USA India
Home Articles UserTV Press Releases Dictionary Books Education Careers B-Channels Resources Forums Blogs Classifieds
Wednesday 3 Dec, 2008 Register Login
Archives
Articles By Date
Articles By Category
 
 
 Archives >> Details
SupportSoft
Letting computers heal themselves.
Posted by : Elizabeth Millard

Every tech support person has had a moment of wishing that computers could grow up enough to solve their own problems. Looks like tech has hit its teens, with Redwood City-based SupportSoft. Co-founders Scott Dale and Cadir Lee chat about self-healing software, hating customer support, and avoiding the doctor.

How did the company get started?

We co-founded SupportSoft not from a love of technology, but from a hatred of customer support. We were frustrated with the technology available to solve problems. There were a lot of call-tracking and problem-tracking applications, but who cares how many problems you track if they don't get solved? This is when we began to focus on creating technology for computers to find and solve problems on their own.

What kind of technology did you invent?

We designed a patented answer for computer self-diagnosis and repair called "The DNA Probe" that created a new category termed by industry analysts as "self-healing" software, which automatically allows ailing computers to restore themselves to good health. Our technology looks at the registry settings on a computer and figures out which ones aren't right, even the ones that users have personalized.

How exactly does your software assist IT departments?

They use the software platform to increase the efficiency and effectiveness of their service or support operations. The software eliminates the manual steps associated with solving computing problems through automation. It allows for faster, more precise resolution of difficulties,whether associated with the use of operating systems, networks, software applications, business processes, or broadband connectivity.

What type of difficulties can the software tackle?

The range of technology problems we can solve is virtually infinite and shaped by the context of the customer's needs and the environment in which they operate. Within an enterprise, it could be a highly complex technical issue relating to the rollout of Windows XP across multiple geographies, or a recovery from a security attack.

What were some of the challenges you encountered in creating your products?

Our main obstacle was that everyone told us we couldn't do it. A typical computer might have as many as 50,000 different settings. If one setting doesn't work correctly, the PC can cause a real headache for its user. In fact, there are so many things that can go wrong with a personal computer and its applications that it's amazing computers work at all. Everyone told us we'd have to develop a database of each default setting for each type of software, hardware, operating system, PC model, and on and on.

How is the company faring in the current economic climate?

Only five years after starting the company, we can now count 25 percent of the Fortune 50, and six out of the top eight broadband service providers among our 160 customers. Our technology touches millions of computing users, worldwide. We heard somewhere that it's good karma to solve more problems than you create. And we like to think that that's a good thing for us to focus on, and maybe that's why SupportSoft has faired well in this unsavory economic climate.

What are you working on right now?

We're developing technology to prevent problems from happening in the first place--pre-emptive and proactive healing, similar to preventive medicine but more intelligent. After all, as we all know, it's more expensive to go to a doctor for a pain than to avoid it in the first place.

do you know a Bay Area company we should cover? Let us know about it. Send your local profile candidates to emillard@computeruser.com.
 
 
Archives by Date
 
 
 
 
 
Copyright © 1994-2008 ComputerUser, Inc., All Rights Reserved All marks are trademarks of ComputerUser Media.
Reproduction in whole or in part in any form or medium without express written permission of ComputerUser, Inc. is prohibited.
About us | Terms of use | Privacy Policy | Legal | Trademark/Copyright | Awards | Advertise | Writer guidelines | Sitemap Html Xml | Contact | FAQ's | Feedback  | Link to us

Here are the topics we cover computer certification computer careers computer training computer games consulting data recovery data security digital entertainment emerging technology gadget reviews handheld computers hardware reviews home automation home networks home office how-to advice internet linux local companies local news local profiles macintosh mp3 players network security online music online security open-source small-business technology soho software reviews technology books technology dictionary vpn web site reviews wi-fi windows wireless technology tech articles tech news press releases tech dictionary education resources career solutions create your personal blog upload your videos become a writer usergroups special interest group SIG 3com cipts adobe adobe certified expert apc ncpi apple achds acpt acsa actc avaya bea 8.1 certified administrator 8.1 certified architect 8.1 certified developer 9 certified administrator bicsi rcdd checkpoint ccmse ccsa ccsa ngx ccse ccse ng plus with ai ccse ngx cisco access routing and lan switching ccda ccdp ccie ccip ccna ccnp ccnp old ccsp ccvp crmam ip communications optical proctored exams for validating knowledge sales specialist storage networking vpn and security wireless lan citrix cca 3.0 cca 4.0 cca 4.5 cca xp ccea 3.0 ccea 4.0 ccea xp ccia ciw ciw associate ciw certified instructor master ciw admin master ciw designer master ciw enterprise developer security analyst comptia a+ network+ security+ server+ computer associates ca cusa cuse cwna cwna cwsp dell eccouncil cea cep certified ethical hacker chfi e-commerce architect emc emc specialist implemenation technology foundations enterasys ese eta exam express exin exin itil extreme networks ena ens filemaker f7cd f8cd fortinet fortigate foundry cne fujitsu fujitsu guidance software ence hdi css hda hdm hdsa hitachi hitachi certified professional hp ais apc app aps ase certified systems developer csa cse master ase huawei hcne hyperion hcp ibm advanced deployment professional advanced technical expert application developer business process analyst certified administrator certified advanced system administrator certified advanced technical expert certified associate developer certified enterprise developer certified solution designer certified specialist certified systems expert database administrator db2 deployment professional enterprise developer eserver certified specialist ibm on demand business solution advisor solution designer solutions developer solutions expert storage administrator system administator iisfa cifi intel isaca cisa isc cissp sscp iseb itil ism cpm juniper jncia jncis legato lcaa lcea lotus clp lpi lpic level 1 lpic level 2 lpic level 3 macromedia mcafee mcdata csnd microsoft crm mbs mcad .net mcdba mcdst mcitp mcp mcpd mcsa longhorn mcsa 2003 mcsa 2008 mcsd .net mcse mcse 2000 security mcse 2000 to mcse 2003 upgrade mcse 2003 mcse 2003 messaging mcse 2003 security mcse 2008 mcts microsoft business solutions microsoft partner competency mile2 cnsa network appliance nac-na nac-nie naca nace nacp network general sniffer certified professional nokia nokia security administrator nortel ncde ncds ncse ncss ncts novell5 cna 5 cne 6 cna 6 cne 6.5 cne cne upgrade omg ocup oracle 10g dba 10g oca 11i 8i dba 9i dba 9i internet application developer oca ocp8 to ocp8i dba upgrade exam pmi project management professional polycom pcve redhat rhce rhct sair sas institute sas scp saas scp snia snia certified architect snia certified professional snia certified systems engineer snia storage networking certification program administrator professional associate symantec scse scsp scta scts teradata tca v2r5 tcad v2r5 tcda v2r5 tcis v2r5 tcm v2r5 tcp v2r5 tia ccnt ctp tibco tcp trusecure ticsa veritas infraguard chamber of commerce vcp vmware certified professional webex linkedin facebook myspace Professional page layout, image editing, vector illustration, and print production Website design, development, prototyping, and blogging Creation of rich interactive content Industry-standard visual effects and motion graphics Video capture, editing, and production; DVD titling; and digital audio, Adobe Photoshop CS3 extended, Adobe illustrator CS3,Adobe indesign CS3,Adobe Acrobat 8 Professional, Adobe Flash CS3 Professional, Adobe Dreamweaver CS3,Adobe Contribute CS3,Adobe Fireworks CS3,Adobe After Effects CS3 Professional, Adobe Premiere Pro CS3,Adobe Soundbooth CS3,Adobe Encore CS3,Adobe OnLocation,Adobe Bridge CS3,Adobe Version Cue CS3,Adobe Device Central CS3,Adobe Stock Photos, Intel Pentium 4 (1.4GHz processor for DV; 3.4GHz processor for HDV), Intel Centrino, Intel Xeon, (dual 2.8GHz processors for HD), or Intel Core, Duo (or compatible) processor; SSE2-enabled processor required for AMD systems Microsoft Windows XP with Service Pack 2 or Microsoft Windows Vista Home Premium, Business, Ultimate, or Enterprise (certified for 32-bit editions) 1GB of RAM for DV; 2GB of RAM for HDV and HD; more RAM recommended when running multiple components 10GB of available hard-disk space (additional free space required during installation) Dedicated 7,200 RPM hard drive for DV and HDV editing; striped disk array storage (RAID 0) for HD; SCSI disk subsystem preferred Microsoft DirectX compatible sound card (multichannel ASIO-compatible sound card recommended),1,280x1,024 monitor resolution with 32-bit color adapter Blu-ray burner required for Blu-ray Disc creation OHCI compatible IEEE 1394 port for DV and HDV capture, export to tape, and transmit to DV device QuickTime 7.1.2 software required to use QuickTime features Broadband Internet connection required for Adobe Stock Photos* and other services

3PAR, Accellion, Acronis, Actional, Active Endpoints, ActiveGrid, activePDF, ActiveServers, ActiveState, Actuate, Adaptec, Agile Software, AGiLiENCE, Agilysys, Akorri, AlachiSoft, Alter Logic, Altor Networks, Altova, AMD, AMDAHL, Amentra, Amyuni, anacubis, Apani, APC, Appcelerator, AppSense, AppStream, Array Networks, Ascential, Astaro, Attune Systems, Autodesk, AutoVirt, Availl, Avanade, Azul Systems, Barracuda Networks, BEA Systems, B-hive, Black Duck Software, Blackbaud, Blade Network Technologies, Blue Coat, Blue Lane, BlueArc, BlueNote Networks, BluePheonix Solutions, BMC Software, Borland, Bristol Technology, Brix Networks, BroadVision, Brocade, Burton Group, Business Objects, CA, CalAmp, Cassatt, Cast Iron Systems, Catbird, Cayenne Technologies, Ceedo Technologies, Cenzic, Certeon, CiRBA, Cisco Systems, Cision, Citrix Systems, ClearApp, ClearCube Technology, CollabNet, Compass America, Composite Software, Compugen, Compuware, Configuresoft, Continuity Software, Coraid, Courion, Coyote Point Systems, Crescendo Networks, CSC, DataCore, DataSynapse, Dell, Desktone, Digipede Technologies, Double-Take Software, Ecora Software, EDS, eG Innovations, Egenera, Elastra Corporation, Electric Cloud, Embotics, EMC Corporation, Emulex, Endeavors Technology, Enigmatic Corporation, Enterprise Management Associates, Entuity, EqualLogic, Ericom Software, ESRI, EVault, eXludus Technologies, F5 Networks, FalconStor, FastScale Technology, Foedus, Force10 Networks, Fortisphere, Forum Systems, Fujitsu, GemStone Systems, Getronics, GlassHouse, Green Hills Software, Grid Dynamics, GridGain Systems, GT Software, Hitachi, HP, Hyper9, Hyperic, IBM, ICEsoft, IGEL Technology, Illumita, ILOG, IMEX Research, Information Builders, Ingres, InstallFree, Integrien, Intel, Intellium, International Computerware, iTKO LISA, JBoss, Juniper, KACE, Kidaro, LeftHand Networks, Leostream, Lifeboat Distribution, Liquid Computing Corporation, Liquid Technology, Lynux Works, Mainline, ManageIQ, Managed Methods, ManageSoft, Marathon Technologies, McAfee, Mellanox Technologies, Microsoft, Mid-Atlantic Computers, Mindbridge Software, Mindreef, MKS, MonoSphere, Motorola, MQSoftware, mySoftIT, NASTEL, Ncomputing, NEC, Neocleus, NeoPath Networks, Neoware, NetApp, Netegrity, Neterion, Netuitive, Neverfail, Nexaweb, NextAxiom, Nimbus, Nimsoft, Niyuta, NoMachine, Novell, ONStor, Opalis Software, Open Kernel Labs, OpenSpan, OPNET Technologies, Optaros, OpTier, Oracle, Pano Logic, Parallels, Parasoft, Perforce Software, PHD Technologies, Phoenix Technologies, Phurnace Software, Pillar Data Systems, PlateSpin/Novell, Progress Software, Prolifics, ProSync Technology, Provision Networks, QLogic, Quest Software, Racemi, Raritan, Raxco Software, Red Hat, Reflex Security, Resolution Enterprises, RingCube Technologies, Riverbed Technology, Rogue Wave Software, RSA Security, Sagnet Solutions, SanDisk Corporation, SAP, SAVVIS, ScaleMP, Scalent Systems, Seanodes, Secure Command, Secure Computing, Sentillion, Shavlik Technologies, ServInt Internet Services, Silpion IT Solutions, SIMtone, Skytap, Skyway Software, Software AG, Sonasoft, SourceGear, Splunk, StackSafe, SteelEye Technology, StillSecure, StoneFly, Stonesoft, Stoneware, StoreVault, StrikeIron, STT WebOS, Sun Microsystems, SunGard, Supermicro Computer, Surgient, SWsoft, Sybase, Symantec, Systar, TBD Networks, Tenfold, TheInfoPro, Thinstall, Third Brigade, TIBCO Software, Tidal Software, Tideway Systems, TOA Solutions, TRANGO Virtual Processors, Trend Micro, Tresys Technology, Trigence, Tripwire, Ulteo, Unisys, United Devices, VaST Systems, VDIworks, VeeAm Software, Verari Systems, Verio, VeriSign, Vicom Computer Services, VirtenSys, Virtera, Virtual Iron, VirtualLogix, Virtugo Software, Virtutech, VisionCore, Vizioncore, VKernel, VMLogix, vmSight, VMware, Vordel, vThere-Sentillion, Vyatta, WaveMaker, Web Age Solutions, WSO2, Wyse Technology, XDS, XenoCode, Xiotech, xkoto, Xsigo Systems, Zenith Optemedia, Zeus Technology.