SUPPORT.COM TEAMS WITH EXCITE@HOME TO DELIVER WEB BASED SUPPORT

Agreement to Provide Internet Users with Web based PC Support

• Self-Healing™ Software. Patented technology which underlies the support infrastructure prevents problems from occurring in the first place, so end users are less likely to have problems with access to their computers and the Internet.
• Self-Service. The infrastructure allows support providers to develop fully automated support services to quickly resolve computer support issues. Support services will include self-service interfaces to provide automatic answers to "how-to," system problems, and other computer support questions.
• Assisted Service. The services will provide direct access to support professionals who will use the remote eSupport capabilities to gather the information required to determine the root cause of problems and to immediately resolve them. "Excite@Home's support portal is an important milestone for the Internet. As the consumer Internet community has grown beyond the 100 million mark, technical support has become a major competitive advantage. Excite@Home is quickly setting a path that others will follow, " said Radha Basu, president and CEO of Support.com. "Availability of Excite@Home's support portal is an important step in achieving Support.com's goal of ensuring all portals are eSupport enabled."
  
  The services offered by Support.com build on Excite@Home's Customer Care resources, which utilize Support.com's Internet support infrastructure to provide web-based support to Excite@Home's broadband service customers, projected to top 1 million by year end 1999. The solution helps Excite@Home's support organization resolve support issues more efficiently and contribute to improved customer satisfaction - helping to reach the goal of having @Home subscribers always connected.
  
  Other companies, to be named later, plan to provide a variety of support services to users of the Excite@Home support portal, including virus protection, aggregated support content, electronic support, and eCommerce offerings. Virus protection allows users to proactively avoid a large number of PC problems by employing robust virus scanning and removal. Aggregated support content allows end users to quickly find the information they need to answer their own questions by accessing up-to-date aggregated support content and links. If a user cannot resolve a problem using self-service, electronic support allows them to quickly get qualified assisted service to ensure their question is answered. And when support issues call for a hardware upgrade or replacement, eCommerce allows them to quickly find the best solution for their needs.
  
  This is the beginning of an evolving effort to provide integrated, automated support capabilities that allows end users to receive advanced support through support portals.
  
  About Support.com (Formerly Tioga Systems, Inc.)
  Support.com is a market leading provider of eSupport solutions. The company's Internet support infrastructure enables businesses and support providers - such as Enterprise IT, PC vendors, ISPs, and ASPs - to support any computer user automatically and via the Web. Support.com pioneered and patented DNA Probe™ technology which uniquely reduces the inefficiencies of traditional technical support. Leading edge companies like Excite@Home, Bear Stearns, Hambrecht & Quist, Micron Electronics, Albertson's, and CompuCom are using Support.com to drive down support costs and gain a competitive advantage in their markets through the combination of problem prevention, active self-service, and automated assisted service. For more information about Support.com's Internet support infrastructure, call us at 650-556-9440 or visit our Web site: www.support.com.
   
  Editorial Contact:
  Bruce Fienberg
  PR21
  415-439-8385
  bruce_fienberg@PR21.com
   
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