SupportSoft, Inc. (Nasdaq: SPRT), a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced SupportSoft ServiceVerify(TM) 2.0, a platform that enables digital service providers to automatically verify the successful installation and ongoing operation of triple play services, whether VoIP, video (IPTV) or broadband. ServiceVerify enables service providers to more accurately pinpoint and cost-effectively resolve problems associated with triple play service delivery within either the "last mile" of the provider's network or the customer premises. New ServiceVerify features include:

• The ability to perform a "whole house check" before, during or after a service call, providing field technicians or service representatives with an in-depth understanding of the working state of services in the home to speed problem resolution.
• Configurable service templates using patented SupportSoft SmartIssue(R) technology that enable standardized problem diagnosis and resolution.
• A Web-based editor for new service templates that allows providers to configure "pass, fail or marginal fail" conditions for VoIP, IPTV and broadband services in the customer's home based on the provider's own specifications.
• Configurable service "dashboards" that are adaptable to the expertise level of the customer care representative, and that provide a single screen with an easy-to-understand, point-in-time overview of the state of service quality delivery.
• Data-driven, step-by-step resolutions, which encapsulate industry- proven, guided solutions for common or complex issues that can be customized to the needs of both field technicians and customer service representatives.

As service providers roll out new triple play services for rapidly emerging IP-based voice, IPTV and high speed data services alone or in combination, the degree to which their customers are satisfied with their current broadband service can play a key role in determining whether or not they will decide to add more services from the same provider -- or decide to switch providers altogether.

A 2005 study among broadband users in the U.S. has shown that demand for triple play services is high. 82% of those surveyed said that they were interested in receiving VoIP, IPTV and broadband data services from one provider(1). Despite their interest, both cable and DSL subscribers expect to encounter issues when installing VoIP and IPTV services. 60% of DSL subscribers said that they expect to experience some sort of problem during IPTV installation, and 68% of high-speed cable subscribers surveyed said they expected the same issue when installing VoIP services.

"As demand for triple play services increases, there is an opportunity for service providers to gain competitive advantage by exceeding customer service expectations. Neither the customer nor the service provider can afford an unsatisfactory installation of a triple play service. The costs of customer dissatisfaction and repeated service calls are too high," said James Morehead, senior director of product management at SupportSoft. "With ServiceVerify, service providers have, for the first time, a solution that provides both a premises and network view of the customer environment to ensure installation quality and accelerate problem resolution for triple play services."

ServiceVerify 2.0 will be demonstrated at the Spring VON show in San Jose from March 7th - 10th in booth 1433.


About SupportSoft
SupportSoft is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to ease enterprise technical support, provide for IT endpoint automation and enable triple play service automation for VoIP, video or broadband delivery by service providers to their customers. Digital service providers benefiting from SupportSoft solutions include Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, Time Warner, TeliaSonera and UPC. Enterprises that have licensed SupportSoft software for IT requirements include ADP, Bank of America, BT, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that utilize the Company's solutions to provide outsourced services to their enterprise customers include ACS, CGI, CompuCom, CSC, HP Managed Services and IBM Global Services. For more information, visit http://www.supportsoft.com.


This press release contains forward-looking statements that relate to future events and include, but are not limited to, the expected benefits of our products and the demand for triple play services. Forward-looking statements are subject to risks and uncertainties that could cause actual results to differ materially from those discussed in these forward-looking statements, including, but not limited to: our ability and our customers' ability to achieve broad adoption and acceptance of our products, the compatibility of our software with hardware and software platforms that are used by our customers and their subscribers now or in the future, system failures that may cause an interruption in our customers' ability to use our products or services, the ability of our software to produce results for our customers' subscribers, subscriber preferences, the rapid pace of technology change, as well as other risks detailed from time to time in our SEC filings. Statements included in this release are based upon information known to SupportSoft as of the date of this release, and SupportSoft assumes no obligation to update information contained in this press release.

1. The survey was conducted by InsightExpress, an independent online market research firm, and completed in January 2005. The sample included 200 DSL and cable subscribers from the United States. The survey results are projectable across the population of DSL subscribers in the U.S. and indicate a margin of error of +/-6.78% at a 95% confidence level.