Profile: Support.com Inc (SPRT.O)
26 May 2017
Support.com, Inc. (Support.com), incorporated on December 3, 1997, is a provider of cloud-based software and services for technology support. The Company offers outsourced support services for service providers, retailers, Internet of Things (IoT) solution providers and technology companies. Its technology support services 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, and home security and automation system support. Its cloud-based offering, Nexus, is a software-as-a-service (SaaS) solution for companies to support interactions with their customers. It also offers end user software products, including tools and applications designed for technology issues, including computer and mobile device maintenance, optimization and security.
The Company's cloud offering, Nexus, includes a range of cloud applications, such as Agent Support, an application for automated guidance for customer support agents; Self-Support, an application for contextual self-service support for end-consumers either via the Web or mobile applications, and Embedded Support, a Software Development Kit (SDK) allowing access to support guidance to be integrated within Websites or mobile applications. Some of its features include remote support tools, data and analytics, and Web-based application programming interface (APIs). The Company's technology support services are distributed through partners, using the partner's brand or in referral programs using the Support.com brand. These partners include retailers, original equipment manufacturers (OEMs), software providers, broadband providers, Internet services providers and warranty providers. The services programs include one-time services (incidents), subscriptions and bundled components of offerings. Its programs are based on the core services, which include connected home and IoT services, and technical support services. For connected home technology and automation systems, it offers a range of services to help customers set up, configure and use new systems, including helping consumers personalize system settings. The Company offers a range of troubleshooting, installation, set-up and enablement services for computers, peripherals and mobile devices. It identifies diagnoses and repairs technical problems, including issues associated with viruses, spyware, and other forms of malware, connectivity issues and issues with software applications. 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 among devices.
The Company's smartphone and tablet services include configuring mobile devices for wireless network (Wi-Fi) access, setting up e-mail, and educating customers on how to browse the Internet and install applications. It secures and repairs problems with wireless networks. It configures, connects and establishes secure connections among computers, the wireless network and supported devices. Certain software products are licensed on a perpetual basis while others are offered on a subscription basis. The Company's principal software products include products designed for malware protection and removal (SUPERAntiSpyware), personal computer (PC), smartphone and tablet maintenance and optimization (Cosmos), and PC registry cleaning and repair (ARO). Its SaaS technology includes Guided Paths automated workflows, remote control of customer devices, automated device and systems data collection, and business analytics.
575 Broadway St
REDWOOD CITY CA 94063-3122