Support.com, Inc. provides cloud-based software and services that enable technology support for a connected world. The company offers outsourced support services for service providers, retailers, IoT (Internet of Things) solution providers and technology companies. Its technology support services programs are designed for both the consumer and small and medium business markets, and include computer and mobile device set-up, security and support, virus and malware removal, wireless network set-up, and home security and automation system support. The company’s Support.com Cloud offering (Nexus) is a software-as-a-service (SaaS) solution for companies to optimize support interactions with their customers using their own or third party support personnel. The company also offers end-user software products, including tools and apps designed to address some of the most common technology issues, including computer and mobile device maintenance, optimization and security. The company markets its technology support services primarily through partners, who resell the services to their customers or include them in their service offerings. The company’s Support.com Cloud offering (Nexus) is marketed directly, primarily through its sales team, as well as through partners. The company markets its end-user software products directly, principally online, and through partners. The company’s sales and marketing efforts are primarily focused in North America. Technology Support Service Programs Support.com technology support services are distributed through partners, using the partner’s brand or in referral programs using the Support.com brand. Partners include retailers, original equipment manufacturers, software providers, broadband providers, Internet services providers, and warranty providers. The services programs include one-time services (incidents), subscriptions, and bundled components of offerings. The company’s programs are based on the following core services: Connected Home and IoT Services: For connected home technology and automation systems, the company offers a range of services to help customers set up, configure and use new systems, including helping consumers personalize system settings to meet specific lifestyle needs. Technical Support Services: The company offers various troubleshooting, installation, set-up and enablement services for computers, peripherals and mobile devices and their connectivity. The company identifies, diagnoses, and repairs technical problems, including issues associated with viruses, spyware, and other forms of malware, connectivity issues, and issues with software applications. The company creates new user accounts, configures automatic system updates, removes unnecessary trial software, connects devices to the cloud, finds and installs applications, and synchronizes data among devices. These services cover various devices, regardless of manufacturer. Support is provided for devices, including PC, laptops, tablets, mobile devices and other connected devices. The company’s smartphone and tablet services include configuring mobile devices for wireless network (Wi-Fi) access, setting up email, and educating customers on how to browse the Internet and install apps. The company secures and repairs problems with wireless networks. The company configures, connects, and establishes secure connections among computers, the wireless network and supported devices. The company delivers its services using specialists who work from their homes rather than in brick and mortar facilities. These technology specialists are recruited, tested, hired and trained on a virtual basis using proprietary methods and remote technology. The company also utilizes contract labor in its service programs. Support.com Cloud offering (Nexus) The company’s cloud-based software is the company’s primary offering in the Support Interaction Optimization space, which has been identified by Frost & Sullivan as a $1.3 billion, improving market. Support.com Cloud (Nexus) is a SaaS offering that provides primary levels of automation and analytics that enable companies to deliver technology issue resolution whi
support.com inc (SPRT:NASDAQ GS)
900 Chesapeake Drive
Redwood City, CA 94063
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