Support.com

Support.com, Inc.

Support.com logo
Company type	Subsidiary
Industry	Services, Tech Support, Help Desk, Online tech support
Founded	1997
Founders	Mark Pincus, Scott Dale, Cadir Lee
Headquarters	Wilmington, Delaware Sunnyvale, California , USA
Products	TechSolutions, Nexus/Cloud, RightHandIT
Owner	Greenridge Generation Holdings
Website	www.support.com

Support.com, Inc. operates as a technology support provider catering to both corporate clients and individual consumers. Its main headquarters is situated in Wilmington, Delaware, complemented by an administrative office located in Sunnyvale, California. The company delivers assistance across multiple platforms including Windows, macOS, iOS, and Android, supporting a variety of connected and smart devices through a predominantly U.S.-based remote workforce.

The company also owns RightHand IT, headquartered in Louisville, Colorado, which specializes in managed IT services designed for small business clients.

History

Established in September 1997 by Mark Pincus, Scott Dale, and Cadir Lee under the name Replicase Inc. in Redwood City, California, the enterprise secured $2.5 million in funding from SoftBank. In October 1998, it adopted the name Tioga Systems, Inc., moved its headquarters to Palo Alto, and concentrated on developing self-healing software solutions for Windows applications.

In August 1999, Radha Basu joined from Hewlett-Packard to assume the roles of president and CEO, while Pincus transitioned to chairman. By December 1999, the firm rebranded as Support.com and shifted focus toward enterprise support software.

Support.com completed its initial public offering on July 19, 2000, with backing from Credit Suisse First Boston. The company changed its name to SupportSoft, Inc. on March 28, 2002. In June 2009, its enterprise technology assets were acquired by Consona Corporation, leading to a return to the Support.com name.

The company expanded its offerings and market presence through acquisitions such as Core Networks (2004), YourTechOnline (2008), Sammsoft (2009), SUPERAntiSpyware (2011), and RightHand IT (2012).

Leadership transitions include Basu’s departure in 2006; Josh Pickus from CA Technologies served as CEO until April 2014. He was succeeded by Elizabeth Cholawsky from Citrix Systems. Richard Bloom was appointed interim CEO in October 2016 before being confirmed permanently. Lance Rosenzweig took over as CEO in August 2020.

On September 15, 2021, Support.com underwent a reverse takeover when it was acquired by Greenridge Generation Holdings, marking a major change in ownership.

In 2023, the SuperAntiSpyware product line was divested to RealDefense SE.

Products and services

• TechSolutions – consumer-focused technical support for connected devices featuring live assistance through phone calls, chat sessions, or virtual house calls; includes Support.com Guided Paths along with complimentary self-help resources
• Virtual call center and remote IT help desk – outsourced technical support offerings supported by a software platform that facilitates remote call center management
• Nexus – cloud-hosted software designed to optimize customer support engagements
• Small business tech support – specialized remote assistance through RightHand IT targeting small business needs

In October 2013, the company enhanced its Nexus Service Delivery Platform by improving mobile device compatibility and incorporating real-time analytics capabilities. The TechSolutions consumer tech support service was introduced in October 2019.

Customers and partnerships

Support.com's clientele features notable names such as Zendesk, Upclick, SiOnyx, Cox Communications, and Comcast. The company has established strategic alliances with InstallerNet, Office Depot, AOL, Staples, Sony, OnForce, and Absolute Software Corporation. Additionally, Support.com partners with Target to deliver technical assistance through the MyTGTtech platform.

Litigation

On February 27, 2012, a class action lawsuit targeted Support.com and AOL, accusing their Computer Checkup software of inaccurately diagnosing issues to push unnecessary services. The parties reached a settlement on May 30, 2013, agreeing to provide refunds amounting to $8.5 million.

In December 2016, both Support.com and Office Depot were subject to legal action concerning the PC Health Check Program. The complaint alleged the program misrepresented malware symptoms to encourage expensive repair services. By March 2019, Office Depot consented to a $25 million settlement while Support.com agreed to pay $10 million. Support.com ceased the program in 2016.