SOURCE: SupportSoft, Inc.

June 17, 2008 08:02 ET

SupportSoft Announces Partnership With TuringSMI to Resell Support Automation Solution

TuringSMI to Offer SupportSoft Accelerator to BMC Remedy Customers

REDWOOD CITY, CA--(Marketwire - June 17, 2008) - SupportSoft, Inc. (NASDAQ: SPRT), a leader in technology problem resolution, today announced a strategic partnership with TuringSMI, a leading global provider of IT service management and infrastructure management solutions. Under the agreement, TuringSMI will resell and implement SupportSoft's 'Accelerator' support automation solution with its Business Service Management (BSM) products.

Under this new partnership, TuringSMI can now offer their customers a comprehensive, integrated software and support service that will enable them to drive increased efficiencies from their IT Help Desk, reduce the overall cost of IT Support and help secure improved levels of IT uptime and staff productivity.

SupportSoft Accelerator can significantly reduce problem resolution time and improve user satisfaction. With BMC Remedy(i) serving as the single system of record, SupportSoft's Advanced Analyst tools and Automated Solutions can increase help desk productivity and effectiveness in analyst-assisted calls, as well as improving user satisfaction.

The ready-to-deploy solution, which helps companies to resolve technology problems more quickly with fewer steps involved, can help 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%.(ii)

The powerful combination of SupportSoft Accelerator and TuringSMI's BSM solutions will address four critical components for service desk organizations.

--  Reduce the time analysts spend on capturing diagnostic information
    from the desktop
--  Automate the resolution to common, repeat incidents through the 'One-
--  Reduce the need to escalate to 'Tier 2' support teams
--  Get the end user back to work faster

"IT downtime is simply unacceptable for our customers. The combination of TuringSMI's BSM and IT Service Management solutions and SupportSoft's automated support technology will allow our customers to improve productivity levels and IT uptime by having support analysts fix more incidents in the first call, fix them faster and fix them remotely," said Ken Hastings, divisional director, TuringSMI.

"We are very excited to partner with a leading IT solutions provider like TuringSMI. Together, their unrivalled experience in the Service Management space and SupportSoft's innovative Accelerator solution will allow their customers to reap additional value from their existing technology investments," said Colin Pittham, VP of SupportSoft EMEA.

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.

About SupportSoft

SupportSoft (NASDAQ: SPRT) provides software and services that make technology work. 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 also provides Instant Technology Relief® to consumers and small businesses through a series of channel partners and For more information about the Company and its enterprise offerings, visit For Instant Technology Relief to consumer and small business technology problems, visit or dial 1-800-PC-SUPPORT.

About TuringSMI

Headquartered in Fareham, UK TuringSMI is an ISO9001:2000 (UK and US) certified global leader in IT service management, telecom management, and financial institution query management solutions. As one of the contributors the IT Infrastructure Library (ITIL) Best Practice disciplines, TuringSMI has helped more than 300 corporate clients achieve best practice disciplines and implement best-of-class solutions based on the BMC Remedy product suite. TuringSMI has been a BMC Remedy partner since the early nineties providing a range of professional services and support services and reselling of BMC Remedy software. TuringSMI has since undertaken some of the largest deployments of BMC Software implementations in the world. Information about TuringSMI can be found at

(i) BMC and Remedy are registered trademarks of BMC Software, Inc. in the United States and certain other countries

(ii) Based on results from current deployments of SupportSoft software

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