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Support.com and Shaman Corporation Align to Deliver Expanded eSupport Solutions

Companies Share Vision to Prevent Costly Downtime Problems Via The Internet

Redwood City, Calif., December 14, 1999 - Support.com, a market-leading provider of eSupport solutions and Shaman Corporation, the leading provider of software reliability management (SRM) solutions, today announced a partnership to provide cost saving solutions to their customers. This alliance combines automated desktop discovery and software reliability tools with automated technical eSupport solutions, reducing the total cost of ownership of corporate computer systems through call avoidance, immediate remote diagnosis and repair of desktop software problems.

Enterprise Shaman is an Internet-based solution that dramatically increases software reliability for all users across the enterprise. Enterprise Shaman extends Support.com's capabilities, by finding software bugs, such as Y2K, and distributing the vendors' updates that affect each user's desktop. This proactively increases application reliability.

"As applications and systems continue to grow more complex, we are dedicated to providing scalable, cost-effective support for our employees and customers," said Nicholas Ondrejka, Director of Desktop Systems at Hambrecht & Quist. "Using complimentary technologies from Support.com and Shaman we are able to proactively solve many types of user problems and provide our support professionals with the content to understand when and why to update critical software across our enterprise."

Support.com's solution encompasses the entire support process of self-healing, self-service, and assisted service. The eSupport infrastructure collects all of the information required to address a support request, identifies likely root causes and shares the information to all parties involved in the support process.

"Like Support.com, Shaman uses the Internet as a vehicle for accessing and sharing real-time diagnostic data and problem resolution," said Support.com President and CEO Radha Ramaswami Basu. "By integrating both Support.com's eSupport solution and Enterprise Shaman within a company, help desk professionals are able to solve a multitude of support problems immediately, and in real time via the Internet."

"Software Reliability Management and eSupport are both important new technologies that provide the proactive solutions that Enterprise Service Desks are looking for,"said John Jack, President & CEO for Shaman Corporation. "Aligning with Support.com allows for the delivery of comprehensive solutions that meet the full range of our joint customers' eSupport requirements."

About Support.com
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 DNA Probe™ technology, which uniquely reduces the inefficiencies of traditional technical support. Leading edge companies like Excite@Home, Bear Stearns, Hambrecht & Quist, Sykes Enterprises, Micron Electronics, Albertsons, 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.

About Shaman Corporation
Shaman Corporation, developer of Enterprise Shaman™ and Shaman ASP™, bridges the gap between corporate software users and software vendors by ensuring Shaman's customers are running the most complete, current and compliant versions available. Released in October 1998, Enterprise Shaman has been recognized by Dataquest/Gartner Group as the leader in software reliability management solutions. Shaman's customers include Donaldson, Lufkin & Jenrette, Hambrecht & Quist, Intuit, Sterling Software and The U.S. Department of Education. More information on Shaman Corporation is available by calling 415-241-9952 or on the World Wide Web at http://www.eShaman.com.

Editorial Contact:
Bruce Fienberg
PR21
415-439-8385
bruce_fienberg@PR21.com

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