SOURCE: SupportSoft, Inc.

October 15, 2007 08:03 ET

SupportSoft and Xinify Technologies Present New Partnership at BMC UserWorld 2007

REDWOOD CITY, CA--(Marketwire - October 15, 2007) - SupportSoft, Inc. (NASDAQ: SPRT), a leader in technology problem resolution, today announced a new reseller partnership with Xinify Technologies, a leader in providing the expertise needed to help BMC Remedy customers overcome IT Service Management challenges.

Under the agreement, Xinify Technologies will resell and deliver SupportSoft's Accelerator product to customers in North America as part of its IT Service Management offering. Accelerator will be demonstrated in the Xinify booth at the BMC UserWorld conference in Vancouver, Canada from October 29 to November 2, 2007.

Rajeev Shrivastava, Senior Director, Product Marketing at SupportSoft, explains: "In a survey of IT Help Desk Managers(1), two-thirds report it takes over 6 minutes or more to gather complete diagnostic information about an end-user's computer. Once an incident is escalated, 55% say their Level 2 analysts usually or always spend time re-gathering information that the Level 1 analyst already gathered.

"Accelerator takes away the pain by automatically populating diagnostic data from end-users' computers into Remedy, so Xinify's customers will be better able to diagnose technology problems quickly and easily. By taking away the time consuming and manual steps involved in solving problems, total time to resolution is shortened," continues Shrivastava.

SupportSoft Accelerator was developed as an out-of-the-box solution specifically designed to integrate with Remedy deployments. A need for this type of solution was discovered after implementing multiple customized integrations with Remedy at Fortune 500 enterprises. The direct result is an improvement in total time to resolution ... a reduction in overall support costs ... and an increase in customer satisfaction.

"A common finding at most client sites is that first line support personnel are not empowered with the knowledgebase or tool set to achieve a high rate of first call resolution. The SupportSoft Accelerator application is tightly integrated with the BMC Remedy Service Desk, already installed at a number of call centers worldwide," John Neels, ITSM Practice Director at Xinify Technologies, stated. "We are very excited about this partnership because it will bring our clients a solution that will allow them to optimize the value of their first line support personnel and increase Level 1 first call resolution."

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.

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 Xinify Technologies

Xinify Technologies is a leading IT solutions provider serving the IT Governance market across three primary practice areas: Project Portfolio Management, IT Service Management, and Enterprise Application Integration. Xinify provides depth of domain expertise and breadth of service to help customers maximize their investments and mitigate their risks. The success of our Fortune 1000 customer base proves our leadership in value-driven ITG methodologies and processes.

(1) Survey conducted in June, 2007 on behalf of SupportSoft by an independent research firm among 204 IT help desk managers, 102 of whom were in the United Kingdom, and 102 of whom were in the United States. All survey respondents work at a company of 1,000 or more employees, and 65% of respondents work at a company with 5,000 or more employees. 75% of managers surveyed have 11 or more help desk employees report into them.

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