BT Plugs In Support.com to Improve Service Desk Operation; Support.com's Technology to Provide Personalized, Automated IT Support.

Business Editors/High-Tech Writers

REDWOOD CITY, Calif.--(BUSINESS WIRE)--Feb. 21, 2001

BT has selected Support.com's software platform to enable faster, more effective, Web-based support for its employees.

With the number of calls to BT's internal service desk increasing to over one million calls per year, the introduction of automated, Internet-based technology is seen as critical. Support.com, Inc. (Nasdaq:SPRT), the leading provider of support infrastructure software for digital businesses, can help BT to cost-effectively meet this increased user demand.

The initial deployment will pilot Support.com's software platform across several key BT divisions, enabling problem avoidance and self-service for employees and empowering IT support professionals with assisted-service capabilities. This can result in fewer calls to the service desk and a reduction in the time and associated costs involved in resolving employee queries.

"As more and more complex technology is deployed in the workplace, the demands on IT support have been increasing. We have recognised the need to automate the support process in order to run a cost- and time-efficient service desk," said Ian Gardner, IT operations director at BT. "We anticipate that not only will Support.com's software enable us to scale support to meet the increased demands from the business, but that it will also increase our internal customer satisfaction."

"BT shares our vision of improving service levels by automating and personalizing support over the Internet, whether employees are in the office or working remotely," said Tony Rodoni, general manager, EMEA at Support.com. "Our software platform provides the flexibility and scalability to meet the support needs of the most demanding enterprise, which is why many of the world's leading digital businesses have selected Support.com. We are delighted to be working with BT on this new and exciting initiative."

About BT

British Telecommunications plc is one of the world's leading providers of telecommunications services and one of the largest private sector companies in Europe. Its principal activities include local, long distance and international telecommunications services, mobile communications, Internet services and IT solutions. In the U.K., BT serves 28 million exchange lines and more than seven million mobile customers, as well as providing network services to other licensed operators.

About Support.com

Support.com (Nasdaq:SPRT) is the leading provider of support infrastructure software essential for digital business. Corporate enterprises and service providers select Support.com because its unique software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees. With the growing reliance on digital processes to drive business operations and growth, Support.com believes companies face a tremendous burden: the fundamental need to better support users, systems and processes. Support.com customers have successfully deployed the company's infrastructure throughout a range of intranet and extranet-based environments. Fortune 1000 companies using Support.com's software include corporate enterprises like GE, Cisco, Delta, and Fidelity, plus service providers and OEMs like IBM, Sony and Excite@Home. A recognized technology leader, Support.com has received four patents for its DNA Probe(TM) and SmartIssue(TM) technologies. Additionally, it has five patents pending. Support.com's headquarters are in Redwood City, Calif., with offices throughout the world. For more information, visit the company Web site at www.support.com.

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. In particular, the statements relating to the Company's extension of the current solutions and the benefits expected from such extension, and the plan to become the dominant support infrastructure supplier, are subject to a number of risks and uncertainties including technical challenges customers may face in implementing the solution, which could limit the expected benefits; development, marketing, and sales challenges, which could limit the ability of Support.com to successfully market the solution; and the rapid pace of technological change and competitive developments in the eSupport market which could limit Support.com's ability to become the dominant supplier. A 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 and the Quarterly Report on Form 10-Q on file with the Securities and Exchange Commission. All forward-looking statements included in this release are based upon information known to Support.com as of the date of this release, and Support.com assumes no obligation to update forward-looking information contained in this press release.

Note to Editors: Support.com, SmartQualify, SmartVerify and their related logs are trademarks of Support.com, Inc. in the U.S. and other countries. All other trademarks belong to their respective owners.