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SUPPORT.COM’S EBUSINESS INFRASTRUCTURE SOFTWARE TO SUPPORT GE’S EXTENDED ENTERPRISE VIA THE WEB

Redwood City, CA, August 14, 2000 -- Support.com, Inc. (Nasdaq:SPRT), a provider of eBusiness infrastructure software that automates, enhances and personalizes user support over the Internet, today announced that General Electric (NYSE: GE) has selected Support.com's eSupport suite of products to provide personalized, electronic support solutions for its business units worldwide.

GE is currently deploying Support.com’s foundation support technology in a portal to provide web-based technical support services to employees. The new portal creates a network that automates many manual, time-consuming support tasks, improving problem resolution and the user support experience.

"As our e-business efforts continue to expand globally, support has become a key focus," said Gary Reiner, Senior Vice President and CIO of General Electric. “Support.com’s scalable infrastructure will enable us to provide better service at significantly lower costs.”

Support.com's eSupport suite of products is currently being deployed in several GE business units, including Plastics, Appliances, Aircraft Engines and Medical Systems.

In addition to using Support.com’s eSupport infrastructure, GE Capital and their IT Services Group have signed a reseller agreement with Support.com, enabling it to provide implementation services for GE and other companies looking for services to deploy and use Support.com’s solution.

The Support.com solution is designed to improve problem resolution and reduce calls to support analysts through empowering user self-service. With the support package, employees can solve simple and repeatable problems on their own or easily escalate the problem to a support analyst electronically via the intranet for enhanced problem resolution.

"Support.com is proud that GE, the recognized leader in corporate eBusiness process, has chosen to deploy Support.com's eSupport suite of products. We believe companies that evolve from traditional support methods to our self-healing, web-based eSupport suite technology gain numerous benefits including increased customer satisfaction and productivity, reduced support costs, and accelerated eBusiness growth," said Radha R. Basu, CEO and President of Support.com.

About GE

GE has made it a priority to migrate its traditional "brick and mortar" businesses to new e-business models. In 1999, e-Business became an official GE initiative, joining Six Sigma, Globalization and Services as the key growth strategies for the Company. In its first year, GE's e-business initiative yielded more than $1 billion in online sales. For 2000, the Company's e-Business strategic direction is three-fold: ensure that every GE business has a Customer Web Center offering the highest quality service, sales and support online; migrate internal procurement and supplier resources to the web to take advantage of increased productivity and cost savings; and ongoing development of new technologies and services that will contribute to online sales growth. The company's website is located at www.ge.com.

About Support.com

Support.com provides eBusiness infrastructure software that automates, personalizes and enhances user support over the Internet. The company's eSupport software is designed to accelerate eBusiness growth and increase customer satisfaction and retention. Support.com's product suite offers customers automated problem avoidance through system self-healing, call avoidance through user self-service portals and improved problem resolution through intelligent online assisted support. Support.com's customers include leading eBusinesses such as Cisco, Bear Stearns, and JCPenney, and leading service providers such as Excite@Home, Samsung SDS, Compaq, Computer Sciences Corporation and everdream. For more information about Support.com, call 877-493-2435 or visit our web site at www.support.com.

Editorial Contact:
Mary Demyan
Support.com
650-556-8531
maryd@support.com

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