1. SupportSoft operates two business segments. Can you describe the Consumer and Enterprise segments
In the Enterprise segment, our solutions reduce technology support costs, improve customer satisfaction and enable new revenue streams for companies. We serve Digital Service Providers, Managed Service Providers, as well as the IT departments within some of the largest companies in the world.
In the Consumer segment, we provide Instant Technology Relief® to consumers and small businesses directly via our www.support.com portal and channel partners, which include retailers, internet service providers and anti-virus companies, among others. These partners offer branded services as part of their own integrated consumer programs in order to fix, configure, and setup today’s consumer technology.
2. How big is the Consumer market?
Third party market research firm Parks Associates has projected the current market to be $2.9 billion in 2008, growing to $5.2 billion by 2012.
More than ever before, consumers view technology as critical in their daily lives. According to a recent support.com survey of over 7,000 US broadband consumers, 70% deem a home computer “very important” or “couldn’t live without it.” support.com estimates that each year in the US alone over 120 million home computers have problems causing significant inconvenience. In 2006 alone, 28 million U.S. adults spent approximately $100 to get their computers working.
3. Who does SupportSoft compete with?
Within the Enterprise segment, we compete with a range of publicly traded and privately held companies. In our digital service provider business, we compete with Motive (Alcatel-Lucent), NGB, Fine Point Technologies, 2Wire, Motorola and Siemens. In our corporate IT business, our principal competition comes from companies such as ATG, BMC, CA, eGain, Hewlett Packard, Talisma, Kana, Knova and RightNow. In addition, we compete with hosted offerings from companies like Citrix. We also compete with a variety of internally developed applications.
Within the Consumer segment, we compete with electronics retailers that offer premium technology support, such as Best Buy’s Geek Squad and Circuit City’s firedog. We also compete with a number of privately held companies that offer online technology support as well as local computer repair shops and independent IT consultants. The Consumer market is extremely fragmented. According to a support.com survey of over 2,000 broadband consumers, 63% of the market is served by local & regional support provider (e.g., “mom and pop shops” or independent IT consultants).
4. Where are SupportSoft shares traded?
SupportSoft shares are traded under the symbol “SPRT” on the Nasdaq Market.
5. When is SupportSoft’s fiscal year-end?
Our fiscal year-end is December 31st.
6. Can I buy SupportSoft shares directly from the company?
No. Contact your broker or investment advisor regarding purchasing SPRT stock.
7. Who do I contact to change information regarding my SupportSoft shares?
If you are a registered shareholder, changes (i.e. name, address, phone, etc.) should be directed to SupportSoft's Transfer Agent, Computershare Investor Services. If you are a beneficial shareholder (holding in street name), changes should be directed to your broker.
8. Who is SupportSoft's Transfer Agent?
You can contact our transfer agent as follows:
Computershare Investor Services
350 Indiana Street, Suite 800
Golden, CO 80401
(303) 262-0600
www.computershare.com
9. What is SupportSoft’s dividend policy?
We have never declared or paid dividends on our capital stock and do not anticipate paying any dividends. We expect to retain our earnings, if any, for the development of our business.
10. Who do I contact to change information regarding my SupportSoft shares?
If you are a registered shareholder, changes (e.g., name, address, phone, etc.) should be directed to SupportSoft's Transfer Agent, Computershare Investor Services. If you are a beneficial shareholder (holding in street name), changes should be directed to your broker.
11. How can I obtain financial filings (Forms 10-K and 10-Q)?
Financial filings can be viewed or printed by using the SEC Filings link also available on this web site.
12. When was the company incorporated?
We were incorporated in Delaware in December 1997 under the name Replicase, Inc. We changed our name to Tioga Systems, Inc. in October 1998, to Support.com, Inc. in December 1999 and to SupportSoft, Inc. in March 2002.
13. When did SupportSoft go public?
We priced 4.25 million shares of our common stock on July 19, 2000.
14. Who do I contact regarding company information?
Contact our investor relations team:
Carolyn Bass 415-445-3232
Daniel Wood 415-445-3235