Support.com Survey: 84 Percent of Computer Users Say Their Hard Drives Tell More About Them Than What's Inside Their Wallets

REDWOOD CITY, CA -- (Marketwire) -- 07/28/2010 -- 84 percent of computer users believe that the contents of one's computer are more a reflection of their personality than what you might find in their wallet. That's just one of several examples of Americans' deep and personal attachment to their PCs, according to new independent research commissioned by online tech support company Support.com, Inc. (NASDAQ: SPRT).

Conducted by research firm Kelton Research, the study confirms just how central personal computers are to everyday living, specifically among 21-55 year olds. Relying on their PCs for necessities such as email, documents, calendars, contacts, etc., and conveniences such as television, telephone, books, music, gaming, movie theaters and banking, the average American computer user is plugged in at all times, tethered to a wired or wireless co-dependent relationship.

According to the survey:

• Nearly four in ten (36%) consumers would rather be late to an important meeting than lose all of their personal files stored on their PC.
• Despite the tough economy and the high unemployment rate, 20% of those polled would choose missing an important job interview over losing their data.
• Americans rely heavily on their PCs as a communication portal, where they can read news (72%), stay in touch with friends and colleagues on social networking sites like Facebook and Twitter (69%) and chat online with family (47%).

With Dependence Comes Potential Dangers
American consumers recognize that their reliance on computers brings with it certain risks. Close to six in ten (56%) worry that using social networking sites will leave them vulnerable to potential computer problems. Online gaming with people across the world (44%) and live video and audio conferencing or chat rooms (32%) also cause them to feel unprotected.

Yet despite their concerns, many computer users aren't holding up their end of the bargain in this co-dependent relationship. While many report taking preventative measures to safeguard their computer from potential threats, they admit they are ill-equipped to handle any problems they may encounter along the way. In fact, more than half (57%) feel they can better deal with a migraine than computer trouble.

As a result, computer users are leaning on others for support, with more than half (52%) saying they would ask for help to have their computer fixed.

Sending Out an S.O.S., But To Whom?
When they do seek help, computer users place knowledge, convenience and speed high up on the list of qualities they're looking for from their tech support person. Not surprisingly, they're also becoming more comfortable having their PC fixed remotely from the comfort of their home.

• Seven in ten (70%) look for someone who is knowledgeable about PCs.
• Almost half (48%) are most comfortable having their PC restored through online tech support rather than having to set up a home visit (33%) or having to unplug it and drop it off somewhere for repairs (20%).
• 45% want someone who can fix their problem as quickly as possible.

"The era of the PC as the home's central nervous system is here," comments Josh Pickus, President and Chief Executive Officer of Support.com. "Consumers who rely on their PC for practically everything need to know that should something go wrong with their computer, it can be fixed wherever they are without someone coming into their home and without causing any additional stress."

"IDC's ongoing analysis of support services indicates that consumers' increasing dependence on their PCs is resulting in a growing acceptance of remote tech support," added Matt Healey, Research Manager, IDC Software and Hardware Support Services.

About the Survey
Support.com's "Co-Dependency" study was conducted in May 2010 and involved 1000 nationally representative Americans between the ages of 21 and 55, with PCs and broadband Internet access. The survey results indicate a margin of error of +/- 3.1% at a 95% confidence level.

About Support.com
Support.com, Inc. (NASDAQ: SPRT) provides services and software that help consumers and small businesses with their technology needs. Support.com's North American Personal Technology Experts™ provide a quick, cost-effective and stress-free technology support experience over the Internet and the phone using Support.com's advanced technology platform. Support.com also provides consumer software for the do-it-yourself customer. Support.com, Inc. is an Equal Opportunity Employer.

Support.com is a trademark or registered trademark of Support.com, Inc. or its affiliates in the US and other countries. Other names may be trademarks of their respective owners.

For more information visit www.support.com.

Cautionary Note Regarding Forward-Looking Statements
Statements made in this document that are not historical facts are "forward-looking statements" and accordingly involve risks and uncertainties that could cause actual results to differ materially from those described herein. These and other risks are detailed in Support.com's reports filed with the Securities and Exchange Commission, including without limitation its latest Annual Report on Form 10-K and its latest quarterly report on Form 10-Q, copies of which may be obtained from www.sec.gov. Support.com does not intend to update this information to reflect future events or circumstances, and disclaims any obligation to do so except as may be required by law.

Contact Information:     Investor Contact
Carolyn Bass and Elaine Chen
Market Street Partners
(415) 445-3235
sprt@marketstreetpartners.com

Media Contact
Jonathan Poretz
Double Forte for Support.com
(415) 848.8109
jporetz@double-forte.com 

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