SOURCE: SupportSoft, Inc.

October 29, 2007 08:04 ET

SupportSoft Accelerator Becomes Latest Offering in RIGID Systems Service Desk Solution

REDWOOD CITY, CA--(Marketwire - October 29, 2007) - SupportSoft, Inc. (NASDAQ: SPRT), a leader in technology problem resolution, today announced a new partnership with RIGID Systems, an IT service management solution provider, that will deliver even faster solutions for IT problems to RIGID System customers.

RIGID Systems will incorporate SupportSoft's Accelerator product as a key option into its Service Desk Solution that is delivered throughout the US. Accelerator equips internal staff to respond quickly, resolving users' problems and issues, and ensuring quality end-user support.

Accelerator fully integrates the benefits of SupportSoft's patented support automation technology within Remedy's call tracking interface, automatically populating diagnostic data from end-users' computers. This facilitates speedier identification of the problem and less total time to resolution, because there are fewer steps involved.

It also provides analysts with access to tools that help speed problem resolution from within the Remedy interface, such as single-click-fixes known as SupportActions™, that resolve common problems automatically.

Accelerator is proven to reduce desk-side visits by up to 15%, reduce call handle time of repeat problems by up to 60%, and help reduce escalation of calls to level 2 help desk analysts by up to 20%.(i)

Rajeev Shrivastava, Senior Director, Product Marketing at SupportSoft explains: "IT environments are growing increasingly complex. Accelerator is designed to help enterprises take a proactive approach to problem resolution so that when problems do occur, resolution is quicker and easier than it might have been.

"It helps enhance the quality of interactions between users and analysts, meaning analysts are more efficient and users are more satisfied," he continues.

Bruce Tyler, CEO of RIGID Systems, explains: "High customer satisfaction and increased speed of delivery are important performance standards our clients expect. The SupportSoft Accelerator product will aid in efficient and effective problem resolution yielding an end-user that is not only satisfied, but also productive," adds Tyler.

SupportSoft is a certified Technology Alliance Partner with BMC's Remedy Action Request System, a consolidated Service Process Management platform for automating and managing Service Management business processes. Accelerator will be demonstrated in the Rigid booth at the BMC UserWorld conference in Vancouver, Canada from October 29 to November 2, 2007.

Notes to Editors

About SupportSoft

SupportSoft (NASDAQ: SPRT) is a leading provider of technology problem resolution software and services. The Company's solutions reduce technology support costs, improve customer satisfaction and enable new revenue streams for companies reaching 50 million users worldwide. The Company has expanded its offerings and now provides Instant Technology Relief to frustrating technology problems directly to consumers at For more information about the Company and its corporate offerings, visit; for Instant Technology Relief(SM) to consumer technology problems, visit or dial 1-800-PC-SUPPORT.

About RIGID Systems

RIGID Systems, established in 1998, is a new generation information technology (IT) Service Management solution provider that focuses on value, speed of delivery, and high performance technology solutions. As a BMC Software Consulting Solutions Partner, the organization takes pride in providing a high performance IT approach combining people, business process and advanced technology solutions.

(i) Based on results from current deployments of SupportSoft software.

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