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Web-based Support Provides Home Help for it TrainingSupport.Com's Healing Agent Maximizes Efficiency and Success of Elsevier Training's Pc Home ProjectsREDWOOD CITY, Calif.--Oct. 17, 2000--Support.com, Inc. (NASDAQ:SPRT - news), a provider of eSupport infrastructure software for eBusinesses, announced Elsevier Training intends to provide automated and personalized PC support to users across Europe by supplying Support.com's eSupport software package in PC Home projects.Support.com partner, IP Globalnet, has been selected to supply software and consulting services for the implementation of Support.com's Healing Agent as part of Elsevier Training's PC Home project. In such projects companies supply PC's to their employees for use at home with the reassurance that Elsevier Training will provide not just the training for all the software tools but also full IT support and warranty and repair services. Elsevier Training intends to provide the Support.com Healing Agent pre-installed on all the PC's delivered to employees at home. Even before the user is aware of a problem, the Support.com solution can proactively identify glitches and quickly fix them. If a problem is encountered, the software empowers users to diagnose what has changed on their system and attempt to resolve it themselves. If self-healing or self-service have not resolved the problem, the user will be able to request assisted service from an Elsevier Training support analyst, who will guide the user through the diagnosis and resolution of the problem. The provision of core applications training is vital to businesses and an increasing number of companies have realized the benefits of training workers at home. Elsevier Training offers courses to home-based employees in all software applications and offers its customers a choice of hardware and access to the helpdesk for three years. ``As businesses expand and extend their deployment of IT software packages, the need for efficient IT support becomes increasingly critical,'' said Terry Lawlor, director of marketing for the European Middle East Africa (EMEA) at Support.com. ``Support.com's scalable infrastructure enables companies, such as Elsevier Training, to provide better service at significantly lower costs to their customers.'' Elsevier Training will be the first company to offer this advanced support software to their customers in PC Home Projects. Elsevier Training's PC Home projects have been rolled out in France, the Netherlands and Belgium with plans to extend into UK and Italy later this year. About Elsevier Training Elsevier Training was established in Belgium in 1987 and is active at the crossroads of training and Information and Communication Technology. The company not only provides training in IT, but also uses IT to provide and organize training in other areas. With this unique approach, Elsevier Training can provide an answer to companies' most diverse training requirements. In addition, it plays a pioneering role in the field of developing advanced forms of training, where the use of IT plays a crucial role. Over a period of ten years, Elsevier Training grew to be one of the most successful training companies in both Belgium and Luxembourg. In addition, it has now established offices in The Netherlands and France, and is planning to open further sites in the UK and Italy. About IP Globalnet IP Globalnet ( http://www.ip-globalnet.com ) provides services and technology that allow companies to better communicate, with an emphasis placed on interactions in an e-business environment. IP Globalnet is organized into two divisions: Global Integration designs, implements and supports, whether or not developed in-house, components for integrating and optimally managing the data flows within a company. Global Care offers 'value added services' allowing companies to cope with the increasing complexity of data flows with their customers. With these services, Global Care offers a solution which allows communication, regardless of the chosen channel (telephone, fax, e-mail, Web, chat, WAP, SMS, etc.), to take place efficiently. IP Globalnet has partnerships with 3Com, Elsevier Training and Dialogic. In addition, the company has customers such as Bacob, ING, ABN-AMRO, Postbank, Mannesman, KPN Telecom, Generale Bank, Tractebel, Reuters, Ericsson, France Telecom, Swisscom, Belgacom France, Siemens, Sabena, Bayer, Polkomtel, IKEA, Nespresso, Elsevier, Het Laatste Nieuws (Euro 2000), Belgium International Travel, De Bandt-Van Hecke in its portfolio. Besides its headquarters in Zaventem, Belgium, IP Globalnet also has offices in the Netherlands, Great Britain, Germany and France. About Support.com Support.com provides e-business infrastructure software that automates, personalizes and enhances user support over the Internet. The company's eSupport software is designed to accelerate e-business 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 customers include leading e-businesses such as Cisco, Bear Stearns, and JCPenney, and leading service providers such as Excite@Home, Samsung SDS, Compaq, Computer Sciences Corporation and everdream. 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. Actual results may differ materially from those described in such statements as a result of these risks and uncertainties. In particular, the statements relating to the announced customer's planned use and deployment of the Support.com solution and the specific technical and financial benefits the customer expects to achieve with Support.com's solution are subject to a number of risks and uncertainties including the remaining time and effort required to complete the deployment, which could be greater than expected, technical challenges specific to the customer's implementation of the solution, and other factors particular to the customer which could impact whether the customer continues to use Support.com's solution in the future. A fuller discussion of the risks and uncertainties that could affect Support.com are more fully set forth in the Risk Factors section of Support.com's Registration Statement on Form S-1 filed with the Securities and Exchange Commission on July 18, 2000. Support.com assumes no obligation to update forward-looking information contained in this press release. Support.com and its products and components, and related logos, are trademarks of Support.com, Inc. in the U.S. and other countries. All other product, trademark, company or service names mentioned herein are the property of their respective owner. Editorial Contact: Mary Demyan Support.com 650-556-8531 maryd@support.com top of page |
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