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For more information:
REDWOOD CITY, CA and MOUNTAIN VIEW, CA, July 11, 2000 –
eSupport.com, Inc. (www.support.com), a provider of eSupport infrastructure software for eBusinesses, and ePeople™
(www.epeople.com), formerly NoWonder, the online marketplace for IT services and support, today announced the formation
of a strategic OEM alliance and licensing agreement to broaden the companies' eSupport infrastructure and online marketplace
service offerings. This alliance is the first step in a collaborative relationship to offer outstanding customer support
for businesses and service providers of the extended enterprise.
"This relationship looks like a win/win for both partners," stated Allen Bonde, Director of Advisory Services at Extraprise.
"As Web-based support becomes a critical enabler for successful e-business, and more and more organizations look to the marketplace
model for economies of scale and flexible outsourcing of IT services, we believe this combination makes a lot of sense."
The ePeople online marketplace matches companies in need of IT support with service providers that can offer the appropriate
technical assistance, allowing support to be delivered directly via the Internet. As part of the agreement, ePeople will license
Support.com's eSupport infrastructure to enhance the IT services and support procurement and delivery experience provided by
ePeople's online marketplace. By integrating Support.com's products into its online marketplace, ePeople increases the value
that it offers to its customers, making available fast, reliable, and cost effective service and support solutions. Support.com's
products increase efficiencies in the delivery and management of IT support services, allowing service and support providers within
the online marketplace to positively affect a user's experience.
"Our partnership with Support.com extends our commitment to build a robust and complete online services and support delivery
infrastructure," said Anthony Lye, president and CEO for ePeople. "Support.com's products allow our IT service and support providers
to offer automated and personalized solutions that provide IT buyers a positive online support experience."
Additionally, Support.com will be the exclusive reseller of ePeople's Talkback™ product, and intends to integrate the core
Talkback technology into future versions of the Support.com product suite. This integration can help provide a robust, scalable
eSupport solution for organizations such as independent software vendors (ISVs), application service providers (ASPs), and corporate
enterprises supporting custom eBusiness applications. Talkback has already been selected for use at major ISVs, including Microsoft,
Remedy, Clarify, Netscape, BMC, Intuit and others.
ePeople's Talkback technology extends Support.com's core patented solution in two key ways. First, Talkback includes automated issue
routing and management capabilities, setting the new standard for eSupport server capabilities. Second, Talkback provides automated
information gathering and diagnosis for software bugs, which is an important capability for ISVs and ASPs supporting mission critical
eBusiness applications. This combined offering is expected to deliver solutions that span an organization's R&D, Q&A and support groups,
ultimately delivering higher quality products to the market, and enabling product development to more quickly respond to customer support
issues.
"ePeople continues to demonstrate its information technology leadership role by defining online services and support in a B2B support
marketplace," said Radha Basu, CEO of Support.com. "This is an exciting partnership for us as we are together taking part in creating
the infrastructure that redefines how IT services and support are procured and delivered in the Internet economy."
About Support.com
Support.com is a provider of eBusiness infrastructure software that automates and personalizes user support over the Internet. The
company's eSupport software is designed to help eBusinesses 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 Cisco, Bear Stearns, and JCPenney, and leading service
providers such as Excite@Home, Samsung SDS, Compaq, Computer Sciences Corporation and everdream. For more information about Support.com,
call 877-493-2435 or visit our web site at www.support.com.
About ePeople
ePeople, founded in 1997, is the leading provider of knowledge and expertise management solutions for resolving business-critical
situations throughout the enterprise. ePeople Teamwork focuses on Customer Support, Team Selling, Professional Services and
Research & Development organizations. Customers of ePeople include Oracle Corp, Cognos, InstallShield, Openwave Systems, Inc.,
Adobe Systems, Inc., Production Access, OpSource Inc., and Service & Support Professionals Association (SSPA). Headquartered in
Mountain View, Calif., ePeople is privately held. Investors include Redpoint Ventures, Menlo Ventures, Integral Capital Partners,
Bedrock Capital, Brentwood Venture Capital, and CNET. More information on ePeople is available
at www.epeople.com.
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ePeople and the ePeople logo are trademarks of ePeople, Inc. All other trademarks are the property of their respective owners.
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