Comcast Selects Support Infrastructure From Support.com.

Business Editors/High-Tech Writers

REDWOOD CITY, Calif.--(BUSINESS WIRE)--Jan. 10, 2001

Support.com, Inc. (Nasdaq:SPRT), the leading provider of support infrastructure software for digital businesses, announced today that Comcast Online Communications, a division of Comcast Cable Communications, the country's third largest cable operator, has selected Support.com's eSupport solution as its comprehensive support infrastructure.

Comcast employs an Online Help Desk to support its current customer base of more than 350,000 broadband subscribers. The company intends to use Support.com's suite of support infrastructure solutions to better automate assisted services through a Web portal for every Comcast @Home subscriber.

"We have experienced explosive demand for our broadband Internet services, resulting in new and exciting challenges to deliver scaleable, cost-effective solutions to our customers. To manage this growth and help meet our goal of being a new products leader, we were looking for a company with proven expertise in eSupport, one that could deliver a truly comprehensive solution," stated Mitch Bowling, vice president of Operations and Customer Care for Comcast Online.

Support.com's scaleable eSupport solutions enable broadband operators to respond to customers' support demands and maintain high customer service starting at the point of installation. Support.com's solution enables ISPs to capture rich information during installation and use that information to provide personalized, ongoing support to help ensure continued customer satisfaction and subscriber loyalty.

"Our relationship with a new products leader like Comcast illustrates our ability to deliver quality support infrastructure software to leading corporations in their respective fields," said Radha Basu, CEO and president at Support.com. "Our objective is to ensure that each of our customers and partners delivers the highest quality of support to their end-users while generating significant return on investment."

About Comcast Online Communications

Through its partnership with Excite@Home, Comcast Online Communications offers residential customers the fastest, easiest and most entertaining way to access the Internet from home in more than 30 markets. Comcast Online has a team of dedicated Internet service representatives available to answer any questions about cable modems. For more information, call 888/793-9800 or visit www.comcast.com.

About Comcast Cable

Headquartered in Philadelphia, Comcast Cable is a division of Comcast Corporation (www.comcast.com), a developer, manager and operator of broadband cable networks and provider of programming content. Comcast Cable is the third largest cable company in the United States. Providing basic cable, digital cable and high speed Internet services, Comcast Cable is the company to look to first for the communications products and services that connect people to what's important in their lives. Incorporating pending cable transactions, the company's more than 10,000 cable division employees will serve more than 8.2 million customers in six geographic regions.

About Support.com

Support.com is the leading provider of support infrastructure software that automates and personalizes user support over the Internet. The company's eSupport software is designed to help digital businesses scale, accelerate growth, and increase customer satisfaction and retention. Support.com's software enables web-based support across an extended enterprise of customers, supply chain partners, and employees, automating the resolution and management of support requests in complex eBusiness environments. Support.com offers customers the ability to automate problem avoidance through self-healing, promote call avoidance through user self-service and improve problem resolution through optimized, assisted support. Our customers include leading eBusinesses such as IBM, Cisco, General Electric, Bear Stearns, and JCPenney, and leading service providers such as Excite@Home, Samsung SDS, Compaq, and Computer Sciences Corporation. For more information about Support.com, please visit the Company's 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. For example, the statements relating to the announced customer's planned use of the Support.com solution and the specific technical and other benefits the customer expects to achieve with Support.com's solution, are subject to a number of risks and uncertainties, including but not limited to the remaining time and effort required to complete the deployment, which could be greater than expected, technical challenges specific to the customer's implementation of the solution, the rapid pace of technological change, and other factors particular to the customer which could impact whether the customer continues to use Support.com's solution or achieve desired results. 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 and its related logs are trademarks of Support.com, Inc. in the U.S. and other countries. All other trademarks belong to their respective owners.