery lifecycle. This rich data set provides visibility into sales conversion effectiveness, service delivery
efficiency, service level performance, subscription utilization, partner program performance and many other aspects of running and optimizing our
business. Our partners also receive reports and analytic information from the warehouse for their programs on a regular basis via secure data feeds.
For end user software products, we build and enhance the ARO, Cosmos, SUPERAntiSpyware, RapidStart, Hard Disk Tune-Up and
MemTurbo products described under “Our Software Products” as well as new software products currently under development.
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We own the registered trademarks SUPPORT.COM and PERSONAL TECHNOLOGY EXPERTS in the United States for specified support
services and software, and we have registrations and common law rights for several related trademarks in the U.S. and certain other countries. We
own the domain name  and other domain names, and have rights to the phone number 1-800-PCSUPPORT. We have exclusive
rights to our proprietary services technology, and our end user software products. We also have non-exclusive rights to distribute certain other
software products.
We own three U.S. patents related to our business and have a number of pending patent applications covering certain advanced technology. Our
issued patents include U.S. Patent No. 8,020,190 (“Enhanced Browser Security”), U.S. Patent No. 6,754,707 (“Secure Computer Support System”)
and U.S. Patent No. 6,167,358 (“System and Method for Remotely Monitoring a Plurality of Computer-Based Systems”). We do not know if our
current patent applications or any future patent application will result in a patent being issued with the scope of the claims we seek, if at all. Also, we
do not know whether any patents we have or may receive will be challenged or invalidated. It is difficult to monitor unauthorized use of technology,
particularly in foreign countries where the laws may not protect our proprietary rights as fully as they do in the United States, and our competitors may
develop technology that competes with ours but nevertheless does not infringe our intellectual property rights.
We rely on a combination of copyright, trade secret, trademark and contractual protection to establish and protect our proprietary rights that are
not protected by patents. We also enter into confidentiality agreements with our employees and consultants involved in product development. We
generally require our employees, customers and potential business partners to enter into confidentiality agreements before we will disclose any
sensitive aspects of our business. Also, we generally require employees and contractors to agree to assign and surrender to us any proprietary
information, inventions or other intellectual property they generate while working for us in the scope of employment. These precautions, and our
efforts to register and protect our intellectual property, may not prevent misappropriation or infringement of our intellectual property.
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