Support.com, Inc. provides cloud-based services and software. The company’s cloud-based Nexus Service Platform (Nexus Platform) enables companies to resolve connected technology issues, boost their support productivity, and improve their customer experience. It offers solutions, including technology and labor, and also provides the Nexus Platform separately on a software-as-a-service (SaaS) basis. The company offers major brands a range of technology services to meet the needs of their customers. Its service programs are designed for both the consumer and small business markets, and include computer and mobile device set-up, security and support, virus and malware removal, wireless network set-up, security and support, and home security and automation system onboarding and support. Its technology specialists deliver its services to customers online through remote control and by telephone, utilizing the Nexus Platform. Majority of its technology specialists work from their homes rather than in brick and mortar facilities. The Nexus Platform enables companies to deliver the support lifecycle, including customer onboarding and enablement, as well as traditional technology issue resolution. The Nexus Platform includes a unified workspace for support agents that combines remote support, guided and automated workflow, chat, telephony, ticketing, and order taking; real-time monitoring for supervisors; a desktop client and subscriber portal; a revenue module; and business analytics and reporting. The Nexus Platform revenue module includes marketing tools for recommending services, managing customer profiles, and messaging subscribers; commerce modules for Payment Card Industry compliant payment processing; and entitlement modules for subscription management, service definitions, and software licensing. The Nexus Platform provides business analytics and reporting for program performance, marketing activities, subscription usage and attrition, service delivery quality, service level management, and customer satisfaction. The Nexus Platform integrates with other systems through Web services interfaces. The company also offers end-user software products, including tools and apps designed to address some of the common technology issues, including computer and mobile device maintenance, optimization, and security. The company markets its technology services primarily through partners, who resell the services to their customers or include them in their service offerings. The Nexus Platform is marketed separately from its technology service offerings through various demand generation programs. It markets its end-user software products directly, principally online, and through partners. Its sales and marketing efforts are primarily focused in North America. Technology Service Programs Support.com technology services are distributed through partners, using the partner’s brand, as one-time services (incidents), subscriptions, and bundled components of offerings. The company’s programs are based on the following core services: Device Set-up and Enablement: The company offers various installation, set-up, and enablement services. Its Set-up and Configuration services complete the basic setup and configuration steps for new computers, peripherals, and mobile devices. It creates new user accounts, configures automatic system updates, removes unnecessary trial software, connects devices to the cloud, finds and installs applications, and synchronizes data between devices. Its Protection and Performance services install, update, and configure anti-malware software and operating system settings to improve digital security and could also install and configure parental controls and create user profiles that restrict Internet and application access. The company’s Tune-Up services improve the performance of devices through optimization of key systems settings for faster startup and shutdown, loading of programs, and Internet browsing, as well as increased available memory and storage space. These services cover various devices regardless of manufacturer. Its smartphone and tablet enablement services include configuring mobile de
support.com inc (SPRT:NASDAQ GS)
900 Chesapeake Drive
Redwood City, CA 94063
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