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SUPPORT.COM DELIVERS NEXT GENERATION ESUPPORT SOLUTION

Product Suite 4.0 Infrastructure Enables Personalized, Automated, Web Enabled Support in Six Languages for Worldwide Customer Service

Redwood City, CA, August 14, 2000 -- Support.com, Inc. (Nasdaq: SPRT), a provider of eSupport infrastructure software for eBusinesses, today launched the Support.com Product Suite 4.0, a next generation, global software solution that enables customers to provide quality, Internet based service and support to clients and customers worldwide in six languages. Additionally, new SmartIssue technology, included in the suite, makes self-service more effective by allowing customers the ability to automatically analyze, manage and route SmartIssue information based on real-time business rules. Furthermore, it enables organizations to connect users via the Web with the right support resource whether they are internal or external to the organization.

According to Forrester, “The biggest challenge in providing Internet-based customer service is the ability to gather information.” Support.com’s new SmartIssue technology solves this problem by automatically collecting personalized information about a users problem or question making self-service more effective by delivering context-sensitive solutions and enabling faster assisted service by providing support professionals information they need to deliver automated eSupport.

Radha Basu, CEO and President of Support.com stated, “Version 4.0 demonstrates Support.com’s dedication to our core value proposition of providing innovative and extendible eSupport infrastructure software to our customers. In today’s complex and dynamic eBusiness environment, our customers seek to increase customer satisfaction and control costs. We are proud to be the first to deliver a global and scalable solution in six languages.”

The Support.com Product Suite 4.0 has completed a careful beta testing cycle with a wide variety of Support.com customers, including Excite@Home.

“We are a pioneer of Support.com’s eSupport solutions and have seen significant results with their past two product versions, addressing the most complex support problems within our organization”, said Lenny Alugas, VP of Customer Care and Satisfaction, Excite@Home. “Version 4.0 equips our support analysts with the personalized information they need to quickly deliver the right solution for a specific problem allowing them to resolve a user’s request more quickly and painlessly, providing a unique and satisfying customer support experience.”

Key Features
The new Product Suite 4.0 extends Support.com’s core capabilities, providing automated problem resolution for the extended enterprise, including:

 Internationalization. Support.com software is available globally for customers who are planning to use Support.com's support solutions to leverage the Internet to provide quality service and support to clients and customers worldwide in six languages and formats including: English, French, German, Spanish, Japanese and Korean.

 Scalability & Deployability. The Support.com product architecture is built on industry proven technology that enables it to scale with the volume of eBusiness. This web-based architecture enables deployment of an eSupport solution without preloading software on every end user’s system.

 SmartIssue™ Technology. Support.com’s SmartIssue™ technology automatically collects personalized, context-sensitive information about a problem or question in order to: 1) make self-service more effective by delivering the right solution for the specific problem and 2) enable faster assisted service by providing support professionals with the information they need to quickly resolve a user’s request.

SmartIssue technology is also a part of Support.com’s continuing effort to coordinate development activities with Microsoft in order to provide a fully integrated, comprehensive eSupport solution to the marketplace. Support.com’s SmartIssue technology uses the same XML-based definition used in Microsoft’s PCHealth initiative to define, store, and share support incident information across the extended enterprise.

 Enhanced Security and Privacy. Version 4.0 uses industry standard security protocols based on digital certificates and public-key cryptography to provide a secure support infrastructure in a secure manner.

These new capabilities underscore Support.com’s technology innovation as a leading personalized and scalable eSupport solution for eBusinesses.

The Full Support Suite
Support.com’s version 4.0 Product Suite includes the following products:

 The User Center: a web-based application that provides users across the extended enterprise with self-healing and self-service capabilities, for problem avoidance and call elimination.

 The Support Center: a web-based application that provides a suite of tools for remote assisted service and enterprise-wide problem resolution. Enables support professionals to automate and optimize support for shorter call time.  The Support Portal Hub: a platform that enables virtual support networks that link internal and external users to the right support resource for their problem or question.

 The Foundry: a comprehensive environment for content authoring and management that provides support professionals with the ability to create, manage, publish and maintain automated SupportAction™.

 Integration Activators: integration modules for leading call-tracking systems, knowledge bases and other support technologies. Integration Activators make existing support technologies more effective by automatically feeding personalized information about the user, the problem and the system into them.

 RightAnswers.com Knowledge Base: a comprehensive business-to-business support knowledgebase from ServiceWare that provides customers with the ability to find the answers to their problems and more effectively resolve problems once the answers are found.

Availability
The Support.com Product Suite 4.0 is currently available in six languages.

About Support.com

Support.com is a provider of eBusiness infrastructure software that automates and personalizes user support over the Internet. The company's eSupport software is designed to help eBusinesses scale, accelerate growth, and increase customer satisfaction and retention. Support.com's software enables web-based support across an extended enterprise of customers, supply chain partners, and employees, automating the resolution and management of support requests in complex eBusiness environments. Support.com offers customers the ability to automate problem avoidance through self-healing, promote call avoidance through user self-service and improve problem resolution through optimized, assisted support. Our 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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