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IBM Broadens Relationship with Support.comIBM Chooses Support.com to Enhance Virtual Help Desk ProductRedwood City, CA, August 13, 2001 -- Support.com, Inc. (NASDAQ: SPRT), the leading provider of support automation software, today announced another milestone in its relationship with IBM (NYSE:IBM), whereby IBM Global Services will use Support.com's software platform in its new Virtual Help Desk solution. IBM's Virtual Help Desk, an outsourced service offering targeted initially for the corporate enterprise market, is designed to alleviate the high costs associated with corporate help desks and transform them into fully-automated, self-assisted operations by diagnosing and electronically solving technical problems.IBM's Personal Computing Division has already standardized on Support.com's support automation software for all of its personal computer products. Support.com's relationship with IBM Global Services marks the progression of both companies' commitment to offering services that decrease costs associated with technical support, while increasing customer satisfaction. "IBM's Global Services sees the Virtual Help Desk as the next generation of support for corporate help desks," said John Richards, IBM's eSupport Development Executive for Global Services. "Most importantly, we see the opportunity to assist enterprises in realizing significant savings by automating their support process. This is a win-win situation for both IBM Global Services and its customers." "With millions of outsourced desktops, IBM Global Services is the largest and one of the most respected information technology organizations in the world. We're delighted to team with them and believe this offering clearly underscores IBM's trust in us and our products," said Radha Basu, chairman and CEO of Support.com. IBM's Virtual Help Desk includes 24 hour, seven-day-a-week technical support via the Web. Additionally, the system can analyze data on the user's system and conduct time-stamped analysis to provide more efficient problem resolution. Virtual Help Desk builds on automated self-healing, self-help and assisted service processes to successfully answer user questions and help reduce support costs by as much as 30%. About IBM Global Services IBM Global Services is the world's largest information technology services provider, with nearly 150,000 professionals serving customers in 160 countries and annual revenue of more than $33 billion (2000). IBM Global Services integrates IBM's broad range of capabilities -- services, hardware, software and research -- to help companies of all sizes realize the full value of information technology. About Support.com Support.com (NASDAQ: SPRT) is the leading provider of support automation software. Corporate enterprises and service providers select Support.com because its unique software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction. Fortune 1000 companies using Support.com's software include corporate enterprises like GE, Cisco Systems, Delta Air Lines, and Bear Stearns, plus OEMs and service providers like IBM, Sony, CSC and Excite@Home. A recognized technology leader, Support.com has received four patents including those for its DNA Probe* and SmartIssue* technologies. Support.com's headquarters are in Redwood City, California, with offices worldwide. For more information about Support.com, please visit the Company's web site at www.support.com. This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements are subject to significant risks and uncertainties. In particular, the statements about the announced customer's planned use of and the expected benefits from the Support.com solution are subject to a number of risks and uncertainties, including but not limited to the remaining time and effort required to complete the deployment, technical challenges specific to the customer's implementation of the solution, the rapid pace of technological change, and other business and economic challenges. A discussion of the risks and uncertainties that could affect Support.com are more fully set forth in the risks factors detailed from time to time in our SEC reports, including those described in the Annual Report on Form 10-K. Statements included in this release are based upon information known to Support.com as of the date of this release, and Support.com assumes no obligation to update information contained in this press release. Support.com, Resolution Suite, SmartIssue, and DNA Probe are registered trademarks or trademarks of Support.com, Inc. in the U.S. and other countries. All other trademarks belong to their respective owners. Editorial Contact: Joi Deaser Support.com 650.556-8930 joi@support.com top of page |
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