New Opportunities in Tech Support Services

Market Overview

14% 17% 19% 18%

15% 16%

48%

29%

41%

0%

10%

20%

30%

40%

50%

60%

Computers (n=2,128, ±2.12%)

Tablets (n=788, ±3.49%)

Smartphones (n=1,284, ±2.73%)

% S

peci

fyin

g

% Subscription support

% As-needed support

% Experience problems

Users of Premium Technical Support Services by Platform (Q3/12)

(Among Problem Solvers )

Willingness to Pay Per Year for "Helpline" Service by Key Device Adoption

0%

10%

20%

30%

40%

50%

60%

$4.99 per year $9.99 per year $14.99 per year $19.99 per year

% "

Very

" Li

kely

to P

ay

"How likely would your household be to pay [price] for this service?"

4 Devices

2 Devices 1 Devices

No Device

3 Devices

Adopting Technical Support Services at the Point of Sales

5% 8% 14% 5% 3% 5% 8% 9% 5%

81% 79% 76%

0%

20%

40%

60%

80%

100%

Computers (n=2,128, ±2.12%)

Tablets (n=788, ±3.49%)

Smartphones (n=1,284, ±2.73%)

% S

peci

fyin

g

Have never subscribed tech support services

Add tech support services after the point of sales

Adopt tech support services at the point of sales, but drop it

Adopt tech support services at the point of sales and keep it

Speakers

Panelists:

Larry Gordon, President, Global Channel Sales, iYogi

Art Lancaster, CTO, Affinegy

James Morehead, VP Product Management and User Experience, Support.com

Ratul Sengupta, Vice President, Technology Enabled Services and Platform Solutions, Sutherland Global Services

Ted Werth, Founder & Chief Strategy Officer, PlumChoice, Inc.

Moderators:

Patrice Samuels, Research Analyst, Parks Associates

Brett Sappington, Director of Research, Parks Associates

6

iYogi Does Premium Consumer Tech Support

• Leading edge platform functionality • Resourcing alternatives • Product suites • Support offerings • Sales and Marketing support • Commercial models

Larry Gordon, President Global Channels