Business Editors / High-Tech Writers

RESEARCH TRIANGLE PARK, N.C.--(BUSINESS WIRE)--Jan. 3, 2001

IBM Personal Systems Group (PSG) announces enhancements to its online customer support with an automated service infrastructure designed to diagnose and resolve common IT problems. This "self healing" technology significantly reduces the time users spend trying to solve their computer problems by enabling self service or enhanced assisted service.

IBM will package enhanced e-support solutions on IBM ThinkPad* notebooks, NetVista* desktops, Intellistation* professional workstations and eServer xSeries** computers using technology licensed from Support.com, Inc. This self healing support can independently identify and correct systems problems by automatically performing diagnostics to their existing software configuration and applications, enabling them to have better support, higher availability and productivity.

"Depending on the technology being supported, a majority of customer service requests stemming from high tech problems can be resolved more quickly than ever using the combined power of automated problem resolution technologies and the reach of the Internet Automated tech support systems are gaining visibility and meeting with excellent customer approval in the marketplace. The systems can really save customers time as they conserve a vendors' skilled human resources for those unique, very complex or new problems that truly merit their attention," said Tony Adams, senior analyst, Gartner Group.

Support.com technologies add to IBM's existing Web-based support, which managed hundreds of millions of customer interactions in 2000 -- directing customers to drivers, system upgrades, performance tools and other information relevant to their PCs, and guiding them through steps to perform self-service problem diagnosis and repair.

"Traditional on-site service -- though important -- is no longer good enough for our customers. Speed is critical and we're delivering it through new technologies like Web-based support," said David Hume, PSG Director of Services Development. "We've enhanced our infrastructure to support a variety of products, technologies, and customers. We're building on our expertise with large customers who demand timely support and service and see the relationship with Support.com as a strong enterprise services solution that can work also work well for individuals and small businesses alike."

Additionally, this support can be linked with corporate support networks delivered by in-house IT departments, outsourced solution providers and IBM Global Services, giving businesses the ability to standardize products, services, and support with one company for all their computing needs.

"Pairing with Support.com, IBM is putting customer care ahead of the industry standard," said Radha Basu, CEO and President of Support.com. "IBM and Support.com understand that e-support is an integral part in e-business practices and, with our shared vision, we can continue to deliver the technologies that fundamentally change how business is done on the Internet."

For more information on IBM Personal System Group products, services and solutions, visit the PSG Web site at http://www.pc.ibm.com.

*IBM, ThinkPad, Intellistation and NetVista are trademarks or registered trademarks of International Business Machines Corporation. All others are trademarks or registered trademarks of their respective companies.

**The IBM eServer brand consists of the established IBM e-business logo with the descriptive term "server" following it. xSeries and the IBM e-business logo are trademarks or registered trademarks of International Business Machines Corporation.