10-Q

UNITED STATES

 SECURITIES AND EXCHANGE COMMISSION

 Washington, D.C. 20549

FORM 10-Q

(Mark One)

☒                    

QUARTERLY REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934

For the Quarterly Period Ended September 30, 2019

OR

☐                    

TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934

For the transition period from to

Commission File No. 000-30901

SUPPORT.COM, INC.

 (Exact Name of Registrant as Specified in Its Charter)

Delaware	94-3282005
(State or Other Jurisdiction of  Incorporation or Organization)	(I.R.S. Employer  Identification No.)

1521 Concord Pike (US 202), Suite 301, Wilmington, DE 19803

(Address of Principal Executive Offices)

(Zip Code)

Registrant’s Telephone Number, Including Area Code: (650) 556-9440

Indicate by check mark whether the registrant: (1) has filed all reports required to be filed by Section 13 or 15 (d) of the Securities Exchange Act of 1934 during the preceding 12 months (or for such shorter period that the registrant was required to file such reports), and (2) has been subject to such filing requirements for the past 90 days. Yes ☒ No ☐

Indicate by check mark whether the registrant is a large accelerated filer, an accelerated filer, a non-accelerated filer, or a smaller reporting company. See definitions of “large accelerated filer,” “accelerated filer,” “smaller reporting company,” and “emerging growth company” in Rule 12b-2 of the Exchange Act.

Large accelerated filer ☐	Accelerated filer ☐	Non-accelerated filer  ☐	Smaller reporting company ☒
Emerging growth company ☐		(Do not check if a smaller reporting company)

If an emerging growth company, indicate by check mark if the Registrant has elected not to use the extended transition period for complying with any new or revised financial accounting standards provided pursuant to Section 13(a) of the Exchange Act. ☐

Indicate by check mark whether the registrant has submitted electronically and posted on its corporate Web site, if any, every Interactive Data File required to be submitted and posted pursuant to Rule 405 of Regulation S-T (§232.405 of this chapter) during the preceding 12 months (or for such shorter period that the registrant was required to submit and post such files). Yes ☒ No ☐

Indicate by check mark whether the registrant is a shell company (as defined in Rule 12b-2 of the Exchange Act.): Yes ☐ No ☒

On October 31, 2019, 19,041,474 shares of the Registrant’s Common Stock, $0.0001 par value, were outstanding.

SUPPORT.COM, INC.

FORM 10-Q

QUARTERLY PERIOD ENDED SEPTEMBER 30, 2019

INDEX

		Page
Part I. Financial Information
Item 1.	Financial Statements (Unaudited)	3
	Condensed Consolidated Balance Sheets at September 30, 2019 and December 31, 2018	3
	Condensed Consolidated Statements of Operations for the three and nine months ended September 30, 2019 and 2018	4
	Condensed Consolidated Statements of Comprehensive Income (Loss) for the three and nine months ended September 30, 2019 and 2018	5
	Condensed Consolidated Statements of Stockholders’ Equity for the three and nine months ended September 30, 2019 and 2018	6
	Condensed Consolidated Statements of Cash Flows for the nine months ended September 30, 2019 and 2018	8
	Notes to Condensed Consolidated Financial Statements	9
Item 2.	Management’s Discussion and Analysis of Financial Condition and Results of Operations	22
Item 3.	Quantitative and Qualitative Disclosures About Market Risk	27
Item 4.	Controls and Procedures	28
Part II. Other Information
Item 1.	Legal Proceedings	29
Item 1A.	Risk Factors	30
Item 6.	Exhibits	42
Signature		43
Exhibit Index		44

2

PART I. FINANCIAL INFORMATION

ITEM 1. FINANCIAL STATEMENTS (UNAUDITED)

SUPPORT.COM, INC.

CONDENSED CONSOLIDATED BALANCE SHEETS

(in thousands, except share and per share data)

	September 30, 2019	December 31, 2018
	(Unaudited)
ASSETS
Current assets:
Cash and cash equivalents	$22,096	$25,182
Short-term investments	22,658	24,467
Accounts receivable	10,379	12,292
Prepaid expenses and other current assets	485	999
Total current assets	55,618	62,940
Property and equipment, net	561	703
Intangible assets	250	250
Right of use assets, net	113	-
Other assets	687	707
Total assets	$57,229	$64,600
LIABILITIES AND STOCKHOLDERS’ EQUITY
Current liabilities:
Accounts payable	$339	$368
Accrued compensation	2,093	3,423
Other accrued liabilities	831	978
Accrued legal settlement	-	10,000
Short-term lease liability	101	-
Short-term deferred revenue	1,098	1,135
Total current liabilities	4,462	15,904
Long-term lease liability	12	-
Other long-term liabilities	803	800
Total liabilities	5,277	16,704
Commitments and contingencies (Note 3)
Stockholders’ equity:
Common stock; par value $0.0001, 50,000,000 shares authorized; 19,524,388 issued and 19,041,474 outstanding at September 30, 2019 and 19,438,178 issued and 18,955,264 outstanding December 31, 2018	2	2
Additional paid-in capital	269,042	268,794
Treasury stock, at cost (482,914 shares at September 30, 2019 and December 31, 2018)	(5,297)	(5,297)
Accumulated other comprehensive loss	(2,388)	(2,507)
Accumulated deficit	(209,407)	(213,096)
Total stockholders’ equity	51,952	47,896
Total liabilities and stockholders’ equity	$57,229	$64,600

See accompanying notes.

3

SUPPORT.COM, INC.

CONDENSED CONSOLIDATED STATEMENTS OF OPERATIONS

(in thousands, except per share amounts)

(Unaudited)

	Three Months Ended September 30,		Nine Months Ended September 30,
	2019	2018	2019	2018
Revenue:
Services	$14,327	16,759	$46,698	$48,179
Software and other	922	1,258	3,310	3,828
Total revenue	15,249	18,017	50,008	52,007
Cost of revenue:
Cost of services	10,582	14,412	37,065	42,985
Cost of software and other	26	51	119	152
Total cost of revenue	10,608	14,463	37,184	43,137
Gross profit	4,641	3,554	12,824	8,870
Operating expenses:
Research and development	1,132	690	2,796	2,082
Sales and marketing	485	424	1,315	1,383
General and administrative	1,685	1,800	5,671	5,623
Legal settlement	-	10,000	-	10,000
Total operating expenses	3,302	12,914	9,782	19,088
Income (loss) from operations	1,339	(9,360)	3,042	(10,218)
Interest income and other, net	265	241	817	676
Income (loss) before income taxes	1,604	(9,119)	3,859	(9,542)
Income tax provision (benefit)	11	29	170	(24)
Net income (loss)	$1,593	$(9,148)	$3,689	$(9,518)
Basic and diluted earnings (loss) per share:
Net income (loss)	$0.08	$(0.49)	$0.19	$(0.51)
Shares used in computing basic net earnings (loss) per share	19,011	18,805	18,977	18,786
Shares used in computing diluted net earnings (loss) per share	19,045	18,805	19,026	18,786

See accompanying notes.

4

SUPPORT.COM, INC.

CONDENSED CONSOLIDATED STATEMENTS OF COMPREHENSIVE INCOME (LOSS)

(in thousands)

(Unaudited)

	Three Months Ended  September 30,		Nine Months Ended  September 30,
	2019	2018	2019	2018
Net income (loss)	$1,593	$(9,148)	$3,689	$(9,518)
Other comprehensive income (loss):
Change in foreign currency translation adjustment	(65)	(194)	40	(473)
Change in net unrealized gain (loss) on investments	(2)	32	79	13
Other comprehensive income (loss)	(67)	(162)	119	(460)
Comprehensive income (loss)	$1,526	$(9,310)	$3,808	$(9,978)

See accompanying notes.

5

SUPPORT.COM, INC.

CONSOLIDATED STATEMENTS OF STOCKHOLDERS’ EQUITY

(in thousands, except share data)

(Unaudited)

	Common Stock
	Shares	Amount	Additional Paid-In Capital	Treasury Stock	Accumulated Other Comprehensive Loss	Accumulated Deficit	Total Stockholders’ Shares
Balances at June 30, 2018	18,799,442	$2	$268, 477	$(5,297)	$(2,406)	$(204,366)	$56,410
Net loss	—	—	—	—	—	(9,148)	(9,148)
Other comprehensive loss	—	—	—	—	(162)	—	(162)
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	113,891		21				21
Issuance of common stock under employee stock purchase plan
Stock-based compensation expense		—	102		—	—	102
Balances at September 30, 2018	18,913,333	$2	$268,600	$(5,297)	$(2,568)	$(213,514)	$47,223

Balances at June 30, 2019	18,968,750	$2	$268,963	$(5,297)	$(2,321)	$(211,000)	$50,347
Net income	—	—	—	—	—	1,593	1,593
Other comprehensive loss	—	—	—	—	(67)	—	(67)
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	72,724
Issuance of common stock under employee stock purchase plan			-				-
Stock-based compensation expense		—	79		—	—	79
Balances at September 30, 2019	19,041,474	$2	$269,042	$(5,297)	$(2,388)	$(209,407)	$51,952

See companying notes.

6

SUPPORT.COM, INC.

CONSOLIDATED STATEMENTS OF STOCKHOLDERS’ EQUITY

(in thousands, except share data)

(Unaudited)

	Common Stock
	Shares	Amount	Additional Paid-In Capital	Treasury Stock	Accumulated Other Comprehensive Loss	Accumulated Deficit	Total Stockholders’ Shares
Balances at December 31, 2017	18,728,912	$2	$267,857	$(5,297)	$(2,108)	$(203,996)	$56,458
Net loss	—	—	—	—	—	(9,518)	(9,518)
Other comprehensive loss	—	—	—	—	(460)	—	(460)
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	168,986		123				123
Issuance of common stock under employee stock purchase plan	15,435		34				34
Stock-based compensation expense		—	586		—	—	586
Balances at September 30, 2018	18,913,333	$2	$268,600	$(5,297)	$(2,568)	$(213,514)	$47,223

Balances at December 31, 2018	18,955,264	$2	$268,794	$(5,297)	$(2,507)	$(213,096)	$47,896
Net income	—	—	—	—	—	3,689	3,689
Other comprehensive loss	—	—	—	—	119	—	119
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	72,724
Issuance of common stock under employee stock purchase plan	13,486		27				27
Stock-based compensation expense		—	221		—	—	221
Balances at September 30, 2019	19,041,474	$2	$269,042	$(5,297)	$(2,388)	$(209,407)	$51,952

See companying notes.

7

SUPPORT.COM, INC.

CONDENSED CONSOLIDATED STATEMENTS OF CASH FLOWS

(in thousands)

(Unaudited)

	Nine Months Ended September 30,
	2019	2018
Operating Activities:
Net income (loss)	$3,689	$(9,518)
Adjustments to reconcile net loss to net cash used in operating activities:
Depreciation	228	478
Amortization of premiums and discounts on investments	130	129
Stock-based compensation	221	586
Changes in assets and liabilities:
Accounts receivable, net	1,913	(588)
Prepaid expenses and other current assets	521	(191)
Other long-term assets	72	180
Accounts payable	(28)	(95)
Accrued compensation	(1,322)	(721)
Accrued legal settlement	(10,000)	10,000
Other accrued liabilities	(148)	(122)
Other long-term liabilities	25	(160)
Deferred revenue	(33)	(775)
Net cash used in operating activities	(4,732)	(797)
Investing Activities:
Purchases of property and equipment	(86)	(191)
Purchases of investments	(22,510)	(22,893)
Maturities of investments	24,267	22,154
Net cash provided by (used in) investing activities	1,671	(930)
Financing Activities:
Proceeds from employee stock purchase plan	27	35
Proceeds from exercise of stock options	-	121
Net cash provided by financing activities	27	156
Effect of exchange rate changes on cash and cash equivalents	(52)	(367)
Net decrease in cash and cash equivalents	(3,086)	(1,938)
Cash and cash equivalents at beginning of period	25,182	18,050
Cash and cash equivalents at end of period	$22,096	$16,112
Supplemental schedule of cash flow information:	62
Income taxes paid	$97	$89

See accompanying notes.

8

SUPPORT.COM, INC.

NOTES TO CONDENSED CONSOLIDATED FINANCIAL STATEMENTS

(Unaudited)

Note 1. Significant Accounting Policies

Basis of Presentation

The accompanying unaudited interim condensed consolidated financial statements include the accounts of Support.com, Inc. (the “Company”, “Support.com”, “We” or “Our”) and its wholly owned subsidiaries. All intercompany balances and transactions have been eliminated. The condensed consolidated balance sheet as of September 30, 2019 and the consolidated statements of operations and comprehensive income (loss) for the three months ended September 30, 2019 and 2018 and the consolidated statements of cash flows for the nine months ended September 30, 2019 and 2018 are unaudited. In the opinion of management, these unaudited interim condensed consolidated financial statements reflect all adjustments (consisting of normal recurring adjustments) that are necessary for a fair presentation of the results for, and as of, the periods shown. The results of operations for such periods are not necessarily indicative of the results expected for the full fiscal year or for any future period. The condensed consolidated balance sheet information as of December 31, 2018 is derived from audited financial statements as of that date. These financial statements have been prepared based upon Securities and Exchange Commission (“SEC”) rules that permit reduced disclosure for interim periods. For a more complete discussion of significant accounting policies and certain other information, these unaudited interim condensed consolidated financial statements should be read in conjunction with the consolidated financial statements and related notes included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2018, filed with the SEC on March 8, 2019.

Use of Estimates

The preparation of financial statements in conformity with generally accepted accounting principles in the United States requires management to make estimates and assumptions that affect the amounts reported in the condensed consolidated financial statements and accompanying notes. The accounting estimates that require management’s most significant, difficult and subjective judgments include accounting for revenue recognition, assumptions used to estimate self-insurance accruals, the valuation and recognition of investments, the assessment of recoverability of intangible assets and their estimated useful lives, the valuations and recognition of stock-based compensation and the recognition and measurement of current and deferred income tax assets and liabilities. Actual results could differ materially from these estimates.

Leases

On January 1, 2019, we adopted Accounting Standards Update No. 2016-02, Leases (Topic 842) (ASU 2016-02), as amended, which supersedes the lease accounting guidance under Topic 840, and generally requires lessees to recognize operating and financing lease liabilities and corresponding right-of-use (ROU) assets on the balance sheet and to provide enhanced disclosures surrounding the amount, timing and uncertainty of cash flows arising from leasing arrangements. We adopted the new guidance using the modified retrospective transition approach by applying the new standard to all leases existing at the date of initial application and not restating comparative periods. The most significant impact was the recognition of ROU assets and lease liabilities for operating leases, while our accounting for finance leases remained substantially unchanged. See Note 7 — Leases in the notes to the condensed consolidated financial statements included in Part I, Item 1, of this Quarterly Report on Form 10-Q for additional information regarding the adoption.

We determine if an arrangement is a lease at inception. Operating leases are included in operating lease right-of-use (“ROU”) assets and short- and long-term lease liabilities in our consolidated balance sheets. Finance leases are included in property and equipment, other current liabilities, and other long-term liabilities in our consolidated balance sheets. As of adoption of ASC 842 and as of January 1, 2019, the Company was not party to finance lease arrangements.

9

ROU assets represent our right to use an underlying asset for the lease term and lease liabilities represent our obligation to make lease payments arising from the lease. Operating lease ROU assets and liabilities are recognized at commencement date based on the present value of lease payments over the lease term. As most of our leases do not provide an implicit rate, we use our incremental borrowing rate based on the information available at commencement date in determining the present value of lease payments. We use the implicit rate when readily determinable. The operating lease ROU asset also includes any lease payments made and excludes lease incentives. Our lease terms may include options to extend or terminate the lease when it is reasonably certain that we will exercise that option. Lease expense for lease payments is recognized on a straight-line basis over the lease term.

Under the available practical expedient, we account for the lease and non-lease components as a single lease component.

There have been no other changes to the accounting policies except the Leases, which are disclosed in our most recent Annual Report on Form 10-K. The accompanying unaudited Condensed Consolidated Financial Statements we present in this report have been prepared in accordance with our policies.

Revenue Recognition

Disaggregation of Revenue

We generate revenue from the sale of services and sale of software fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. The following table depicts the disaggregation of revenue (in thousands) according to revenue type and is consistent with how we evaluate our financial performance:

Revenue from Contracts with Customers:

	Three Months Ended September 30,		Nine Months Ended  September 30,
	2019	2018	2019	2018
Services	$14,327	$16,759	$46,698	$48,179
Software and other	922	1,258	3,310	3,828
Total revenue	$15,249	$18,017	$50,008	$52,007

Services Revenue

Services revenue is comprised primarily of fees for technology support services. Our service programs are designed for both the consumer and small and medium business (“SMB”) markets, and include computer and mobile device set-up, security and support, virus and malware removal and wireless network set-up, and automation system onboarding and support.

We offer technology services to consumers and SMBs, primarily through our partners (which include communications providers, retailers, technology companies and others) and to a lesser degree directly through our website at www.support.com. We transact with customers via reseller programs, referral programs and direct transactions. In reseller programs, the partner generally executes the financial transactions with the customer and pays a fee to us which we recognize as revenue when the service is delivered. In referral programs, we transact with the customer directly and pay a referral fee to the referring party. Referral fees are generally expensed in the period in which revenues are recognized.  In such referral programs, since we are the primary obligor and bear substantially all risks associated with the transaction, we record the gross amount of revenue. In direct transactions, we sell directly to the customer at the retail price.

The technology services described above include four types of offerings:

● Hourly-Based Services - In connection with the provisions of certain services programs, fees are calculated based on contracted hourly rates with partners. For these programs, we recognize revenue as services are performed, based on billable hours of work delivered by our technology specialists. These services programs also include performance standards, which may result in incentives or penalties, which are recognized as earned or incurred.

● Subscriptions - Customers purchase subscriptions or “service plans” under which certain services are provided over a fixed subscription period. Revenues for subscriptions are recognized ratably over the respective subscription periods.

● Incident-Based Services - Customers purchase a discrete, one-time service. Revenue recognition occurs at the time of service delivery. Fees paid for services sold but not yet delivered are recorded as deferred revenue and recognized at the time of service delivery.

10

The following tables represent deferred revenue activity for the nine months ended September 30, 2019 and three months ended September 30, 2019 and 2018 (in thousands):

 

Partners are generally invoiced monthly. Fees from customers via referral programs and direct transactions are generally paid with a credit card at the time of sale. Revenue is recognized net of any applicable sales tax.

Services revenue also includes fees from licensing of Support.com cloud-based software. In such arrangements, customers receive a right to use our Support.com Cloud applications in their own support organizations. We license our cloud based software using a software-as-a-service (“SaaS”) model under which customers cannot take possession of the technology and pay us on a per-user or usage basis during the term of the arrangement. In addition, services revenue includes fees from implementation services of our cloud-based software. Currently, revenues from implementation services are recognized ratably over the customer life which is estimated as the term of the arrangement once the Support.com Cloud services are made available to customers. We generally charge for these services on a time and material basis. As of September 30, 2019, revenues from implementation services are di minimus.

Software and Other Revenue

Software and other revenue is comprised primarily of fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. Our software is sold to customers as a perpetual license or as a fixed period subscription. We offer when-and-if-available software upgrades to our end-user products. Management has determined that these upgrades are not distinct, as the upgrades are an input into a combined output. In addition, Management has determined that the frequency and timing of the when-and-if-available upgrades are unpredictable and therefore we recognize revenue consistent with the sale of the perpetual license or subscription. We generally control fulfillment, pricing, product requirements, and collection risk and therefore we record the gross amount of revenue. We provide a 30-day money back guarantee for the majority of our end-user software products.

For certain end-user software products, we sell perpetual licenses. We provide a limited amount of free technical support to customers. Since the cost of providing this free technical support is insignificant and free product enhancements are minimal and infrequent, we do not defer the recognition of revenue associated with sales of these products.

For certain of our end-user software products (principally SUPERAntiSpyware), we sell licenses for a fixed subscription period. We provide regular, significant updates over the subscription period and therefore recognize revenue for these products ratably over the subscription period.

11

Other revenue consists primarily of revenue generated through partners advertising to our customer base in various forms, including toolbar advertising, email marketing, and free trial offers. We recognize other revenue in the period in which control transfers to our partners.

Cash, Cash Equivalents and Investments

All liquid instruments with an original maturity at the date of purchase of 90 days or less are classified as cash equivalents. Cash equivalents and short-term investments consist primarily of money market funds, certificates of deposit, commercial paper, corporate and municipal bonds. Our interest income on cash, cash equivalents and investments is recorded monthly and reported as interest income and other in our condensed consolidated statements of operations.

Our cash equivalents and short-term investments are classified as investment, and are reported at fair value with unrealized gains/losses included in accumulated other comprehensive loss within stockholders’ equity on the consolidated balance sheets and in the consolidated statements of comprehensive income (loss). We view this investment portfolio as available for use in our current operations, and therefore we present our marketable securities as short-term assets.

We monitor our investments for impairment on a quarterly basis and determine whether a decline in fair value is other-than-temporary by considering factors such as current economic and market conditions, the credit rating of the security’s issuer, the length of time an investment’s fair value has been below our carrying value, the Company’s intent to sell the security and the Company’s belief that it will not be required to sell the security before the recovery of its amortized cost. If an investment’s decline in fair value is deemed to be other-than-temporary, we reduce its carrying value to its estimated fair value, as determined based on quoted market prices or liquidation values. Declines in value judged to be other-than-temporary, if any, are recorded in operations as incurred. At December 31, 2018, the Company evaluated its unrealized losses on marketable securities and determined them to be temporary. We currently do not intend to sell securities with unrealized losses, and we concluded that we will not be required to sell these securities before the recovery of their amortized cost basis. At September 30, 2019 and December 31, 2018, the fair value of cash, cash equivalents and investments was $43.2 million and $49.6 million, respectively.

The following is a summary of cash, cash equivalents and investments at September 30, 2019 and December 31, 2018 (in thousands):

As of September 30, 2019	Amortized Cost	Gross Unrealized Gains	Gross Unrealized Losses	Fair Value
Cash	$9,294	$—	$—	$9,294
Money market funds	10,357	—	—	10,357
Certificates of deposit	467	—	—	467
Commercial paper	4,445	—	(1)	4,444
Corporate notes and bonds	10,225	9	—	10,234
U.S. government agency securities	9,956	2	—	9,958
	$44,744	$11	$(1)	$44,754
Classified as:
Cash and cash equivalents	$22,096	$—	$—	$22,096
Short-term investments	22,648	11	(1)	22,658
	$44,744	$11	$(1)	$44,754

As of December 31, 2018	Amortized Cost	Gross Unrealized Gains	Gross Unrealized Losses	Fair Value
Cash	$8,391	$—	$—	$8,391
Money market funds	14,295	—	—	14,295
Certificates of deposit	1,171	—	(1)	1,170
Commercial paper	3,986	—	(1)	3,985
Corporate notes and bonds	14,899	—	(66)	14,833
U.S. government agency securities	6,976	—	(1)	6,975
	$49,718	$—	$(69)	$49,649
Classified as:
Cash and cash equivalents	$25,182	$—	$—	$25,182
Short-term investments	24,536	—	(69)	24,467
	$49,718	$—	$(69)	$49,649

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The following table summarizes the estimated fair value of our marketable securities classified by the stated maturity date of the security (in thousands):

	September 30, 2019	December 31, 2018
Due within one year	$17,828	$20,874
Due within two years	4,830	3,593
	$22,658	$24,467

Fair Value Measurements

Accounting Standards Codification (“ASC”) 820, Fair Value Measurements and Disclosures, defines fair value, establishes a framework for measuring fair value under generally accepted accounting principles and enhances disclosures about fair value measurements. Fair value is defined under ASC 820 as the exchange price that would be received for an asset or paid to transfer a liability (an exit price) in the principal or most advantageous market for the asset or liability in an orderly transaction between market participants on the measurement date. Valuation techniques used to measure fair value according to ASC 820 must maximize the use of observable inputs and minimize the use of unobservable inputs. The standard describes a fair value hierarchy based on three levels of inputs, of which the first two are considered observable and the last unobservable, that may be used to measure fair value, which are the following:

● 

Level 1 - Quoted prices in active markets for identical assets or liabilities.

● 

Level 2 - Inputs other than Level 1 that are observable, either directly or indirectly, such as quoted prices for similar assets or liabilities; quoted prices in markets that are not active; or other inputs that are observable or can be corroborated by observable market data for substantially the full term of the assets or liabilities.

● 

Level 3 - Unobservable inputs that are supported by little or no market activity and that are significant to the fair value of the assets or liabilities.

In accordance with ASC 820, the following table represents our fair value hierarchy for our financial assets (cash equivalents and investments) measured at fair value on a recurring basis as of September 30, 2019 and December 31, 2018 (in thousands):

As of September 30, 2019	Level 1	Level 2	Level 3	Total
Money market funds	$10,357	$—	$—	$10,357
Certificates of deposit	—	467	—	467
Commercial paper	—	4,444	—	4,444
Corporate notes and bonds	—	10,234	—	10,234
U.S. government agency securities	—	9,958	—	9,958
Total	$10,357	$25,103	$—	$35,460

As of December 31, 2018	Level 1	Level 2	Level 3	Total
Money market funds	$14,295	$—	$—	$14,295
Certificates of deposit	—	1,170	—	1,170
Commercial paper	—	3,985	—	3,985
Corporate notes and bonds	—	14,833	—	14,833
U.S. government agency securities	—	6,975	—	6,975
Total	$14,295	$26,963	$—	$41,258

For short-term investments, measured at fair value using Level 2 inputs, we review trading activity and pricing for these investments as of the measurement date. When sufficient quoted pricing for identical securities is not available, we use market pricing and other observable market inputs for similar securities obtained from various third party data providers. These inputs either represent quoted prices for similar assets in active markets or have been derived from observable market data. Our policy is to recognize the transfer of financial instruments between levels at the end of our quarterly reporting period.

13

Concentrations of Credit Risk

Financial instruments that potentially subject us to concentrations of credit risk consist principally of cash equivalents, investments and trade accounts receivable. Our investment portfolio consists of investment grade securities. Except for obligations of the United States government and securities issued by agencies of the United States government, we diversify our investments by limiting our holdings with any individual issuer. We are exposed to credit risks in the event of default by the issuers to the extent of the amount recorded on the consolidated balance sheets. The credit risk in our trade accounts receivable is substantially mitigated by our evaluation of the customers’ financial conditions at the time we enter into business and reasonably short payment terms.

For the three months ended September 30, 2019, Comcast and Cox Communications accounted for 59% and 28%, respectively, of our total revenue. For the nine months ended September 30, 2019, Comcast and Cox Communications accounted for 64% and 23%, respectively, of our total revenue. For the three months ended September 30, 2018, Comcast and Cox Communications accounted for 70% and 16%, respectively, of our total revenue. For the nine months ended September 30, 2018, Comcast and Cox Communications accounted for 70% and 14%, respectively, of our total revenue. There were no other customers that accounted for 10% or more of total revenue for the three and nine months ended September 30, 2019 and 2018.

As of September 30, 2019, Comcast and Cox Communications accounted for 57% and 27%, respectively, of our total accounts receivable. As of December 31, 2018, Comcast and Cox Communications accounted for 69% and 15%, respectively, of our total accounts receivable. There were no other customers that accounted for 10% or more of our total accounts receivable as of September 30, 2019 and December 31, 2018.

Trade Accounts Receivable and Allowance for Doubtful Accounts

Trade accounts receivable are recorded at the invoiced amount. We perform evaluations of our customers’ financial condition and generally do not require collateral. We make judgments as to our ability to collect outstanding receivables and provide allowances for a portion of receivables when collection becomes doubtful. Reserves are made based on a specific review of all significant outstanding invoices. For those invoices not specifically provided for, reserves are recorded at differing rates, based on the age of the receivable. In determining these rates, we analyze our historical collection experience and current payment trends. The determination of past-due accounts is based on contractual terms. We had an allowance for doubtful accounts of $4,400 and $13,000 at September 30, 2019 and December 31, 2018, respectively.

Self-Funded Health Insurance

The Company maintains a self-funded health insurance program with a stop-loss umbrella policy with a third party insurer to limit the maximum potential liability for medical claims. With respect to this program, the Company considers historical and projected medical utilization data when estimating its health insurance program liability and related expense. As of September 30, 2019, the Company had approximately $437,000 in reserve for its self-funded health insurance program. As of December 31, 2018, the Company had approximately $585,000 in reserve for its self-funded health insurance program. The reserve is included in “other accrued liabilities” in the condensed consolidated balance sheets.

The Company regularly analyzes its reserves for incurred but not reported claims and for reported but not paid claims related to its self-funded insurance program. The Company believes its reserves are adequate. However, significant judgment is involved in assessing these reserves such as assessing historical paid claims, average lags between the claims’ incurred date, reported dates and paid dates, and the frequency and severity of claims. There may be differences between actual settlement amounts and recorded reserves and any resulting adjustments are included in expense once a probable amount is known.

Accumulated Other Comprehensive Loss

The components of accumulated other comprehensive loss, which relate entirely to accumulated foreign currency translation losses associated with our foreign subsidiaries and unrealized losses on investments, consisted of the following (in thousands):

	Foreign Currency Translation Losses	Unrealized Losses on Investments	Total
Balance as of December 31, 2018	$(2,438)	$(69)	$(2,507)
Current-period other comprehensive income	40	79	119
Balance as of September 30, 2019	$(2,398)	$10	$(2,388)

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Realized gains/losses on investments reclassified from accumulated other comprehensive loss are reported as interest income and other, net in our consolidated statements of operations.

The amounts noted in the condensed consolidated statements of comprehensive income (loss) are shown before taking into account the related income tax impact. The income tax effect allocated to each component of other comprehensive loss for each of the periods presented is not significant.

Stock-Based Compensation

We apply the provisions of ASC 718, Compensation - Stock Compensation, which requires the measurement and recognition of compensation expense for all stock-based payment awards, including grants of stock, restricted stock awards and options to purchase stock, made to employees and directors based on estimated fair values.

The fair value of our stock-based awards was estimated using the following weighted average assumptions for the three months and nine months ended September 30, 2019 and 2018. There were stock option and award grants during the three and nine months ended September 30, 2019 and 2018.

	Three Months Ended  September 30,		Nine Months Ended  September 30,
	2019	2018	2019	2018
Stock Option Plan:
Risk-free interest rate	1.6%	2.9%	1.7%	2.4%
Expected term	3 years	3.2 years	3 years	3 years
Volatility	37.3%	39.5%	35.6%	41.2%
Expected dividend	—%	—%	—%	—%
Weighted average fair value (per share)	$0.43	$0.88	$0.52	$0.84

	Three Months Ended  September 30,		Nine Months Ended  September 30,
	2019	2018	2019	2018
Employee Stock Purchase Plan:
Risk-free interest rate	—	2.09%	2.43%	2.09%
Expected term	—	0.5 years	0.5 years	0.5 years
Volatility	—	32.55%	32.98%	32.55%
Expected dividend	—	0%	0%	0%
Weighted average fair value (per share)	—	$0.72	$0.24	$0.72

We recorded the following stock-based compensation expense for the three and nine months ended September 30, 2018 and 2017 (in thousands):

	Three Months Ended  September 30,		Nine Months Ended  September 30,
	2019	2018	2019	2018
Stock-based compensation expense related to grants of:
Stock options	$31	$38	$101	$358
Employee Stock Purchase Plan (“ESPP”)	-	-	13	11
Restricted Stock Units (“RSU”)	48	64	107	217
	$79	$102	$221	$586
Stock-based compensation expense recognized in:
Cost of services	$5	$11	$31	$49
Cost of software and other	—	—	—	—
Research and development	6	9	21	33
Sales and marketing	7	14	31	40
General and administrative	61	68	138	464
	$79	$102	$221	$586

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Earnings (Loss) Per Share

Basic earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding during the reporting period. Diluted earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding, including the effect of the potential issuance of common stock such as stock issuable pursuant to the exercise of stock options and warrants and vesting of RSUs using the treasury stock method when dilutive.

For the three months ended September 30, 2019 and 2018 and for the nine months ended September 30, 2019, diluted earnings per share was computed using our net income and the weighted average number of common shares outstanding, including the effect of the potential issuance of common stock such as stock issuable pursuant to the exercise of stock options and warrants and vesting of RSUs using the treasury stock method.  For the nine months ended September 30, 2018, we were in a loss position, therefore all shares were anti-dilutive.”

The following table sets forth the computation of basic and diluted earnings (loss) per share (in thousands, except per share amounts):

	Three Months Ended September 30,		Nine Months Ended September 30,
	2019	2018	2019	2018
Net income (loss)	$1,593	$(9,148)	$3,689	$(9,518)
Basic:
Weighted-average shares of common stock outstanding and used in computing basic income (loss) per share	19,011	18,805	18,977	18,786
Basic earnings (loss) per share	0.08	(0.49)	0.19	(0.51)
Diluted:
Weighted-average shares of common stock outstanding	19,011	18,805	18,977	18,786
Add: Common equivalent shares outstanding	34	-	49	-
Shares used in computing diluted earnings (loss) per share	19,045	18,805	19,026	18,786
Diluted earnings (loss) per share	$0.08	$(0.49)	$0.19	$(0.51)

The following potential common shares outstanding were excluded from the computation of diluted earnings (loss) per share because including them would have been antidilutive (in thousands):

	As of September 30,
	2019	2018
Stock options   ...	845	872
RSUs	131	96
	976	968

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Warranties and Indemnifications

We generally provide a refund period on sales, during which refunds may be granted to consumers under certain circumstances, including our inability to resolve certain support issues. For our partnerships, the refund period varies by partner, but is generally between 5-14 days. For referral programs and direct transactions, the refund period is generally 5 days. For the majority of our end-user software products, we provide a 30-day money back guarantee. For all channels, we recognize revenue net of refunds and cancellations during the period. Refunds and cancellations have not been material to date.

We generally agree to indemnify our customers against legal claims that our end-user software products infringe certain third-party intellectual property rights. As of September 30, 2019, we have not been required to make any payment resulting from infringement claims asserted against our customers and have not recorded any related accruals.

Recent Accounting Pronouncements

Accounting Standards Adopted in the Current Period

Lease Accounting

In February 2016, the FASB issued ASU 2016-02, Leases (“ASU 2016-02”). This new standard establishes a right-of-use (ROU) model that requires a lessee to record a ROU asset and a lease liability on the balance sheet for all leases with terms longer than 12 months. Leases will be classified as either finance or operating, with classification affecting the pattern of expense recognition in the income statement. ASU 2016-02 is effective for fiscal years beginning after December 15, 2018, including interim periods within those fiscal years. Early adoption is permitted. In July 2018, the FASB issued ASU No. 2018-11 which provides an alternative transition method that allows entities to apply the new leases standard at the adoption date and recognize a cumulative-effect adjustment to the opening balance of retained earnings in the period of adoption. The Company has adopted the requirements of ASU 2016-02 on January 1, 2019, the first day of fiscal year 2019, and using the option transition method. The Company took advantage of the practical expedient options, which allows an entity not to reassess whether any existing or expired contracts contain leases. As of September 30, 2019, there was an increase in assets of $113,000 and liabilities of $113,000 since the adoption of the standard due to the recognition of the required right-of-use asset and corresponding liability for all lease obligations that are currently classified as operating leases with the difference of $0 related to existing deferred rent that reduced the ROU asset recorded. The standard did not have an impact in our consolidated income statements.

For information regarding the impact of Topic 842 adoption, see Significant Accounting Policies - Leases and Note 7— Leases.

New Accounting Standards to be adopted in Future Periods

Intangible Assets

In January 2017, the FASB issued Accounting Standards Update No. 2017-04, Intangibles—Goodwill and Other (Topic 350): Simplifying the Test for Goodwill Impairment (ASU 2017-04), which eliminates step two from the goodwill impairment test. Under ASU 2017-04, an entity should recognize an impairment charge for the amount by which the carrying amount of a reporting unit exceeds its fair value up to the amount of goodwill allocated to that reporting unit. This guidance will be effective for us in the first quarter of 2020 on a prospective basis, and early adoption is permitted. We do not expect the standard to have a material impact on our consolidated financial statements.

Note 2. Income Taxes

We recorded an income tax provision of $11,000 and $170,000 for the three and nine months ended September 30, 2019, respectively.  The income tax provision for interim periods is determined using an estimate of the annual effective tax rate, adjusted for discrete items, if any, that are taken into account in the relevant period.  Each quarter, the estimate of the annual effective tax rate is updated, and if the estimated effective tax rate changes, a cumulative adjustment is made.  There is a potential for volatility of the effective tax rate due to several factors, including changes in the mix of the pre-tax income and the jurisdictions to which it relates, changes in tax laws and settlements with taxing authorities and foreign currency fluctuations.

As of September 30, 2019, our deferred tax assets are fully offset by a valuation allowance except in those jurisdictions where it is determined that a valuation allowance is not required.

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ASC 740, Income Taxes, provides for the recognition of deferred tax assets if realization of such assets is more likely than not. Based upon the weight of available evidence, which includes historical operating performance, reported cumulative net losses since inception and difficulty in accurately forecasting our future results, we provided a full valuation allowance against our net U.S. deferred tax assets and a partial valuation allowance against our foreign deferred tax assets.  We reassess the need for our valuation allowance on a quarterly basis. If it is later determined that a portion or all of the valuation allowance is not required, it generally will be a benefit to the income tax provision in the period such determination is made.

The Company does not anticipate a material change in the total amount or composition of its unrecognized tax benefits as of September 30, 2019.

Note 3. Commitments and Contingencies

Legal contingencies

Federal Trade Commission Consent Order. As previously disclosed, on December 20, 2016 the Federal Trade Commission (“FTC”) issued a confidential Civil Investigative Demand, or CID, to the Company requiring the Company to produce certain documents and materials and to answer certain interrogatories relating to PC Healthcheck, an obsolete software program that the Company developed on behalf of a third party for their use with their customers. The investigation relates to the Company providing software like PC Healthcheck to third parties for their use prior to December 31, 2016, when the Company was under management of the previous Board and executive team. Since issuing the CID, the FTC has sought additional written and testimonial evidence from the Company. We have cooperated fully with the FTC’s investigation and provided all requested information. In addition, the Company has not used PC Healthcheck nor provided it to any customers since December 2016.

On March 9, 2018, the FTC notified the Company that the FTC was willing to engage in settlement discussions. On November 6, 2018, the Company and the FTC entered into a proposed Stipulation to Entry of Order for Permanent Injunction and Monetary Judgment, or the Consent Order. The Consent Order was approved by the Commission on March 26, 2019 and entered by the U.S. District Court for the Southern District of Florida on March 29, 2019. Entry of the Consent Order by the Court has finally resolved the FTC’s multi-year investigation of the Company.

Pursuant to the Consent Order, under which the Company neither admitted nor denied the FTC’s allegations (except as to the Court having jurisdiction over the matter), the FTC has agreed to accept a payment of $10 million in settlement of the $35 million judgement, subject to the factual accuracy of the information the Company has provided as part of our financial representations. The $10 million payment was made on April 1, 2019 and has been recognized in operating expenses within the Company’s consolidated statements of operations for the year ended December 31, 2018.

Additionally, pursuant to the Consent Order, the Company has agreed to implement certain new procedures and enhance certain existing procedures. For example, the Consent Order necessitates that the Company cooperate with representatives of the Commission on associated investigations if needed; imposes requirements on the Company regarding obtaining acknowledgements of the Consent Order and compliance certification, including record creation and maintenance; and prohibits the Company from making misrepresentations and misleading claims or providing the means for others to make such claims regarding, among other things, detection of security or performance issues on consumer’s Electronic Devices. Electronic Devices include, but are not limited to, cell phones, tablets and computers. The Company intends to monitor the impact of the Consent Order regularly and, while the Company currently does not expect the settlement to have a long-term and materially adverse impact on its business, the Company’s business may be negatively impacted as the Company adjusts to some of the changes. If the Company is unable to comply with the Consent Order, then this could result in a material and adverse impact to the Company’s results of operations and financial condition.

Other Matters. The Company has received and may in the future receive additional requests for information, including subpoenas, from other governmental agencies relating to the subject matter of the Consent Order and the Civil Investigative Demands described above. The Company intends to cooperate with these information requests and is not aware of any other legal proceedings against the Company by governmental authorities at this time.

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We are also subject to other routine legal proceedings, as well as demands, claims and threatened litigation, that arise in the normal course of our business, potentially including assertions that we may be infringing patents or other intellectual property rights of others. We currently do not believe that the ultimate amount of liability, if any, for any pending claims of any type (alone or combined) will materially affect our financial position, results of operations or cash flows. The ultimate outcome of any litigation is uncertain; however, any unfavorable outcomes could have a material negative impact on our financial condition and operating results. Regardless of outcome, litigation can have an adverse impact on us because of defense costs, negative publicity, diversion of management resources and other factors.

Guarantees

We have identified guarantees in accordance with ASC 450, Contingencies. This guidance stipulates that an entity must recognize an initial liability for the fair value, or market value, of the obligation it assumes under the guarantee at the time it issues such a guarantee, and must disclose that information in its interim and annual financial statements. We have entered into various service level agreements with our partners, in which we may guarantee the maintenance of certain service level thresholds. Under some circumstances, if we do not meet these thresholds, we may be liable for certain financial costs. We evaluate costs for such guarantees under the provisions of ASC 450. We consider such factors as the degree of probability that we would be required to satisfy the liability associated with the guarantee and the ability to make a reasonable estimate of the resulting cost. During the three and nine months ended September 30, 2019 and 2018, we did not incur any costs as a result of such obligations. We have not accrued any liabilities related to such obligations in the condensed consolidated financial statements as of September 30, 2019 and December 31, 2018.

Note 4. Intangible Assets

In December 2006, we acquired the use of a toll-free telephone number for cash consideration of $250,000. This asset has an indefinite useful life.

Note 5. Other Accrued Liabilities

Other accrued liabilities consist of the following (in thousands):

	September 30, 2019	December 31, 2018
Accrued expenses	$246	$338
Income tax	91	1
Self-insurance accruals	437	585
Other accrued liabilities	57	54
Total other accrued liabilities	$831	$978

Note 6. Stockholder’s Equity

Stock Options

The following table represents the stock option activity for the nine months ended September 30, 2019:

	Number of Shares	Weighted Average Exercise Price per Share	Weighted Average Remaining Contractual Term (in years)	Aggregate Intrinsic Value (in thousands)
Outstanding options at December 31, 2018	803,320	$2.89	8.43	$54
Granted	90,000	1.94
Exercised	—	—
Forfeited	(47,960)	$3.05
Outstanding options at September 30, 2019	845,360	$2.78	8.05	$-
Options vested and expected to vest	838,133	$2.78	8.04	$-
Exercisable at September 30, 2019	662,847	$2.95	7.90	$-

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The aggregate intrinsic value in the table above represents the total pre-tax intrinsic value that would have been received by the option holders had they all exercised their options on September 30, 2019. This amount changes based on the fair market value of our stock. The aggregate intrinsic value of options exercised under our stock option plans was zero during the three and nine months ended September 30, 2019, and was $3,000 and $20,000 during the three and nine months ended September 30, 2018, respectively. Total fair value of options vested was $30,000 and $57,000 during three and nine months ended September 30, 2019, respectively, and $24,000 and $48,000 during the three and nine months ended September 30, 2018, respectively.

At September 30, 2019, there was $108,000 of unrecognized compensation cost related to existing options outstanding which is expected to be recognized over a weighted average period of 0.9 years.

Employee Stock Purchase Plan

In the second quarter of 2011, to advance the interests of the Company and its stockholders by providing an incentive to attract, retain and reward eligible employees and by motivating such persons to contribute to the growth and profitability of the Company, the Company’s Board of Directors (the “Board”) and stockholders approved an ESPP and reserved 333,333 shares of our common stock for issuance effective as of May 15, 2011. The ESPP continues in effect for ten (10) years from its effective date unless terminated earlier by the Company. The ESPP consists of nine-month offering periods during which employees may enroll in the plan. The purchase price on each purchase date shall not be less than eighty-five percent (85%) of the lesser of (a) the fair market value of a share of stock on the offering date of the offering period or (b) the fair market value of a share of stock on the purchase date. During the nine months ended September 30, 2019, 13,486 shares were purchased under ESPP. As of September 30, 2019, approximately 66,175 shares remain available for grant under the ESPP.

 Restricted Stock Units

The following table represents RSU activity for the nine months ended September 30, 2019:

	Number of Shares	Weighted Average Grant-Date Fair Value per Share	Weighted Average Remaining Contractual Term (in years)	Aggregate Intrinsic Value (in thousands)
Outstanding RSUs at December 31, 2018	96,230	$2.78	0.60	$227
Awarded	125,788	—
Released	(72,724)	—
Forfeited	(18,181)	—
Outstanding RSUs at September 30, 2019	131,113	$1.73	0.84	$202

At September 30, 2019, there was $156,000 of unrecognized compensation cost related to RSUs which is expected to be recognized over a weighted average period of 0.8 years.

Stock Repurchase Program

On April 27, 2005, our Board authorized the repurchase of up to 666,666 outstanding shares of our common stock. As of September 30, 2019 the maximum number of shares remaining that can be repurchased under this program was 602,467. The Company does not intend to repurchase shares without further approval from its Board.

Note 7. Leases

We have entered into various non-cancelable operating lease agreements for certain of our offices, and certain equipment. Our leases have original lease periods expiring between 2019 and 2020.

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The components of lease costs, lease term and discount rate are as follows (in thousands except lease term and discount rate):

	Nine Months Ended September 30, 2019
Operating leases
Operating lease right-of-use assets	$113
Operating lease liabilities – short term	$101
Operating lease liabilities – long-term	12
Total operating lease liabilities	$113

Weighted Average Remaining Lease Term
Operating leases	1.0 years
Weighted Average Discount Rate
Operating leases	4.5%

The following represents maturities of operating lease liabilities as of September 30, 2019 (in thousands):

	Operating Leases
Remainder of 2019	$46
2020	62
2021	5
2022	3
Total undiscounted cash flows	116
Less imputed interest	(3)
Present value of lease liabilities	$113

Supplemental cash flow information related to leases are as follows (in thousands):
	Nine Months Ended September 30, 2019
Cash paid for amounts included in the measurement of lease liabilities:
Operating cash flows from operating leases	$135
Right-of-use assets obtained in exchange for lease obligations:
Operating leases	$-

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ITEM 2. MANAGEMENT’S DISCUSSION AND ANALYSIS OF FINANCIAL CONDITION AND RESULTS OF OPERATIONS

The following discussion of our financial condition and results of operations should be read in conjunction with our condensed consolidated financial statements and the related notes included elsewhere in this Form 10-Q (the “Report”) and the section entitled “Management’s Discussion and Analysis of Financial Condition and Results of Operations” and the consolidated financial statements and related notes included in our Annual Report on Form 10-K for the year ended December 31, 2018. The following discussion includes forward-looking statements. Please see “Risk Factors” in Item 1A of this Report for important information to consider when evaluating these statements.

Overview

Support.com is a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware® anti-malware products, and the maker of Support.com® software. Our technology support services programs help leading brands create new revenue streams and deepen customer relationships. We offer turnkey, outsourced support services for service providers, retailers and technology companies. Our technology support services programs are designed for both the consumer and SMB markets, and include computer and mobile device set-up, security and support, virus and malware removal, wireless network set-up, and home security and automation system support. Our Support.com Cloud offering is a SaaS solution for companies to optimize support interactions with their customers using their own or third party support personnel. The solution enables companies to quickly resolve complex technology issues for their customers, boosting agent productivity and dramatically improving the customer experience.

Total revenue for the third quarter of 2019 decreased 15% as compared with the same period of a year ago. Revenue from services decreased 15% year-over-year primarily due to lower billable hours. Revenue from software and other decreased 27% year-over-year due to the termination of a sales agreement with a major customer and lower subscription growth.

Total cost of revenue decreased by 27% in the third quarter of 2019 as compared with the same period of a year ago. This decrease included a year-over-year decrease in cost of services of 27% primarily due to lower compensation costs commensurate with the lower revenues as well as lower technology costs. Cost of software and other for the third quarter of 2019 decreased 49% year-over-year. Total gross margin for the third quarter of 2019 increased to 30% compared to the 20% gross margins in the year-ago period largely driven by the lower cost of services due to the lower compensation and related employee costs.

Operating expenses for the third quarter of 2019 decreased 74% from the same period in 2018, primarily driven by the one-time $10 million litigation settlement charge incurred in 2018 somewhat offset by increases in salary and employee related costs and consulting fees.

We intend the following discussion of our financial condition and results of operations to provide information that will assist in understanding our consolidated financial statements, the changes in certain key items in those consolidated financial statements from quarter to quarter, and the primary factors that accounted for those changes, as well as how certain accounting principles, policies and estimates affect our consolidated financial statements.

 Critical Accounting Policies and Estimates

In preparing our interim condensed consolidated financial statements, we make estimates, assumptions and judgments that can have a significant impact on our net revenue, operating income or loss and net income or loss, as well as on the value of certain assets and liabilities on our condensed consolidated balance sheet. We believe that the estimates, assumptions and judgments involved in the accounting policies described in Management’s Discussion and Analysis of Financial Condition and Results of Operations in Item 7 of our Annual Report on Form 10-K for the fiscal year ended December 31, 2018 have the greatest potential impact on our interim condensed consolidated financial statements, so we consider them to be our critical accounting policies and estimates. There have been no significant changes in these critical accounting policies and estimates except the accounting for leases during the nine months ended September 30, 2019. For information regarding the impact of Topic 842 adoption, see Significant Accounting Policies - Leases and Note 7— Leases.

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Critical Accounting Policies

In preparing our consolidated financial statements in conformity with generally accepted accounting principles in the United States, we make assumptions, judgments and estimates that can have a significant impact on our revenue and operating results, as well as on the value of certain assets and liabilities on our consolidated balance sheet. We base our assumptions, judgments and estimates on historical experience and various other factors that we believe to be reasonable under the circumstances. Actual results could differ materially from these estimates under different assumptions or conditions. On a regular basis we evaluate our assumptions, judgments and estimates and make changes accordingly. We believe that the assumptions, judgments and estimates involved in the accounting for revenue recognition, fair value measurements, purchase accounting in business combinations, self-insurance accruals, accounting for intangible assets, stock-based compensation and accounting for income taxes have the greatest potential impact on our consolidated financial statements, so we consider these to be our critical accounting policies. We discuss below the critical accounting estimates associated with these policies. For further information on the critical accounting policies, see Note 1 of our Notes to Consolidated Financial Statements.

Revenue Recognition

For information regarding to the disaggregation of revenue, see Note 1 – Significant Accounting Policies, Revenue Recognition.

RESULTS OF OPERATIONS

 The following table sets forth the results of operations for the three and nine months ended September 30, 2019 and 2018 expressed as a percentage of total revenue:

	Three Months Ended September 30,		Nine Months Ended September 30,
	2019	2018	2019	2018
Revenue:
Services	94%	93%	93%	93%
Software and other	6	7	7	7
Total revenue	100	100	100	100
Costs of revenue:
Cost of services	69	79	74	82
Cost of software and other	1	1	1	1
Total cost of revenue	70	80	75	83
Gross profit	30	20	25	17
Operating expenses:
Research and development	7	4	6	4
Sales and marketing	3	2	3	3
General and administrative	11	10	11	11
Legal settlement	-	56	-	19
Total operating expenses	21	72	20	37
Income (loss) from operations	9	(52)	5	(20)
Interest and other income, net	2	1	2	1
Income (loss) from continuing operations, before income taxes	11	(51)	7	(19)
Income tax provision	1	—	1	—
Net income (loss)	10%	(51)%	6%	(19)%

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REVENUE

	Three Months Ended  September 30,				Nine Months Ended  September 30,
In thousands, except percentages	2019	2018	$  Change	% Change	2019	2018	$  Change	% Change
Services	$14,327	$16,759	$(2,432)	(15)%	$46,698	$48,179	$(1,481)	(3)%
Software and other	922	1,258	(336)	(27)%	3,310	3,828	(518)	(14)%
Total revenue	$15,249	$18,017	$(2,768)	(15)%	50,008	$52,007	$(1,999)	(4)%

Services. Services revenue consists primarily of fees for customer support services generated from our partners.  We provide these services remotely, generally using service delivery personnel who utilize our proprietary technology to deliver the services. Services revenue is also comprised of licensing of our Support.com Cloud applications. Services revenue for the three months ended September 30, 2019 decreased by $2.4 million from the same period in 2018 mainly due to a decrease in billable hours of Comcast somewhat offset by an increase in subscriber sales from other customers. Services revenue for the nine months ended September 30, 2019 decreased by $1.5 million from the same period in 2018 mainly due to lower billable hours. For the three and nine months ended September 30, 2019, services revenue generated from our partnerships was $13.5 million and $44.5 million compared to $16.0 million and $45.5 million for the same period in 2018. Direct services revenue was $0.8 million and $2.2 million for the three and nine months ended September 30, 2019 compared to 0.7 million and $2.7 million for the same period in 2018. As with any market that is undergoing shifts, timing of downward pressures and growth opportunities in our services programs are difficult to predict. We are experiencing downward pressure with some of our services programs as personal computer and certain retail markets are subject to seasonal or other sector specific softness. However, we still see opportunity in the market for growth with our service partners as a result of the evolving support market trends.

Software and other. Software and other revenue is comprised primarily of fees for end-user software products provided through direct customer downloads, and, to a lesser extent, through the sale of these software products via partners. Software and other revenue for the three and nine months ended September 30, 2019 decreased by $0.3 million and $0.5 million, respectively, from the same periods in 2018 due to new subscriptions being less than expiration of subscriptions, including the cancellation of a significant partner contract. For the three-month periods ended September 30, 2019 and 2018, revenue from software and other generated from our direct sales was and $0.5 million and $0.6 million, respectively, and software and other revenue generated from our partnerships was $0.4 million and $0.7 million, respectively. For the nine-month periods ended September 30, 2019 and 2018, revenue from software and other generated from our direct sales was $1.4 million and $1.8 million, respectively, and software and other revenue generated from our partnerships was $1.9 million and $2.1 million, respectively.

COST OF REVENUE

	Three Months Ended  September 30,				Nine Months Ended  September 30,
In thousands, except percentages	2019	2018	$  Change	% Change	2019	2018	$  Change	% Change
Cost of services	$10,582	$14,412	$(3,830)	(27)%	$37,065	$42,985	$(5,920)	(14)%
Cost of software and other	26	51	(25)	(49)%	119	152	(33)	(22)%
Total cost of revenue	$10,608	$14,463	$(3,855)	(27)%	$37,184	$43,137	$(5,953)	(14)%

Cost of services. Cost of services consists primarily of compensation costs and contractor expenses for people providing services, technology and telecommunication expenses related to the delivery of services and other personnel-related expenses in service delivery. The decrease of $3.8 million in cost of services for the three months ended September 30, 2019 compared to the same period in 2018 was mainly driven by lower compensation expenses due to decrease in hiring as a result of lower billable hours from Comcast. The decrease of $5.9 million in cost of services for the nine months ended September 30, 2019 compared to the same period in 2018 was due to a decrease in compensation costs and related benefits of $5.2 million and lower depreciation expense of $0.2 million as a significant asset was fully depreciated during the nine months ended September 30, 2019.

Cost of software and other. Cost of software and other fees consists primarily of third-party royalty fees for our end-user software products. Certain of these products were developed using third-party research and development resources, and the third party receives royalty payments on sales of products it developed. The cost of software and other for the three and nine months ended September 30, 2019 were relatively flat as compared with the year-ago periods.

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OPERATING EXPENSES

	Three Months Ended  September 30,				Nine Months Ended  September 30,
In thousands, except percentages	2019	2018	$  Change	% Change	2019	2018	$  Change	% Change
Research and development	$1,132	$690	$442	64%	$2,796	$2,082	$714	34%
Sales and marketing	$485	$424	$61	14%	$1,315	$1,383	$(68)	(5)%
General and administrative	$1,685	$1,800	$(115)	(6)%	$5,671	$5,623	$48	1%
Legal settlement	$-	$10,000	$(10,000)	(100)%	$-	$10,000	$(10,000)	(100)%

Research and development. Research and development expense consists primarily of compensation costs, third-party consulting expenses and related overhead costs for engineering and IT personnel. The increase of $0.4 million in research and development expense for three months ended September 30, 2019 as compared to the year-ago period was primarily due to an increase of $0.1 million in salary and employee related expenses due to an increase in headcount and a $0.3 million increase in consulting fees. The increases of $0.7 million in research and development expense for the nine months ended September 30, 2019 compared to the same period in 2018 was the result of a $0.2 million increase in salary and employee related expenses due to changes in headcount, as well as $0.5 million increase in consulting fees.

Sales and marketing. Sales and marketing expense consists primarily of compensation costs of business development, program management and marketing personnel, as well as expenses for lead generation and promotional activities, including public relations, web site design, advertising and marketing. Sales and marketing costs for the three and nine months ended September 30, 2019 were relatively flat with the same periods of a year ago with no significant changes in the components of these amounts.

General and administrative. General and administrative expense consists primarily of compensation costs and related overhead costs for administrative personnel and professional fees for legal, accounting and other professional services. The decrease of $0.1 million in general and administrative expense for three months ended September 30, 2019 as compared to the year-ago period was primarily due to an decrease in salary and employee related expenses due to an decrease in headcount and lower legal fees. The increase of $48,000 in general and administrative expense for the nine months ended September 30, 2019 as compared to the same period a year ago was primarily due to decrease in salary and employee related expenses due to changes in headcount and a decrease in legal fees.

Legal settlement. Legal settlement consists of a legal settlement with a FTC related investigation. On November 6, 2018, the FTC and the Company reached a $10 million settlement agreement and the Company agreed to record a $10.0 million legal settlement in the third quarter of 2018. The amount was paid on April 1, 2019.

INTEREST INCOME AND OTHER, NET

	Three Months Ended  September 30,				Nine Months Ended  September 30,
In thousands, except percentages	2019	2018	$ Change	%Change	2019	2018	$ Change	% Change
Interest income and other, net	$265	$241	$24	10%	$817	$676	$141	21%

Interest income and other, net. Interest income and other, net consists primarily of interest income on our cash, cash equivalents and short-term investments. The increase in interest income and other, net of $0.1 million for the nine months ended September 30, 2019 and 2018 was primarily due to higher yields on investments.

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INCOME TAX PROVISION

	Three Months Ended  September 30,				Nine Months Ended  September 30,
In thousands, except percentages	2019	2018	$ Change	% Change	2019	2018	$ Change	% Change
Income tax provision (benefit)	$11	$29	$(18)	(62)%	$170	$(24)	$194	(808)%

Income tax (benefit) provision.  For the three and nine months ended September 30, 2019 and 2018, the income tax provision primarily consisted of state income tax and foreign taxes.

LIQUIDITY AND CAPITAL RESOURCES

Total cash, cash equivalents and investments at September 30, 2019 and December 31, 2018 were $44.8 million and $49.6 million, respectively. The decrease in cash, cash equivalents and investments was primarily due to the Company’s cash payment of $10.0 million to the FTC on April 1, 2019 in settlement of the previously disclosed on-going investigation. This payment was offset by net income for the period and changes impacting other working capital accounts including the timing of accounts receivable collections and vendor payments.

Operating Activities

Net cash used in operating activities was $4.7 million and $0.8 million for the nine months ended September 30, 2019 and 2018, respectively. Net cash used in operating activities primarily reflected the net income (loss) for the period, adjusted for non-cash items such as depreciation, amortization of premiums and discounts on investments, amortization of right-of-use assets, stock-based compensation expense and changes in operating assets and liabilities. The sum of the non-cash items totaled $0.6 million and $1.2 million for the nine months ended September 30, 2019 and 2018, respectively.

Net cash used in operating activities during the nine months ended September 30, 2019 was the result of net income of $3.7 million, adjustments for non-cash items of $0.6 million, and decreases in accounts receivable of $1.9 and prepaid expenses and other current assets of $0.5 million. These were offset by the $10 million payment against the accrued legal settlement and a $1.4 million decrease in accrued compensation and accrued liabilities.

Net cash used in operating activities was $0.8 million for the nine months ended September 30, 2018 and resulted primarily from a net loss for the period of $9.5 million adjusted for non-cash items totaling $1.2 million and net changes in operating assets and liabilities of $7.5 million. Adjustments for non-cash items primarily consisted of stock-based compensation expense of $0.6 million and depreciation of $0.5 million. The changes in operating assets and liabilities primarily consisted of decreases in other long-term assets of $0.2 million and increase in accrued legal settlement of $10 million offset by increase in accounts receivable of $0.6 million, prepaid and other current assets of $0.2 million, and decreases in accounts payable of $0.1 million, accrued compensation of $0.7 million, other accrued liabilities of $0.1 million, other long term liabilities of $0.2 million and deferred revenue of $0.8 million.

Investing Activities

Net cash provided by (used in) investing activities was $1.7 million and ($0.9) million for the nine months ended September 30, 2019 and 2018, respectively. For the nine months ended September 30, 2019, net cash provided by investing activities was primarily due to investment maturities of $24.2 million offset by the purchase of marketable securities for $22.5 million. Net cash used in investing activities for the nine months ended September 30, 2018 was primarily due to purchases, net of maturities of investments of $0.7 million and purchases of property and equipment of $0.2 million.

Financing Activities

Net cash provided by financing activities was $27,000 and $0.2 million for the nine months ended September 30, 2019 and 2018. Net cash provided by financing activities for the nine months ended September 30, 2019 and 2018 were primarily due to proceeds from the purchase of common stock under the Company’s ESPP and from the exercise of stock options.

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Working Capital and Capital Expenditure Requirements

At September 30, 2019, we had stockholders’ equity of $52.0 million and working capital of $51.2 million. On April 1, 2019, the Company made a cash payment of $10.0 million to the FTC in settlement of the previously disclosed on-going investigation. We believe that our existing cash balances will be sufficient to meet our working capital requirements, as well as our planned capital expenditures, for at least the next 12 months.

If we require additional capital resources to grow our business internally or to acquire complementary technologies and businesses at any time in the future, we may seek to sell additional equity or debt securities. The current economic environment, however, could limit our ability to raise capital by issuing new equity or debt securities on acceptable terms, and lenders may be unwilling to lend funds on acceptable terms that would be required to support operations. The sale of additional equity or convertible debt securities could result in dilution to our existing stockholders. The issuance of debt securities would result in increased interest expenses, and could impose new restrictive covenants that would limit our operating flexibility.

We plan to continue to make investments in our business during 2019. We believe these investments are essential to creating sustainable growth in our business in the future. Additionally, we may choose to acquire other businesses or complimentary technologies to enhance our product capabilities and such acquisitions would likely require the use of cash.

ITEM 3. QUANTITATIVE AND QUALITATIVE DISCLOSURES ABOUT MARKET RISK

Interest Rate and Market Risk

The value and liquidity of the securities in which we invest could deteriorate rapidly and the issuers of such securities could be subject to credit rating downgrades. We actively monitor market conditions and developments specific to the securities and security classes in which we invest. While we believe we take prudent measures to mitigate investment related risks, such risks cannot be fully eliminated, as there are circumstances outside of our control.

The primary objective of our investment activities is to preserve principal while at the same time maximizing the income we receive from our investments without significantly increasing risk. To achieve this objective, we invest our excess cash in a variety of securities, including U.S. government agency securities, corporate notes and bonds, commercial paper and money market funds in debt securities. These debt securities are classified as marketable securities. Consequently, our marketable securities are recorded on the consolidated balance sheets at fair value with unrealized gains or losses reported as a separate component of accumulated other comprehensive loss within stockholder’s equity. Our holdings of the securities of any one issuer, except government agencies, do not exceed 10% of our portfolio. We do not utilize derivative financial instruments to manage our interest rate risks.

As of September 30, 2019, we held $22.7 million in short-term investments (excluding cash and cash equivalents), which consisted primarily of certificates of deposits, government debt securities, corporate notes and bonds, and commercial paper. The weighted average interest rate of our portfolio was approximately 2.1% at September 30, 2019. A decline in interest rates over time would reduce our interest income from our investments. We have limited exposure to market risks from instruments that may impact our balance sheets, statement of comprehensive income (loss), and statement of cash flows. Such exposure is primarily due to changing interest rates.

Impact of Foreign Currency Rate Changes

The functional currencies of our international operating subsidiaries are the local currencies. We translate the assets and liabilities of our foreign subsidiaries at the exchange rates in effect on the balance sheet date. We translate their income and expenses at the average rates of exchange in effect during the period. We include translation gains and losses in the stockholders’ equity section of our consolidated balance sheets. We include net gains and losses resulting from foreign exchange transactions in interest income and other in our consolidated statements of operations. Since we translate foreign currencies (primarily Canadian dollars and Indian rupees) into U.S. dollars for a small portion of our operations, currency fluctuations have had an immaterial impact on our consolidated statements of operations. We have both revenue and expenses that are denominated in foreign currencies. Neither a weaker or stronger U.S. dollar environment would have a material impact on our consolidated statement of operations. The historical impact of currency fluctuations on our consolidated statements of operations has generally been immaterial. As of September 30, 2019, we did not engage in foreign currency hedging activities.

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ITEM 4. CONTROLS AND PROCEDURES

Evaluation of Disclosure Controls and Procedures

We maintain “disclosure controls and procedures,” as such term is defined in Rule 13a-15(e) under the Securities Exchange Act of 1934 (the “Exchange Act”), that are designed to ensure that information required to be disclosed by us in reports that we file or submit under the Exchange Act is recorded, processed, summarized, and reported within the time periods specified in Securities and Exchange Commission rules and forms, and that such information is accumulated and communicated to our management, including our Chief Executive Officer and Chief Financial Officer, as appropriate, to allow timely decisions regarding required disclosure. In designing and evaluating our disclosure controls and procedures, management recognized that disclosure controls and procedures, no matter how well conceived and operated, can provide only reasonable, not absolute, assurance that the objectives of the disclosure controls and procedures are met. Our disclosure controls and procedures have been designed to meet, and management believes they meet, reasonable assurance standards. Additionally, in designing disclosure controls and procedures, our management necessarily was required to apply its judgment in evaluating the cost-benefit relationship of possible disclosure controls and procedures. The design of any disclosure controls and procedures also is based in part upon certain assumptions about the likelihood of future events, and there can be no assurance that any design will succeed in achieving its stated goals under all potential future conditions.

Our Chief Executive Officer and our Chief Financial Officer, after evaluating the effectiveness of our “disclosure controls and procedures” as of the end of the period covered by this quarterly report, have concluded that our disclosure controls and procedures are effective based on their evaluation of these controls and procedures required by paragraph (b) of Exchange Act Rules 13a-15 or 15d-15.

Changes in Internal Control over Financial Reporting

Beginning January 1, 2019, we implemented ASC Topic 842, Leases. Although the adoption of the new accounting standard did not have a material impact on our Condensed Consolidated Statement of Operations or Condensed Consolidated Statement of Cash Flows for the nine-month period ended September 30, 2019, we did implement changes to our internal controls related to the implementation of the lease accounting standard. These changes included performing a comprehensive lease scoping analysis to identify, disaggregate and evaluate each of our lease categories to calculate ROU assets and lease liabilities values for our leases. There were no changes that occurred during the nine months ended September 30, 2019 that have materially affected, or are reasonably likely to materially affect, our internal control over financial reporting.

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PART II. OTHER INFORMATION

ITEM 1. LEGAL PROCEEDINGS

On December 20, 2016 the Federal Trade Commission (“FTC”) issued a confidential Civil Investigative Demand, or CID, to the Company requiring the Company to produce certain documents and materials and to answer certain interrogatories relating to PC Healthcheck, an obsolete software program that the Company developed on behalf of a third party for their use with their customers. The investigation relates to the Company providing software like PC Healthcheck to third parties for their use prior to December 31, 2016, when the Company was under management of the previous Board and executive team. Since issuing the CID, the FTC has sought additional written and testimonial evidence from the Company. We have cooperated fully with the FTC’s investigation and provided all requested information. In addition, the Company has not used PC Healthcheck nor provided it to any customers since December 2016.

On March 9, 2018, the FTC notified the Company that the FTC was willing to engage in settlement discussions. On November 6, 2018, the Company and the FTC entered into a proposed Stipulation to Entry of Order for Permanent Injunction and Monetary Judgment, or the Consent Order. The Consent Order was approved by the Commission on March 26, 2019 and entered by the U.S. District Court for the Southern District of Florida on March 29, 2019. Entry of the Consent Order by the Court has finally resolved the FTC’s multi-year investigation of this matter.

Pursuant to the Consent Order, under which the Company neither admitted nor denied the FTC’s allegations (except as to the Court having jurisdiction over the matter), the FTC has agreed to accept a payment of $10 million in settlement of the $35 million judgement, subject to the factual accuracy of the information the Company has provided as part of our financial representations. The $10 million payment was made on April 1, 2019 and has been recognized in operating expenses within the Company’s consolidated statements of operations for the year ended December 31, 2018.

Additionally, pursuant to the Consent Order, the Company has agreed to implement certain new procedures and enhance certain existing procedures. For example, the Consent Order necessitates that the Company cooperate with representatives of the Commission on associated investigations if needed; imposes requirements on the Company regarding obtaining acknowledgements of the Consent Order and compliance certification, including record creation and maintenance; and prohibits the Company from making misrepresentations and misleading claims or providing the means for others to make such claims regarding, among other things, detection of security or performance issues on consumer’s Electronic Devices. Electronic Devices include, but are not limited to, cell phones, tablets and computers. The Company intends to monitor the impact of the Consent Order regularly and, while the Company currently does not expect the settlement to have a long-term and materially adverse impact on its business, the Company’s business may be negatively impacted as the Company adjusts to some of the changes. If the Company is unable to comply with the Consent Order, then this could result in a material and adverse impact to the Company’s results of operations and financial condition.

Other Proceedings

The Company has received and may in the future receive additional requests for information, including subpoenas, from other governmental agencies relating to the subject matter of the Consent Order and the Civil Investigative Demand described above. The Company intends to cooperate with these information requests and is not aware of any other legal proceedings against the Company by governmental authorities at this time.

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ITEM 1A. RISK FACTORS.

This report contains forward-looking statements regarding our business and expected future performance as well as assumptions underlying or relating to such statements of expectation, all of which are “forward looking statements” within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. We are subject to many risks and uncertainties that may materially affect our business and future performance and cause those forward-looking statements to be inaccurate. Words such as “expects,” “anticipates,” “intends,” “plans,” “believes,” “forecasts,” “estimates,” “seeks,” “may result in,” “focused on,” “continue to,” “on-going” and similar expressions often identify forward-looking statements. In this report, forward-looking statements include, without limitation, statements regarding the following:

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Our expectations regarding revenues, cash flows, expenses, including cost of revenue, sales and marketing, research and development efforts, and administrative expenses, and profits;

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Our expectations regarding partners, renewal of contracts with these partners and the anticipated timing and magnitude of revenue from programs with these partners;

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Our ability to successfully license and grow revenue related to our consumer software, Support.com technical support subscriptions, Guided Paths® and our technology support service offerings;

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Our expectations regarding sales of our end-user software products, and our ability to source, develop and distribute enhanced versions of these products;

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The market appeal and efficacy of our Guided Paths® self-help solution and diagnostic tools;

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Our ability to expand and diversify our customer base;

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Our ability to attract and retain qualified management and employees;

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Our ability to hire, train, manage and retain customer support specialists in a home-based model in quantities sufficient to meet forecast requirements and in a cost-effective manner, and our ability to continue to enhance the flexibility of our staffing model;

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Our ability to adapt to changes in the market for customer support services;

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Our expectations regarding unit volumes, pricing and other factors in the market for computers and other technology devices, and the effects of such factors on our business;

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Our expectations regarding the results of pending, threatened or future litigation; and

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Our expectations regarding the results of pending, threatened or future government investigations and audits, including, without limitation, those investigations and audits described in Part II. Item 1. Legal Proceedings of this report.

An investment in our stock involves risk, and we caution investors that forward-looking statements are only predictions based on our current expectations about future events and are not guarantees of future performance. We encourage you to read carefully all information provided in this report and in our other filings with the SEC before deciding to invest in our stock or to maintain or change your investment. Forward-looking statements are based on information as of the filing date of this report, and we undertake no obligation to publicly revise or update any forward-looking statement for any reason.

Because forward-looking statements involve risks and uncertainties, there are important factors that may cause actual results to differ materially from our stated expectations.  While a number of these factors are described below, this list does not include all risks that could affect our business or that could cause our stock price to decline. If these or any other risks or uncertainties materialize, or if our underlying assumptions prove to be inaccurate, actual results could differ materially from past results and from our expected future results, our operating results and financial condition could be harmed and our stock price could decline.

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Our financial condition and results of operations may vary from quarter to quarter, which may cause the price of our common shares to decline.

 Our quarterly results of operations have fluctuated in the past and could do so in the future. Because our results of operations are difficult to predict, you should not rely on quarterly comparisons of our results of operations as an indication of our future performance. Fluctuations in our results of operations may be due to a number of factors, including, but not limited to, those listed below and those identified throughout this “Risk Factors” section:

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The performance of our partners, including the success of our partners in attracting end users of our products, which can impact the amount of revenue we derive from our partners;

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Change, or reduction in or discontinuance of our programs with partners;

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Cancellations, rescheduling or deferrals of significant customer products or service programs;

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Our reliance on a small number of partners for a substantial majority of our revenue;

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Our ability to successfully license and grow revenue related to our SAS software, Guided Paths®, Support.com Cloud and our service offerings;

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The timing of our sales to our partners and our partners’ resale of our products to end users and our ability to enter into new sales with partners and renew existing programs with our partners;

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The availability and cost-effectiveness of advertising placements for our software products and services and our ability to respond to changes in the advertising markets in which we participate;

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The efficiency and effectiveness of our technology specialists;

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Our ability to effectively match staffing levels with service volumes on a cost-effective basis;

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Our ability to manage contract labor;

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Our ability to hire, train, manage and retain our home-based customer support specialists and enhance the flexibility of our staffing model in a cost-effective fashion and in quantities sufficient to meet forecast requirements;

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Our ability to manage costs under our self-funded health insurance program;

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Usage rates on the subscriptions we offer;

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Our ability to maintain a competitive cost structure for our organization;

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The rate of expansion of our offerings and our investments therein;

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Changes in the markets for computers and other technology devices relating to unit volume, pricing and other factors, including changes driven by declines in sales of personal computers and the growing popularity of tablets, and other mobile devices and the introduction of new devices into the connected home;

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Our ability to adapt to our customers’ needs in a market space defined by frequent technological change;

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Severe financial hardship or bankruptcy of one or more of our major customers;

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The amount and timing of operating costs and capital expenditures in our business;

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Failure to protect our intellectual property;

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Diversion of management’s attention from other business concerns, incurrence of costs and disruption of our ongoing business activities as a result of acquisitions or divestitures by us;

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Costs related to the defense and settlement of litigation, which can also have an additional adverse impact on us because of negative publicity, diversion of management resources and other factors;

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Costs related to the defense and settlement of government investigations, requests for information and audits, which can also have an additional adverse impact on us because of negative publicity, diversion of management resources and other factors, including, without limitation, those audits, requests for information and investigations described in Part II. Item 1. Legal Proceedings of this report;

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The effects of any acquisitions, divestitures or significant investments; and

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Potential losses on investments, or other losses from financial instruments we may hold that are exposed to market risk.

Due to fluctuations in our quarterly results of operations and other factors, the price at which our common shares trades may be volatile. Accordingly, you may not be able to resell your common shares at or above the price you paid. In future periods, our stock price could decline if, amongst other factors, our revenue or operating results are below our estimates or the estimates or expectations of securities analysts and investors.

Our sales are concentrated in a few large customers with whom we have long-term agreements that have termination for convenience provisions and no minimum purchase commitments. If we are unable to increase the number of large customers in key markets, or if we lose or experience a significant reduction in sales to these key customers, if these key customers experience a significant decline in market share, or if these customers experience significant financial difficulties, our revenue may decrease substantially and our results of operations and financial condition may be harmed.

We receive a significant amount of our revenue from a limited number of customers. For the three and nine months ended September 30, 2019, two customers accounted for over 80% of our total revenue. We have long-term agreements that have termination for convenience provisions and no minimum purchase or billable hour commitments in place with our two major customers. As a result, the amount of revenue we derive from these customers can vary significantly, and they may terminate our relationship with them with no advance notice. In the past, sales to our largest customers have fluctuated significantly from period to period and year to year and will likely continue to fluctuate in the future. The loss of these or other significant relationships, the change of the terms or terminations of our arrangements with any of these customers, the reduction or discontinuance of programs or billable hours with any of these customers, or the failure of any of these customers to achieve their targets has in the past adversely affected, and could in the future adversely affect our business. For example, our partners may decide to shorten our billable hours and use other vendors in the provision of their business and/or may periodically place these types of services out for bid. Our competitors, many of whom have significantly more resources than we do, may offer more favorable bids for the same business compared to what we offer; and as a result, we may lose, or face a decline in the business we do with these significant customers.

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Generally, the agreements with our partners do not require them to conduct any minimum amount of business with us, and therefore they have decided in the past and could decide at any time in the future to reduce or eliminate their programs or the use of our products and/or services in such programs. They may also enter into multi-sourcing arrangements with other vendors for services previously provided exclusively by us. In addition, our top customers’ purchasing power has, in some cases, given them the ability to make greater demands on us with regard to pricing and contractual terms in general. We expect this trend to continue, which may adversely affect our business and, should we fail to comply with such terms, might also result in substantial liability that could harm our business, financial condition and results of operations. Further, we may not successfully obtain new partners or customers. There is also the risk that, our established programs with these and other partners may take longer than we expect to produce revenue or may not produce revenue at all, and the revenue produced may not be profitable if the costs of performing under the program are greater than anticipated or the program terminates before up-front investments can be recouped. One or more of our key partners may also choose not to renew their relationship with us, discontinue certain products or programs, offer them only on a limited basis or devote insufficient time and attention to promoting them to their customers. Some of our key partners may prefer not to work with us due to our past or present involvement in any legal or administrative proceedings. Overall, the loss of any of our large customers or a significant reduction in sales we make to them could have a material adverse effect on our operating results and financial condition.

Our business is based on a relatively new and evolving business model.

We are executing a plan to grow our business by providing customer support services, creating a robust, timely and innovative library of Guided Path® self-support tools, licensing our Support.com Cloud application, and providing end-user consumer software products. We may not be able to offer these services and software products successfully. Our customer support specialists are generally home-based, which requires a high degree of coordination and quality control of employees working from diverse and remote locations. We expect to invest cash generated from our existing business to support our growth initiatives. Our investments, which typically are made in advance of revenue, may not yield increased revenue to offset these expenses. As a result of these factors, the future revenue and income potential of our business is uncertain. Any evaluation of our business and our prospects must be considered in light of these factors and the risks and uncertainties often encountered by companies in our stage of development. Some of these risks and uncertainties relate to our ability to do the following:

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Maintain our current relationships and service programs, and develop new relationships, with service partners, subscriptions, and licensees of our Support.com technical support offering on acceptable terms or at all;

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Reach prospective customers for our software products in a cost-effective fashion;

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Reduce our dependence on a limited number of partners for a substantial majority of our revenue;

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Successfully license and grow revenue related to our consumer software, Support.com technical support subscriptions, Guided Paths® and our technology support service offerings;

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Manage our employees and contract labor efficiently and effectively;

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Maintain gross and operating margins;

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Match staffing levels with demand for services and forecast requirements;

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Obtain bonuses and avoid penalties in contractual arrangements;

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Operate successfully in a time-based pricing model;

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Operate effectively in the SMB market;

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Successfully introduce new, and adapt our existing, services and products for consumers and businesses;

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Respond effectively to changes in the market for customer support services;

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Realize benefits of any acquisitions we make;

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Adapt to changes in the markets we serve;

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Adapt to changes in our industry, including consolidation;

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Respond to government regulations relating to our current and future business;

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Manage and respond to present, threatened, and future litigation; and

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Manage and respond to present, threatened or future government investigations and audits, including, without limitation, those audits and investigations described in Item 3 Legal Proceedings of this report.

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If we are unable to address these risks, our business, results of operations and prospects could suffer.

 We have been, are currently and may be in the future the subject of governmental investigations relating to past products and services and how those products and services were used by our third-party partners. These investigations could harm our reputation, result in additional fines and other payments and cause us to incur expenses to respond and defend the company or our current and former employees.

We have been, are currently and may in the future be the subject of governmental investigations relating to our past products and how those products were used by our third-party partners. On November 6, 2018, we entered into a Stipulation to Entry of Order for Permanent Injunction and Monetary Judgment, or the Consent Order, with the Federal Trade Commission, or FTC, resolving a multi-year FTC investigation relating to PC Healthcheck, an obsolete software program that we developed on behalf of a third party for their use with their customers. As part of the Consent Order, we agreed to pay $10 million and to implement certain new procedures and enhance certain existing procedures.

These governmental inquiries and the Consent Order with the FTC could harm our reputation with customers and negatively impact our ability to sell to existing customers or attract new customers. In addition to the ongoing costs to respond to these inquiries, we could be required to make additional payments to resolve these or other governmental proceedings that may be brought in the future. In some cases, we may not be the subject of an investigation, but we may be required to expend resources, including time from our management team, to address information requests or to indemnify individual current or former employees who may become involved in governmental proceedings or also be requested to provide information. These historical proceedings, our ongoing matters and any inquiries or proceedings that arise in the future could have a material adverse effect on our operations, financial results and our stock price.

We have been named as a party to legal proceedings, including governmental proceedings, in the past and may be named in additional ones in the future, which could subject us to liability, require us to indemnify our customers or employees, require us to obtain or renew licenses, require us to stop selling our products, services and/or programs, or force us to redesign our products, services and/or programs.

We have been named as a party to several lawsuits, government inquiries or investigations and other legal proceedings (referred to as “litigation”), and we may be named in additional ones in the future. Please see “Part II, Item 1. Legal Proceedings” for a more detailed description of material litigation matters in which we are currently engaged. Any potential litigation also could force us to do one or more of the following:

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stop selling, offering for sale, making, having made or exporting products, services and/or programs;

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limit or restrict the type of work that employees involved in such litigation may perform for us;

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pay substantial damages and/or license fees and/or royalties to the party bringing the claim that could adversely impact our liquidity or operating results; and

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attempt to redesign those products, services and/or programs that contain the allegedly problematic component.

Under certain circumstances, we have contractual and other legal obligations to indemnify and to incur legal expenses for current and former directors and officers. Additionally, from time to time, we have agreed to indemnify or reimburse select customers or end customers for a number of potential claims. For example, we recently received notice from a customer, AOL (acquired by Verizon Communications), that it may seek reimbursement from us in order to reimburse its customers related to their use of a software product. If we are required to make a significant payment under any of our indemnification obligations, including those to our customers and/or on behalf of our former or current employees, could have a material adverse effect on our business and the trading price for our securities. Litigation may be time consuming, expensive, and disruptive to normal business operations, and the outcome of litigation is difficult to predict. The ultimate outcome of litigation could have a material adverse effect on our business and the trading price for our securities. Furthermore, litigation, regardless of the outcome, may result in significant expenditures, diversion of our management’s time and attention from the operation of our business and damage to our reputation or relationship with third parties, which could materially and adversely affect our business, financial condition, results of operations, cash flows and stock price.

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Our product and service offerings are in their early stages and failure to market, sell and develop the offerings effectively and competitively could result in a lack of growth.

A number of competitive offerings exist in the market, providing various features that may overlap with our Support.com offerings today or in the future. Some competitors in these markets far exceed our spending on sales and marketing activities and benefit from greater existing brand awareness, channel relationships and existing customer relationships. We may not be able to reach the market effectively and adequately or convey our differentiation as needed to grow our customer base. To reach our target market effectively, we may be required to continue to invest substantial resources in sales and marketing and research and development activities, which could have a material adverse effect on our financial results. In addition, if we fail to develop and maintain competitive features, deliver high-quality products and satisfy existing customers, our Support.com offerings could fail to grow. Disruptions in infrastructure operations could impair our ability to deliver Support.com offerings to customers, thereby affecting our reputation with existing and prospective customers and possibly resulting in monetary penalties or financial losses.

Our end-user software revenues are dependent on online traffic patterns and the availability and cost of online advertising in certain key placements.

Some of our consumer end-user software revenue stream is obtained through advertising placements in certain key online media placements. From time to time a trend or a change in a key advertising placement will impact us, decreasing traffic or significantly increasing the cost or effectiveness of online advertising and therefore compromising our ability to purchase a desired volume and placement of advertisements at profitable rates. If such a change were to continue to occur, as it did in 2013 and on several occasions in the past, we may be unable to attract desired amounts of traffic, our costs for advertising may further increase beyond our forecasts and our software revenues may further decrease. As a result, our operating results would be negatively impacted.

We operate in a highly competitive industry, with intense price competition, which may intensify as our competitors expand their operations.

The industry in which we operate is highly competitive and includes numerous small companies capable of competing effectively in our markets on a local basis, as well as several large companies that possess substantially greater financial resources than we do. Contracts are traditionally awarded on the basis of competitive bids or direct negotiations with customers.

The competitive factors in our markets include, amongst others, are product and service quality and availability, responsiveness, experience, technology, equipment quality, reputation for retaining highly-skilled agents and price. The competitive environment has intensified as mergers among industry partners have reduced the number of available customers and mergers amongst our competitors have created larger companies for us to compete against. Some of our current and potential competitors have greater resources, longer histories, more customers, and/or greater brand recognition. They may secure better terms from vendors, adopt more aggressive pricing, and devote more resources to technology, infrastructure, fulfillment, and marketing.

Competition may intensify, including with the development of new business models and the entry of new and well-funded competitors, and as our competitors enter into business combinations or alliances and established companies in other markets expand to become competitive with our business. Furthermore, we cannot be sure that our competitors will not develop competing products, systems, services or technologies that gain market acceptance in advance of our products, systems, services or technologies, or that our competitors will not develop new products, systems, services or technologies that cause our existing products, systems, services or technologies to become non-competitive or obsolete, which may adversely affect our results of operations through the potential reduction of sales and profits.

Our business is highly dependent upon our brand recognition and reputation, and the failure to maintain or enhance our brand recognition or reputation would likely have a material adverse effect on our business.

Our brand recognition and reputation are critical aspects of our business. We believe that maintaining and further enhancing our brand as well as our reputation will be critical to retaining existing customers and attracting new customers. We also believe that the importance of our brand recognition and reputation will continue to increase as competition in our markets continues to develop. Our success in this area will be dependent on a wide range of factors, some of which are out of our control, including the following:

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the efficacy of our marketing efforts;

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our ability to retain existing and obtain new customers and strategic partners;

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the quality and perceived value of our services;

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actions of our competitors, our strategic partners, and other third parties;

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positive or negative publicity, including material on the Internet;

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regulatory and other governmental related developments; and

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litigation related developments.

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If we implement new marketing and advertising strategies, we may utilize marketing and advertising channels with significantly higher costs than our current channels, which in turn could adversely affect our operating results. Implementing new marketing and advertising strategies also would increase the risk of devoting significant capital and other resources to endeavors that do not prove to be cost effective. Further, we also may incur marketing and advertising expenses significantly in advance of the time we anticipate recognizing revenue associated with such expenses, and our marketing and advertising expenditures may not generate sufficient levels of brand awareness or result in increased revenue. Even if our marketing and advertising expenses result in increased revenue, the increase might not offset our related expenditures. If we are unable to maintain our marketing and advertising channels on cost-effective terms or replace or supplement existing marketing and advertising channels with similarly or more effective channels, our marketing and advertising expenses could increase substantially, our customer base could be adversely affected, and our business, operating results, financial condition, and reputation could suffer.

Furthermore, negative publicity, whether or not justified, relating to events or activities attributed to us, our employees, our strategic partners, our affiliates, or others associated with any of these parties, may tarnish our reputation and reduce the value of our brands. Damage to our reputation and loss of brand equity may reduce demand for our products and services and have an adverse effect on our business, operating results, and financial condition. Moreover, any attempts to rebuild our reputation and restore the value of our brands may be costly and time consuming, and such efforts may not ultimately be successful.

Our success depends upon our ability to attract, develop and retain highly qualified employees while also controlling our labor costs in a competitive labor market.

Our customers expect a high level of customer service and product knowledge from our employees. To meet the needs and expectations of our customers, we must attract, develop and retain a large number of highly qualified employees while at the same time control labor costs. Our ability to control labor costs is subject to numerous external factors, including prevailing wage rates and health and other insurance costs, as well as the impact of legislation or regulations governing labor relations, minimum wage, or healthcare benefits. An inability to provide wages and/or benefits that are competitive within the markets in which we operate could adversely affect our ability to retain and attract employees. Likewise, changes in market compensation rates may adversely affect our labor costs. In addition, we compete with other retail businesses for many of our employees in hourly positions, and we invest significant resources in training and motivating them to maintain a high level of job satisfaction. These positions have historically had high turnover rates, which can lead to increased training and retention costs, particularly in a competitive labor market. Effective succession planning is also important to our long-term success. Failure to ensure effective transfer of knowledge and smooth transitions involving key employees and executive management could hinder our strategic planning and execution. There is no assurance that we will be able to attract or retain highly qualified employees in the future. As such, our ability to develop and deliver successful products and services may be adversely affected.

Our business would be adversely affected by the departure of existing members of our senior management team.

Our business would be adversely affected by the departure of existing members of our senior management team. Our success depends, in large part, on the continued contributions of our senior management team. Effective succession planning is also important for our long-term success. Failure to ensure effective transfers of knowledge and smooth transitions involving senior management could hinder our strategic planning and execution. We do not currently maintain key person life insurance covering our senior management. The loss of any of our senior management could harm our ability to implement our business strategy and respond to the rapidly changing market conditions in which we operate.

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If we fail to attract, train and manage our consumer support specialists in a manner that meets forecast requirements and provides an adequate level of support for our customers, our reputation and financial performance could be harmed.

Our business depends in part on our ability to attract, manage and retain our customer support specialists and other support personnel. If we are unable to attract, train and manage in a cost-effective manner adequate numbers of competent specialists and other support personnel to be available as service volumes vary, particularly as we seek to expand the breadth and flexibility of our staffing model, our service levels could decline, which could harm our reputation, result in financial losses under contract terms, cause us to lose customers and partners, and otherwise adversely affect our financial performance. Our ability to meet our need for support personnel while controlling our labor costs is subject to numerous external factors, including the level of demand for our products and services, the availability of a sufficient number of qualified persons in the workforce, unemployment levels, prevailing wage rates, changing demographics, health and other insurance costs, including managing costs under our self-funded health insurance program which can vary substantially each reporting period, and the cost of compliance with labor and wage laws and regulations. In the case of programs with time-based pricing models, the impact of failing to attract, train and manage such personnel could directly and adversely affect our revenue and profitability. Although our service delivery and communications infrastructure enables us to monitor and manage customer support specialists remotely, because they are typically home-based and geographically dispersed, we could experience difficulties meeting services levels and effectively managing the costs, performance and compliance of these customer support specialists and other support personnel. Any problems we encounter in effectively attracting,

managing and retaining our customer support specialists and other support personnel could seriously jeopardize our service delivery operations and our financial results.

Changes in the market for computers and other consumer electronics and in the technology support services market could adversely affect our business.

Reductions in unit volumes of sales for computers and other devices we support, or in the prices of such equipment, could adversely affect our business. We offer both services that are attached to the sales of new computers and other devices, and services designed to fix existing computers and other devices. Declines in the unit volumes sold of these devices or declines in the pricing of such devices could adversely affect demand for our services or our revenue mix, either of which would harm our operating results. Further, we do not support all types of computers and devices, meaning that we must select and focus on certain operating systems and technology standards for computers, tablets, smart phones, and other devices. We may not be successful in supporting new devices in the connected home and “Internet of Things,” and consumers and SMBs may prefer equipment we do not support, which may decrease the market for our services and products if customers migrate away from platforms we support. In addition, the structures and pricing models for programs in the technology support services market may change in ways that reduce our revenues and our margins.

Disruptions in our information technology and service delivery infrastructure and operations could impair the delivery of our services and harm our business.

We depend on the continuing operation of our information technology and communication systems and those of our third-party service providers. Any interruption or failure of our internal or external systems could prevent us or our service providers from accepting orders and delivering services, or cause company and consumer data to be unintentionally lost, destroyed or disclosed. Our continuing efforts to upgrade and enhance the security and reliability of our information technology and communications infrastructure could be very costly, and we may have to expend significant resources to remedy problems such as a security breach or service interruption. Interruptions in our services resulting from labor disputes, telephone or Internet failures, power or service outages, natural disasters or other events, or a security breach could reduce our revenue, increase our costs, cause customers and partners and licensees to fail to renew or to terminate their use of our offerings, and harm our reputation and our ability to attract new customers.

Costs related to software or other errors in our products could have a material adverse effect on us.

From time to time, we may experience software defects, bugs and other errors associated with the introduction and/or use of our complex software products. Despite our testing procedures, errors may occur in new products or releases after commencement of commercial deployments in the future. Such errors could result in:

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Loss of or delay in market acceptance of our products;

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Material recall and replacement costs;

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Delay in revenue recognition or loss of revenue;

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The diversion of the attention of our engineering personnel from product development efforts;

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Our having to defend against litigation related to defective products; and

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Damage to our reputation in the industry that could adversely affect our relationships with our customers.

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In addition, the process of identifying a software error in software products that have been widely distributed may be lengthy and require significant resources. We may have difficulty identifying the end customers of the defective products in the field, which may cause us to incur significant replacement costs, contract damage claims from our customers and further reputational harm. For example, we recently received notice from a customer, AOL (acquired by Verizon Communications), that it may seek reimbursement from us in order to reimburse its customers related to their use of a software product. Any of these problems could materially and adversely affect our results of operations. Despite our best efforts, security vulnerabilities may exist with respect to our products. Mitigation techniques designed to address such security vulnerabilities, including software and firmware updates or other preventative measures, may not operate as intended or effectively resolve such vulnerabilities. Software and firmware updates and/or other mitigation efforts may result in performance issues, system instability, data loss or corruption, unpredictable system behavior, or the theft of data by third parties, any of which could significantly harm our business and reputation.

We may engage in the acquisition of other companies, joint ventures and strategic alliances outside of our current line of business, which may have an adverse material effect on our existing business.

We may engage in the acquisition of other companies, joint ventures and strategic alliances outside of our current line of business to design and develop new technologies and products, to strengthen competitiveness by scaling up and to expand our existing business line into new regions. Such transactions, especially in new lines of business, inherently involve risk due to the difficulties in integrating operations, technologies, products and personnel. Integration issues are complex, time-consuming and expensive and, without proper planning and implementation, may adversely affect our existing business. Furthermore, we may incur significant acquisition, administrative and other costs in connection with these transactions, including costs related to integration or restructuring of acquired businesses. There can be no assurance that these transactions will be beneficial to our business or financial condition. Even assuming these transactions are beneficial, there can be no assurance that we will be able to successfully integrate the new business lines acquired or achieve all or any of the initial objectives of these transactions.

We may make acquisitions that deplete our resources and do not prove successful.

We have made acquisitions in the past and may make additional acquisitions in the future. Our management may not be able to effectively implement our acquisition program and internal growth strategy simultaneously. The integration of acquisitions involves a number of risks and presents financial, managerial and operational challenges. We may have difficulty, and may incur unanticipated expenses related to, integrating management and personnel from these acquired entities with our management and personnel. Our failure to identify, consummate or integrate suitable acquisitions could adversely affect our business and results of operations. We cannot readily predict the timing, size or success of our future acquisitions. Even successful acquisitions could have the effect of reducing our cash balances.

We may pursue investments, joint ventures and dispositions, which could adversely affect our results of operations.

We may invest in businesses that offer complementary products, services and technologies, augment our market coverage, or enhance our technological capabilities. We may also enter into strategic alliances or joint ventures to achieve these goals. We may not be able to identify suitable investment, alliance, or joint venture opportunities, or to consummate any such transactions. In addition, our original estimates and assumptions used in assessing any transaction may be inaccurate and we may not realize the expected financial or strategic benefits of any such transaction.

We may also seek to divest or wind down portions of our business, either acquired or otherwise, each of which could materially affect our cash flows and results of operations. Any future dispositions we may make could involve risks and uncertainties, including our ability to sell such businesses on terms acceptable to us, or at all. In addition, any such dispositions could result in disruption to other parts of our business, potentialloss of employees or customers, or exposure to unanticipated liabilities or ongoing obligations to us following any such dispositions. For example, in connection with such dispositions, we may agree to provide certain indemnities to the purchaser, which may result in additional expenses and may adversely affect our financial condition and results of operations. In addition, dispositions may include the transfer of technology and/or the licensing of certain IP rights to third-party purchasers, which could limit our ability to utilize such IP rights or assert these rights against such third-party purchasers or other third parties.

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Our stock price is subject to volatility.

Our stock price has experienced substantial price volatility in the past and may continue to do so in the future. Further, our business, the technology industry and the stock market as a whole have experienced extreme stock price and volume fluctuations that have affected stock prices in ways that may have been unrelated to corporate operating performance. We believe our stock price should reflect expectations of future growth and profitability. If we fail to meet expectations related to future growth, profitability, potential future dividends or share repurchases, or other market expectations, our stock price may decline significantly, which could have a material adverse impact on the confidence of our investors and employee retention.

Our indemnification obligations and limitations of our director and officer liability insurance may have a material adverse effect on our financial condition, results of operations and cash flows.

Under Delaware law, our Articles of Incorporation and Amended and Restated Bylaws and indemnification agreements to which we are a party, we have an obligation to indemnify, or we have otherwise agreed to indemnify, certain of our current and former directors, officers and/or employees with respect to past, current and future investigations and litigation. For example, we have incurred indemnification expenses in connection with the FTC investigation completed in March 2019 and other pending government investigations. In connection with some of these pending matters, we are required to, or we have otherwise agreed to, advance, and have advanced, legal fees and related expenses to certain of our current and former directors, officers and employees, and expect to continue to do so while these matters are pending. Indemnification obligations may not be “covered matters” under our directors’ and officers’ liability insurance, or there may be insufficient coverage available. Further, in the event the directors and officers are ultimately determined not to be entitled to indemnification, we may not be able to recover any amounts we previously advanced to them. We cannot provide any assurances that future indemnification claims, including the cost of fees, penalties or other expenses, will not exceed the limits of our insurance policies, that such claims are covered by the terms of our insurance policies or that our insurance carrier will be able to cover our claims. Additionally, to the extent there is coverage of these claims, the insurers also may seek to deny or limit coverage in some or all of these matters. Furthermore, the insurers could become insolvent and unable to fulfill their obligation to defend, pay or reimburse us for insured claims. Accordingly, we cannot be sure that claims will not arise that are in excess of the limits of our insurance or that are not covered by the terms of our insurance policy. Due to these coverage limitations, we may incur significant unreimbursed costs to satisfy our indemnification obligations, which may have a material adverse effect on our financial condition, results of operations or cash flows.

Our provision for income taxes is subject to volatility and could be adversely affected by a number of factors.

Our overall tax provisions and accruals are affected by a number of factors, including any potential reorganization or restructuring of our businesses, including tangible and intangible assets, the resulting tax effects of differing tax rates in different state jurisdictions, changes in transfer pricing rules or methods of applying these rules, and changes in tax laws in various jurisdictions. While we believe our tax estimates are reasonable, there is no assurance that the final determination of our income tax liability will not be materially different than what is reflected in our income tax provisions and accruals. Significant judgment is required to determine the recognition and measurement of tax liabilities prescribed in the relevant accounting guidance for uncertainty in income taxes. The accounting guidance for uncertainty in income taxes applies to all income tax positions, which, if resolved unfavorably, could adversely impact our provision for income taxes and our payment obligation with respect to any such taxes.

Our systems collect, access, use, and store personal customer information and enable customer transactions, which poses security risks, requires us to invest significant resources to prevent or correct problems that may be caused by security breaches, and may harm our business.

A fundamental requirement for online communications, transactions and support is the secure collection, storage and transmission of confidential information. Our systems collect and store confidential and personal information of our individual customers as well as our partners and their customers’ users, including personally identifiable information and payment card information, and our employees and contractors may access and use that information in the course of providing services. In addition, we collect and retain personal information of our employees in the ordinary course of our business. We and our third-party contractors use commercially available technologies to secure this information. Despite these measures, parties may attempt to breach the security of our data or that of our customers. In addition, errors in the storage or transmission of data could breach the security of that information. We may be liable to our customers for any breach in security and any breach could subject us to governmental or administrative proceedings or monetary penalties, damage our relationships with partners and harm our business and reputation. Also, computers are vulnerable to computer viruses, physical or electronic break-ins and similar disruptions, which could lead to interruptions, delays or loss of data. We may be required to expend significant capital and other resources to comply with mandatory privacy and security standards required by law, industry standard, or contract, and to further protect against security breaches or to correct problems caused by any security breach.

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A breach of our security systems may have a material adverse effect on our business.

Our security systems are designed to maintain the physical security of our facilities and protect our customers’ and employees’ confidential information, as well as our own proprietary information. However, we are also dependent on a number of third-party cloud-based and other service providers of critical corporate infrastructure services relating to, among other things, human resources, electronic communication services and certain finance functions, and we are, of necessity, dependent on the security systems of these providers. Accidental or willful security breaches or other unauthorized access by third parties or our employees or contractors of our facilities, our information systems or the systems of our cloud-based or other service providers, or the existence of computer viruses or malware in our or their data or software could expose us to a risk of information loss and misappropriation of proprietary and confidential information, including information relating to our products or customers and the personal information of our employees. In addition, we have, from time to time, also been subject to unauthorized network intrusions and malware on our own IT networks. Any theft or misuse of confidential, personal or proprietary information as a result of such activities could result in, among other things, unfavorable publicity, damage to our reputation, loss of our trade secrets and other competitive information, difficulty in marketing our products, allegations by our customers that we have not performed our contractual obligations, litigation by affected parties and possible financial obligations for liabilities and damages related to the theft or misuse of such information, as well as fines and other sanctions resulting from any related breaches of data privacy regulations, any of which could have a material adverse effect on our reputation, business, profitability and financial condition. Since the techniques used to obtain unauthorized access or to sabotage systems change frequently and are often not recognized until launched against a target, we may be unable to anticipate these techniques or to implement adequate preventative measures.

Data privacy regulations are expanding and compliance with, and any violations of, these regulations may cause us to incur significant expenses.

Privacy legislation, enforcement and policy activity in this area are expanding rapidly in many jurisdictions and creating a complex regulatory compliance environment. Costs to comply with and implement these privacy-related and data protection measures could be significant. In addition, even our inadvertent failure to comply with federal, state or international privacy-related or data protection laws and regulations could result in proceedings against us by governmental entities or others, and substantial fines and damages. The theft, loss or misuse of personal data collected, used, stored or transferred by us to run our business could result in significantly increased business and security costs or costs related to defending legal claims.

We are exposed to risks associated with payment card and payment fraud and with payment card processing.

Certain of our customers use payment cards to pay for our services and products. We may suffer losses as a result of orders placed with fraudulent payment cards or other payment data. Our failure to detect or control payment fraud could have an adverse effect on our results of operations. We are also subject to payment card association operating standards and requirements, as in effect from time to time. Compliance with those standards requires us to invest in network and systems infrastructure and processes. Failure to comply with these rules or requirements may subject us to fines, potential contractual liabilities, and other costs, resulting in harm to our business and results of operations.

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Privacy concerns and laws or other domestic or foreign regulations may require us to incur significant costs and may reduce the effectiveness of our solutions, and our failure to comply with those laws or regulations may harm our business and cause us to lose customers.

Our software and services contain features that allow our technology specialists and other personnel to access, control, monitor, and collect information from computers and other devices.  Federal, state and foreign government bodies and agencies, however, have adopted or are considering adopting laws and regulations restricting or otherwise regulating the collection, use and disclosure of personal information obtained from consumers and individuals. Those regulations could require costly compliance measures, could reduce the efficiency of our operations, or could require us to modify or cease to provide our systems or services. Liability for violation of, costs of compliance with, and other burdens imposed by such laws and regulations may limit the use and adoption of our services and reduce overall demand for them. Even the perception of privacy concerns, whether or not valid, may harm our reputation and inhibit adoption of our solutions by current and future customers.  In addition, we may face claims about invasion of privacy or inappropriate disclosure, use, storage, or loss of information obtained from our customers. Any imposition of liability could harm our reputation, cause us to lose customers and cause our operating results to suffer.

We rely on third-party technologies in providing certain of our software and services. Our inability to use, retain or integrate third-party technologies could delay service or software development and could harm our business.

We license technologies from third parties, which are integrated into our services, technology and end user software. Our use of commercial technologies licensed on a non-exclusive basis from third parties poses certain risks.  Some of the third-party technologies we license may be provided under “open source” licenses, which may have terms that require us to make generally available our modifications or derivative works based on such open source code.  Our inability to obtain or integrate third-party technologies with our own technology could delay service development until equivalent compatible technology can be identified, licensed and integrated.  These third-party technologies may not continue to be available to us on commercially reasonable terms or at all.  If our relationship with third parties were to deteriorate, or if such third parties were unable to develop innovative and saleable products, or component features of our products, we could be forced to identify a new developer and our future revenue could suffer.  We may fail to successfully integrate any licensed technology into our services or software, or maintain it through our own development work, which would harm our business and operating results.

Our business operates in regulated industries.

Our current and anticipated service offerings operate in industries, such as home security, that are subject to various federal, state, provincial and local laws and regulations in the markets in which we operate.  In certain jurisdictions, we may be required to obtain licenses or permits in order to comply with standards governing employee selection and training and to meet certain standards or licensing requirements in the conduct of our business.  The loss of such licenses or permits or the imposition of conditions to the granting or retention of such licenses or permits could have a material adverse effect on us.

Changes in laws or regulations could require us to change the way we operate or to utilize resources to maintain compliance, which could increase costs or otherwise disrupt operations. In addition, failure to comply with any applicable laws or regulations could result in substantial fines or revocation of our operating permits and licenses for us or our partners. If laws and regulations were to change, or if we or our products and services were deemed not to comply with them, our business, financial condition, results of operations and cash flows could be materially and adversely affected.

If our services are used to commit fraud or other similar intentional or illegal acts, we may incur significant liabilities, our services may be perceived as not secure and customers may curtail or stop using our services.

Certain software and services we provide, including our Support.com Cloud applications, enable remote access to and control of third-party computer systems and devices.  We generally are not able to control how such access may be used or misused by licensees of our software offerings or our employees. If our software is used by our employees or others to commit fraud or other illegal acts, including, but not limited to, violating data privacy laws, proliferating computer files that contain a virus or other harmful elements, interfering or disrupting third-party networks, infringing any third party’s copyright, patent, trademark, trade secret or other rights, transmitting any unlawful, harassing, libelous, abusive, threatening, vulgar, obscene or otherwise objectionable material, or committing unauthorized access to computers, devices, or protected information, third parties may seek to hold us legally liable.  As a result, defending such claims could be expensive and time-consuming regardless of the merits, and we could incur significant liability or be required to undertake expensive preventive or remedial actions.  As a result, our operating results may suffer and our reputation may be damaged.

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We may face intellectual property infringement claims that could be costly to defend and result in our loss of significant rights.

Our business relies on the use and licensing of technology. Other parties may assert intellectual property infringement claims against us or our customers, and our products may infringe the intellectual property rights of third parties.  For example, our products may infringe patents issued to third parties.  In addition, as is increasingly common in the technology sector, we may be confronted with the aggressive enforcement of patents by companies whose primary business activity is to acquire patents for the purpose of offensively asserting them against other companies.  From time to time, we have received allegations or claims of intellectual property infringement, and we may receive more claims in the future.  We may also be required to pursue litigation to protect our intellectual property rights or defend against allegations of infringement. Intellectual property litigation is expensive and time-consuming and could divert management’s attention from our business. The outcome of any litigation is uncertain and could significantly impact our financial results.  If there is a successful claim of infringement, we may be required to develop non-infringing technology or enter into royalty or license agreements which may not be available on acceptable terms, if at all. Our failure to develop non-infringing technologies or license proprietary rights on a timely basis would harm our business.

If we are unable to protect or enforce our intellectual property rights, or we lose our ability to utilize the intellectual property of others, our business could be adversely affected.

Our success depends, in part, upon our ability to obtain intellectual property protection for our proprietary processes, software and other solutions. We rely upon confidentiality policies, nondisclosure and other contractual arrangements, and patent, trade secret, copyright and trademark laws to protect our intellectual property rights. These laws are subject to change at any time and could further limit our ability to obtain or maintain intellectual property protection. There is uncertainty concerning the scope of patent and other intellectual property protection for software and business methods, which are fields in which we rely on intellectual property laws to protect our rights. Even where we obtain intellectual property protection, our intellectual property rights may not prevent or deter competitors, former employees, or other third parties from reverse engineering our solutions or software. Further, the steps we take in this regard might not be adequate to prevent or deter infringement or other misappropriation of our intellectual property by competitors, former employees or other third parties, and we may not be able to detect unauthorized use of, or take appropriate and timely steps to enforce, our intellectual property rights. Enforcing our rights might also require considerable time, money and oversight, and we may not be successful. Further, we rely on third-party software in providing some of our services and solutions. If we lose our ability to continue using any such software for any reason, including because it is found to infringe the rights of others, we will need to obtain substitute software or find alternative means of obtaining the technology necessary to continue to provide our solutions. Our inability to replace such software, or to replace such software in a timely or cost-effective manner, could materially adversely affect our results of operations

We may face class actions and similar claims that could be costly to defend or settle and result in negative publicity and diversion of management resources.

Our business involves direct sale and licensing of services and software to consumers and SMBs, and we typically include customary indemnification provisions in favor of our partners in our agreements for the distribution of our services and software.  As a result, we can be subject to consumer litigation and legal proceedings related to our services and software, including putative class action claims and similar legal actions, including, but not limited to, consumer litigation and legal proceedings that may arise related to the FTC and DOL investigations described in Note 3 Legal Proceedings in this report.  We can also be subject to employee litigation and legal proceedings related to our employment practices attempted on a class or representative basis. Such litigation can be expensive and time-consuming regardless of the merits of any action and could divert management’s attention from our business.  The cost of defense can be large as can any settlement or judgment in an action.  The outcome of any litigation is uncertain and could significantly impact our financial results. Regardless of outcome, litigation can have an adverse impact on us because of defense costs, negative publicity, diversion of management resources and other factors.

We must comply with a variety of existing and future laws and regulations that could impose substantial costs on us and may adversely impact our business.

We are subject to a variety of laws and regulations, which may differ among jurisdictions, affecting our operations in areas including, but not limited to: intellectual property ownership and infringement; tax; anti-corruption such as the Foreign Corrupt Practices Act and the UK Bribery Act; foreign exchange controls and cash repatriation restrictions; data privacy requirements such as the European Economic Area Privacy Regulation, the General Data Protection Regulation (“GDPR”) and the California Consumer Privacy Act (“CCPA”); competition; Consent Order terms (for example, the recent Consent Order we entered into with the FTC); advertising; employment; product regulations; health and safety requirements; and consumer laws. If we fail to continue to comply with these regulations, we may be unable to provide products or services to certain customers, or we may incur penalties or fines. We are unable to predict the outcome or effects of any of these potential actions or any other legislative or regulatory proposals on our business. Any changes to the legal and regulatory framework applicable to our businesses could have an adverse impact on the results of our operations. Although our management systems are designed to maintain compliance, if we violate or fail to comply with any laws or regulations, applicable consent orders or decrees, a range of consequences could result, including fines, sales limitations, criminal and civil liabilities or other sanctions. The costs of complying with these laws (including the costs of any investigations, auditing and monitoring) could adversely affect our current or future business.

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Delaware law and our certificate of incorporation and bylaws contain anti-takeover provisions, and our Board adopted a Section 382 Tax Benefits Preservation Plan, any of which could delay or discourage takeover attempts that some stockholders may consider favorable.

Delaware law and our certificate of incorporation and amended and restated bylaws contain certain provisions, any of which could render more difficult, or discourage a merger, tender offer, or assumption of control of the Company that is not approved by our Board of Directors that some stockholders may consider favorable. In addition, on August 21, 2019, our Board acted to preserve the potential benefits of our NOLs from being limited pursuant to Section 382 of the Code by adopting a Section 382 Tax Benefits Preservation Plan (the “Section 382 Tax Benefits Preservation Plan”). The principal reason our Board adopted the Section 382 Tax Benefits Preservation Plan is that we believe that the NOLs are a potentially valuable asset and the Board believes it is in the Company’s best interests to attempt to protect this asset by preventing the imposition of limitations on their use. While the Section 382 Tax Benefits Preservation Plan is not principally intended to prevent a takeover, it does have a potential anti-takeover effect because an “acquiring person” thereunder may be diluted upon the occurrence of a triggering event. Accordingly, the overall effects of the Section 382 Tax Benefits Preservation Plan may be to render more difficult, or discourage merger, tender offer, or assumption of control by a substantial holder of our securities.

Our ability to use net operating loss carryforwards to offset future taxable income for U.S. federal income tax purposes may be limited.

We have a federal net operating loss (NOL) carryforwards that are available to offset future taxable income. We may recognize additional NOLs in the future. Section 382 of the Internal Revenue Code of 1986, as amended (the Code) imposes an annual limitation on the amount of taxable income that may be offset by a corporation's NOLs if the corporation experiences an “ownership change” as defined in Section 382 of the Code. An ownership change occurs when our “five-percent shareholders” (as defined in Section 382 of the Code) collectively increase their ownership in the Company by more than 50 percentage points (by value) over a rolling three-year period. Additionally, various states have similar limitations on the use of state NOLs following an ownership change.

If an ownership change occurs, the amount of the taxable income for any post-change year that may be offset by a pre-change loss is subject to an annual limitation that is cumulative to the extent it is not all utilized in a year. This limitation is derived by multiplying the fair market value of our stock as of the ownership change by the applicable federal long-term tax-exempt rate. To the extent that a company has a net unrealized built-in gain at the time of an ownership change, which is realized or deemed recognized during the five-year period following the ownership change, there is an increase in the annual limitation for each of the first five-years that is cumulative to the extent it is not all utilized in a year. If an ownership change should occur in the future, our ability to use the NOL to offset future taxable income will be subject to an annual limitation and will depend on the amount of taxable income generated by us in future periods. There is no assurance that we will be able to fully utilize the NOL and we may be required to record an additional valuation allowance related to the amount of the NOL that may not be realized, which could impact our result of operations.

As noted, we believe that these NOL carryforwards are a valuable asset for us. Consequently, we have a Section 382 Tax Benefits Preservation Plan in place, to protect our NOLs during the effective period of the rights plan. Although the Tax Benefits Preservation Plan is intended to reduce the likelihood of an “ownership change” that could adversely affect us, there is no assurance that the restrictions on transferability in the rights plan will prevent all transfers that could result in such an “ownership change”. The Tax Benefits Preservation Plan could make it more difficult for a third party to acquire, or could discourage a third party from acquiring, our Company or a large block of our common stock. A third party that acquires 4.9% or more of our common stock could suffer substantial dilution of its ownership interest under the terms of the Tax Benefits Preservation Plan through the issuance of common stock or common stock equivalents to all stockholders other than the acquiring person. The foregoing provisions may adversely affect the marketability of our common stock by discouraging potential investors from acquiring our stock.  In addition, these provisions could delay or frustrate the removal of incumbent directors and could make more difficult a merger, tender offer or proxy contest involving us, or impede an attempt to acquire a significant or controlling interest in us, even if such events might be beneficial to us and our stockholders. 

ITEM 6. EXHIBITS

31.1	Chief Executive Officer Section 302 Certification.
31.2	Chief Financial Officer Section 302 Certification.
32.1	Statement of the Chief Executive Officer under 18 U.S.C. § 1350(1)
32.2	Statement of the Chief Financial Officer under 18 U.S.C. § 1350(1)

(1)

The certifications filed as Exhibits 32.1 and 32.2 are not deemed “filed” for purposes of Section 18 of the Securities Exchange Act of 1934 and are not to be incorporated by reference into any filing of the Company under the Securities Exchange Act of 1933 or the Securities Exchange Act of 1934, whether made before or after the date hereof irrespective of any general incorporation by reference language contained in any such filing, except to the extent that the registrant specifically incorporates it by reference.

42

SIGNATURE

Pursuant to the requirements of the Securities Exchange Act of 1934, the Registrant has duly caused this report to be signed on its behalf by the undersigned, thereunto duly authorized.

	SUPPORT.COM, INC.
Date: November 8, 2019	By:	/s/ Richard A. Bloom
		Richard A. Bloom
		President and Chief ExecutiveOfficer

43

EXHIBIT INDEX TO SUPPORT.COM, INC.

QUARTERLY REPORT ON FORM 10-Q

FOR THE QUARTER ENDED SEPTEMBER 30, 2019

31.1	Chief Executive Officer Section 302 Certification
31.2	Principal Financial Officer Section 302 Certification
32.1	Statement of the Chief Executive Officer under 18 U.S.C. § 1350 (1)
32.2	Statement of the Chief Financial Officer under 18 U.S.C. § 1350 (1)

(1)

The certifications filed as Exhibits 32.1 and 32.2 are not deemed “filed” for purposes of Section 18 of the Securities Exchange Act of 1934 and are not to be incorporated by reference into any filing of the Company under the Securities Exchange Act of 1933 or the Securities Exchange Act of 1934, whether made before or after the date hereof irrespective of any general incorporation by reference language contained in any such filing, except to the extent that the registrant specifically incorporates it by reference.

44

EX-31.1

EXHIBIT 31.1

CHIEF EXECUTIVE OFFICER SECTION 302 CERTIFICATION

I, Richard Bloom, certify that:

1. I have reviewed this quarterly report on Form 10-Q of Support.com, Inc.;

2. Based on my knowledge, this report does not contain any untrue statement of a material fact or omit to state a material fact necessary to make the statements made, in light of the circumstances under which such statements were made, not misleading with respect to the period covered by this report;

3. Based on my knowledge, the financial statements, and other financial information included in this report, fairly present in all material respects the financial condition, results of operations and cash flows of the registrant as of, and for, the periods presented in this report;

 4. The registrant’s other certifying officer(s) and I are responsible for establishing and maintaining disclosure controls and procedures (as defined in Exchange Act Rules 13a-15(e) and 15d-15(e)) and internal control over financial reporting (as defined in Exchange Act Rules 13a-15(f) and 15d-15(f)) for the registrant and have:

(a) Designed such disclosure controls and procedures, or caused such disclosure controls and procedures to be designed under our supervision, to ensure that material information relating to the registrant, including its consolidated subsidiaries, is made known to us by others within those entities, particularly during the period in which this report is being prepared;

(b) Designed such internal control over financial reporting, or caused such internal control over financial reporting to be designed under our supervision, to provide reasonable assurance regarding the reliability of financial reporting and the preparation of financial statements for external purposes in accordance with generally accepted accounting principles;

(c) Evaluated the effectiveness of the registrant’s disclosure controls and procedures and presented in this report our conclusions about the effectiveness of the disclosure controls and procedures, as of the end of the period covered by this report based on such evaluation; and

(d) Disclosed in this report any change in the registrant’s internal control over financial reporting that occurred during the registrant’s most recent fiscal quarter that has materially affected, or is reasonably likely to materially affect, the registrant’s internal control over financial reporting; and

5. The registrant’s other certifying officer(s) and I have disclosed, based on our most recent evaluation of internal control over financial reporting, to the registrant’s auditors and the audit committee of the registrant’s board of directors (or persons performing the equivalent functions):

(a) All significant deficiencies and material weaknesses in the design or operation of internal control over financial reporting which are reasonably likely to adversely affect the registrant’s ability to record, process, summarize and report financial information; and

(b) Any fraud, whether or not material, that involves management or other employees who have a significant role in the registrant’s internal control over financial reporting.

Date: November 8, 2019	By:	/s/ RICHARD A. BLOOM
		Richard A. Bloom
		President and Chief Executive Officer

EX-31.2

EXHIBIT 31.2

PRINCIPAL FINANCIAL OFFICER SECTION 302 CERTIFICATION

I, Richard Bloom, certify that:

1. I have reviewed this quarterly report on Form 10-Q of Support.com, Inc.;

2. Based on my knowledge, this report does not contain any untrue statement of a material fact or omit to state a material fact necessary to make the statements made, in light of the circumstances under which such statements were made, not misleading with respect to the period covered by this report;

3. Based on my knowledge, the financial statements, and other financial information included in this report, fairly present in all material respects the financial condition, results of operations and cash flows of the registrant as of, and for, the periods presented in this report;

4. The registrant’s other certifying officer(s) and I are responsible for establishing and maintaining disclosure controls and procedures (as defined in Exchange Act Rules 13a-15(e) and 15d-15(e)) and internal control over financial reporting (as defined in Exchange Act Rules 13a-15(f) and 15d-15(f)) for the registrant and have:

(a) Designed such disclosure controls and procedures, or caused such disclosure controls and procedures to be designed under our supervision, to ensure that material information relating to the registrant, including its consolidated subsidiaries, is made known to us by others within those entities, particularly during the period in which this report is being prepared;

(b) Designed such internal control over financial reporting, or caused such internal control over financial reporting to be designed under our supervision, to provide reasonable assurance regarding the reliability of financial reporting and the preparation of financial statements for external purposes in accordance with generally accepted accounting principles;

(c) Evaluated the effectiveness of the registrant’s disclosure controls and procedures and presented in this report our conclusions about the effectiveness of the disclosure controls and procedures, as of the end of the period covered by this report based on such evaluation; and

 (d) Disclosed in this report any change in the registrant’s internal control over financial reporting that occurred during the registrant’s most recent fiscal quarter that has materially affected, or is reasonably likely to materially affect, the registrant’s internal control over financial reporting; and

5. The registrant’s other certifying officer(s) and I have disclosed, based on our most recent evaluation of internal control over financial reporting, to the registrant’s auditors and the audit committee of the registrant’s board of directors (or persons performing the equivalent functions):

(a) All significant deficiencies and material weaknesses in the design or operation of internal control over financial reporting which are reasonably likely to adversely affect the registrant’s ability to record, process, summarize and report financial information; and

(b) Any fraud, whether or not material, that involves management or other employees who have a significant role in the registrant’s internal control over financial reporting.

Date: November 8, 2019	By:	/s/ Richard A. Bloom
		Richard A. Bloom
		Principal Financial Officer

EX-32.1

EXHIBIT 32.1(1)

STATEMENT OF CHIEF EXECUTIVE OFFICER UNDER 18 U.S.C. § 1350

I, Richard A. Bloom, the Chief Executive Officer of Support.com, Inc. (the “Company”), certify for the purposes of section 1350 of chapter 63 of title 18 of the United States Code that, to the best of my knowledge,

(i)the Quarterly Report of the Company on Form 10-Q for the quarter ended September 30, 2019 (the “Report”), fully complies with the requirements of section 13(a) of the Securities Exchange Act of 1934, and

(ii)the information contained in the Report fairly presents, in all material respects, the financial condition and results of operations of the Company.

Date: November 8, 2019	/s/ RICHARD A. BLOOM
	Richard A. Bloom
	President and Chief Executive Officer

A signed original of this written statement required by 18 U.S.C. § 1350 has been provided to Support.com, Inc. and will be retained by Support.com, Inc. and furnished to the Securities and Exchange Commission or its staff upon request.

(1) The material contained in this Exhibit 32.1 is not deemed “filed” with the SEC and is not to be incorporated by reference into any filing of the Company under the Securities Act of 1933 or the Securities Exchange Act of 1934, whether made before or after the date hereof and irrespective of any general incorporation language contained in such filing, except to the extent that the registrant specifically incorporates it by reference.

EX-32.2

EXHIBIT 32.2(1)

STATEMENT OF PRINCIPAL FINANCIAL OFFICER UNDER 18 U.S.C. § 1350

I, Richard Bloom, the Principal Financial Officer of Support.com, Inc. (the “Company”), certify for the purposes of section 1350 of chapter 63 of title 18 of the United States Code that, to the best of my knowledge,

(i)	the Quarterly Report of the Company on Form 10-Q for the quarter ended June 30, 2019 (the “Report”), fully complies with the requirements of section 13(a) of the Securities Exchange Act of 1934, and
(ii)	the information contained in the Report fairly presents, in all material respects, the financial condition and results of operations of the Company.

Date: November 8, 2019	/s/ Richard A. Bloom
	Richard A. Bloom
	Principal Financial Officer

A signed original of this written statement required by 18 U.S.C. § 1350 has been provided to Support.com, Inc. and will be retained by Support.com, Inc. and furnished to the Securities and Exchange Commission or its staff upon request.

(1) The material contained in this Exhibit 32.2 is not deemed “filed” with the SEC and is not to be incorporated by reference into any filing of the Company under the Securities Act of 1933 or the Securities Exchange Act of 1934, whether made before or after the date hereof and irrespective of any general incorporation language contained in such filing, except to the extent that the registrant specifically incorporates it by reference.

XML

Significant Accounting Policies (Details 9) - shares	9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018
Potential common shares outstanding excluded from computation of diluted loss per share	976	968
Stock Options [Member]
Potential common shares outstanding excluded from computation of diluted loss per share	845	872
RSUs [Member]
Potential common shares outstanding excluded from computation of diluted loss per share	131	96

XML

Significant Accounting Policies (Details 5) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Balance, beginning			$ (2,507)
Current-period other comprehensive loss	$ (67)	$ (162)	119	$ (460)
Balance, ending	(2,388)		(2,388)
Foreign Currency Translation Losses [Member]
Balance, beginning			(2,438)
Current-period other comprehensive loss			40
Balance, ending	(2,398)		(2,398)
Unrealized Losses on Investments [Member]
Balance, beginning			(69)
Current-period other comprehensive loss			79
Balance, ending	$ 10		$ 10

XML

CONSOLIDATED STATEMENTS OF STOCKHOLDERS' EQUITY - USD ($) $ in Thousands	Common Stock [Member]	Additional Paid-In Capital [Member]	Treasury Stock [Member]	Accumulated Other Comprehensive Loss [Member]	Retained Earnings [Member]	Total
Balance, beginning at Dec. 31, 2017	$ 2	$ 267,857	$ (5,297)	$ (2,108)	$ (203,996)	$ 56,458
Balance, beginning (in shares) at Dec. 31, 2017	18,728,912
Net income (loss)					(9,518)	(9,518)
Other comprehensive income (loss)				(460)		(460)
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	$ 0	123				123
Issuance of common stock upon exercise of stock options for cash and releases of RSUs (in shares)	168,986
Issuance of common stock under employee stock purchase plan	$ 0	34				34
Issuance of common stock under employee stock purchase plan (in shares)	15,435
Stock-based compensation expense		586				586
Balance, ending at Sep. 30, 2018	$ 2	268,600	(5,297)	(2,568)	(213,514)	47,223
Balance, ending (in shares) at Sep. 30, 2018	18,913,333
Balance, beginning at Jun. 30, 2018	$ 2	268,477	(5,297)	(2,406)	(204,366)	56,410
Balance, beginning (in shares) at Jun. 30, 2018	18,799,442
Net income (loss)					(9,148)	(9,148)
Other comprehensive income (loss)				(162)		(162)
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	$ 0	21				21
Issuance of common stock upon exercise of stock options for cash and releases of RSUs (in shares)	113,891
Stock-based compensation expense		102				102
Balance, ending at Sep. 30, 2018	$ 2	268,600	(5,297)	(2,568)	(213,514)	47,223
Balance, ending (in shares) at Sep. 30, 2018	18,913,333
Balance, beginning at Dec. 31, 2018	$ 2	268,600	(5,297)	(2,507)	(213,096)	$ 47,896
Balance, beginning (in shares) at Dec. 31, 2018	18,955,264					18,955,264
Net income (loss)					3,689	$ 3,689
Other comprehensive income (loss)				119		119
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	$ 0
Issuance of common stock upon exercise of stock options for cash and releases of RSUs (in shares)	72,724
Issuance of common stock under employee stock purchase plan	$ 0	27				27
Issuance of common stock under employee stock purchase plan (in shares)	13,486
Stock-based compensation expense		221				221
Balance, ending at Sep. 30, 2019	$ 2	269,042	(5,297)	(2,388)	(209,407)	$ 51,952
Balance, ending (in shares) at Sep. 30, 2019	19,041,474					19,041,474
Balance, beginning at Jun. 30, 2019	$ 2	268,963	(5,297)	(2,321)	(211,000)	$ 50,347
Balance, beginning (in shares) at Jun. 30, 2019	18,968,750
Net income (loss)					1,593	1,593
Other comprehensive income (loss)				(67)		(67)
Issuance of common stock upon exercise of stock options for cash and releases of RSUs	$ 0
Issuance of common stock upon exercise of stock options for cash and releases of RSUs (in shares)	72,724
Stock-based compensation expense		79				79
Balance, ending at Sep. 30, 2019	$ 2	$ 269,042	$ (5,297)	$ (2,388)	$ (209,407)	$ 51,952
Balance, ending (in shares) at Sep. 30, 2019	19,041,474					19,041,474

XML

Significant Accounting Policies (Details 1) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019
Accounting Policies [Abstract]
Deferred revenue, beginning	$ 1,210	$ 1,450	$ 1,135
Deferred revenue	471	521	546
Recognition of unearned revenue	(583)	(727)	(583)
Deferred revenue, ending	$ 1,098	$ 1,244	$ 1,098

XML

CONDENSED CONSOLIDATED BALANCE SHEETS (Unaudited) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Current assets:
Cash and cash equivalents	$ 22,096	$ 25,182
Short-term investments	22,658	24,467
Accounts receivable, net	10,379	12,292
Prepaid expenses and other current assets	485	999
Total current assets	55,618	62,940
Property and equipment, net	561	703
Intangible assets, net	250	250
Right of use assets, net	113	0
Other assets	687	707
Total assets	57,229	64,600
Current liabilities:
Accounts payable	339	368
Accrued compensation	2,093	3,423
Other accrued liabilities	831	978
Accrued legal settlement	0	10,000
Short-term lease liability	101	0
Short-term deferred revenue	1,098	1,135
Total current liabilities	4,462	15,904
Long-term deferred revenue	12	0
Other long-term liabilities	803	800
Total liabilities	5,277	16,704
Commitments and contingencies (Note 3)
Stockholders' equity:
Common stock; par value $0.0001, 50,000,000 shares authorized; 19,524,388 issued and 19,041,474 outstanding at September 30, 2019 and 19,438,178 issued and 18,955,264 outstanding December 31, 2018	2	2
Additional paid-in capital	269,042	268,794
Treasury stock, at cost (482,914 shares at June 30, 2019 and December 31, 2018)	(5,297)	(5,297)
Accumulated other comprehensive loss	(2,388)	(2,507)
Accumulated deficit	(209,407)	(213,096)
Total stockholders' equity	51,952	47,896
Total liabilities and stockholders' equity	$ 57,229	$ 64,600

XML

Significant Accounting Policies (Details Narrative) - Customer Concentration Risk [Member]	3 Months Ended		9 Months Ended		12 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018	Dec. 31, 2018
Sales Revenue, Goods, Net [Member] | Comcast [Member]
Customer concentration risk	59.00%	70.00%	64.00%	70.00%
Sales Revenue, Goods, Net [Member] | Coxcom [Member]
Customer concentration risk	28.00%	16.00%	23.00%	14.00%
Trade Accounts Receivable [Member] | Comcast [Member]
Customer concentration risk			57.00%		69.00%
Trade Accounts Receivable [Member] | Coxcom [Member]
Customer concentration risk			27.00%		15.00%

XML

Stockholder's Equity (Details 1) - RSUs [Member] - USD ($) $ / shares in Units, $ in Thousands	9 Months Ended
	Sep. 30, 2019
Restricted stock units, number of shares
Outstanding RSUs, beginning of period	96,230
Awarded	125,788
Released	(72,724)
Forfeited	(18,181)
Outstanding RSUs, end of period	131,113
Restricted stock units, weighted average grant-date fair value
Outstanding RSUs, beginning of period	$ 2.78
Outstanding RSUs, end of period	$ 1.73
Restricted stock units, additional disclosures
Outstanding RSUs, weighted average remaining contractual term	10 months 2 days
Outstanding RSUs, aggregate intrinsic value	$ 202

XML

Leases (Details 2) $ in Thousands	9 Months Ended
	Sep. 30, 2019 USD ($)
Leases [Abstract]
Operating cash flows from operating leases	$ 135
Right-of-use assets obtained in exchange for lease obligation: Operating leases	$ 0

XML

Other Accrued Liabilities (Tables)

9 Months Ended

Sep. 30, 2019

Other Liabilities Disclosure [Abstract]

Other Accrued Liabilities

	September 30, 2019		December 31, 2018
Accrued expenses	$	246	$	338
Income tax		91		1
Self-insurance accruals		437		585
Other accrued liabilities		57		54
Total other accrued liabilities	$	831	$	978

XML

Stockholder's Equity

9 Months Ended

Sep. 30, 2019

Stockholders' Equity Note [Abstract]

Stockholders' Equity

Stock Options

The following table represents the stock option activity for the nine months ended September 30, 2019:

	Number of Shares			Weighted Average Exercise Price per Share		Weighted Average Remaining Contractual Term (in years)		Aggregate Intrinsic Value (in thousands)
Outstanding options at December 31, 2018		803,320		$	2.89		8.43	$	54
Granted		90,000			1.94
Exercised		—			—
Forfeited		(47,960	)	$	3.05
Outstanding options at September 30, 2019		845,360		$	2.78		8.05	$	-
Options vested and expected to vest		838,133		$	2.78		8.04	$	-
Exercisable at September 30, 2019		662,847		$	2.95		7.90	$	-

The aggregate intrinsic value in the table above represents the total pre-tax intrinsic value that would have been received by the option holders had they all exercised their options on September 30, 2019. This amount changes based on the fair market value of our stock. The aggregate intrinsic value of options exercised under our stock option plans was zero during the three and nine months ended September 30, 2019, and was $3,000 and $20,000 during the three and nine months ended September 30, 2018, respectively. Total fair value of options vested was $30,000 and $57,000 during three and nine months ended September 30, 2019, respectively, and $24,000 and $48,000 during the three and nine months ended September 30, 2018, respectively.

At September 30, 2019, there was $108,000 of unrecognized compensation cost related to existing options outstanding which is expected to be recognized over a weighted average period of 0.9 years.

Employee Stock Purchase Plan

In the second quarter of 2011, to advance the interests of the Company and its stockholders by providing an incentive to attract, retain and reward eligible employees and by motivating such persons to contribute to the growth and profitability of the Company, the Company’s Board of Directors (the “Board”) and stockholders approved an ESPP and reserved 333,333 shares of our common stock for issuance effective as of May 15, 2011. The ESPP continues in effect for ten (10) years from its effective date unless terminated earlier by the Company. The ESPP consists of nine-month offering periods during which employees may enroll in the plan. The purchase price on each purchase date shall not be less than eighty-five percent (85%) of the lesser of (a) the fair market value of a share of stock on the offering date of the offering period or (b) the fair market value of a share of stock on the purchase date. During the nine months ended September 30, 2019, 13,486 shares were purchased under ESPP. As of September 30, 2019, approximately 66,175 shares remain available for grant under the ESPP.

 Restricted Stock Units

The following table represents RSU activity for the nine months ended September 30, 2019:

	Number of Shares			Weighted Average Grant-Date Fair Value per Share		Weighted Average Remaining Contractual Term (in years)		Aggregate Intrinsic Value (in thousands)
Outstanding RSUs at December 31, 2018		96,230		$	2.78		0.60	$	227
Awarded		125,788			—
Released		(72,724	)		—
Forfeited		(18,181	)		—
Outstanding RSUs at September 30, 2019		131,113		$	1.73		0.84	$	202

At September 30, 2019, there was $156,000 of unrecognized compensation cost related to RSUs which is expected to be recognized over a weighted average period of 0.8 years.

Stock Repurchase Program

On April 27, 2005, our Board authorized the repurchase of up to 666,666 outstanding shares of our common stock. As of September 30, 2019 the maximum number of shares remaining that can be repurchased under this program was 602,467. The Company does not intend to repurchase shares without further approval from its Board.

XML

Income Taxes (Details Narrative) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Income Tax Disclosure [Abstract]
Income tax (benefit) provision	$ 11	$ 29	$ 170	$ (24)

XML

Stockholder's Equity (Details Narrative) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Stockholders' Equity Note [Abstract]
Fair value of options vested	$ 30	$ 24	$ 57	$ 48
Unrecognized compensation cost related to stock options	108		$ 108
Weighted average period of recognition for unrecognized compensation cost			10 months 24 days
Unrecognized compensation cost related to restricted stock units	$ 156		$ 156
Weighted average period of recognition for unrecognized compensation cost			9 months 18 days
Stock repurchase program, remaining number of shares authorized to be repurchased	602,467		602,467

XML

Significant Accounting Policies (Tables)

9 Months Ended

Sep. 30, 2019

Accounting Policies [Abstract]

Disaggregation of Revenue

	Three Months Ended September 30,				Nine Months Ended September 30,
	2019		2018		2019		2018
Services	$	14,327	$	16,759	$	46,698	$	48,179
Software and other		922		1,258		3,310		3,828
Total revenue	$	15,249	$	18,017	$	50,008	$	52,007

Deferred Revenue

Balance as of December 31, 2018	$	1,315
Deferred revenue		546
Recognition of unearned revenue		(583	)
Balance as of September 30, 2019	$	1,098

Balance as of June 30, 2019	$	1,210
Deferred revenue		471
Recognition of unearned revenue		(583	)
Balance as of September 30, 2019	$	1,098

Balance as of June 30, 2018	$	1,450
Deferred revenue		471
Recognition of unearned revenue		(727	)
Balance as of September 30, 2018	$	1,244

Summary of Cash, Cash Equivalents and Investments

As of September 30, 2019	Amortized Cost		Gross Unrealized Gains		Gross Unrealized Losses			Fair Value
Cash	$	9,294	$	—	$	—		$	9,294
Money market funds		10,357		—		—			10,357
Certificates of deposit		467		—		—			467
Commercial paper		4,445		—		(1	)		4,444
Corporate notes and bonds		10,225		9		—			10,234
U.S. government agency securities		9,956		2		—			9,958
	$	44,744	$	11	$	(1	)	$	44,754
Classified as:
Cash and cash equivalents	$	22,096	$	—	$	—		$	22,096
Short-term investments		22,648		11		(1	)		22,658
	$	44,744	$	11	$	(1	)	$	44,754

As of December 31, 2018	Amortized Cost		Gross Unrealized Gains		Gross Unrealized Losses			Fair Value
Cash	$	8,391	$	—	$	—		$	8,391
Money market funds		14,295		—		—			14,295
Certificates of deposit		1,171		—		(1	)		1,170
Commercial paper		3,986		—		(1	)		3,985
Corporate notes and bonds		14,899		—		(66	)		14,833
U.S. government agency securities		6,976		—		(1	)		6,975
	$	49,718	$	—	$	(69	)	$	49,649
Classified as:
Cash and cash equivalents	$	25,182	$	—	$	—		$	25,182
Short-term investments		24,536		—		(69	)		24,467
	$	49,718	$	—	$	(69	)	$	49,649

Summary of Estimated Fair Value of Available-for-sale Securities Classified by Stated Maturity Date

	September 30, 2019		December 31, 2018
Due within one year	$	17,828	$	20,874
Due within two years		4,830		3,593
	$	22,658	$	24,467

Financial Assets (Cash Equivalents and Investments) Measured at Fair Value on Recurring Basis

As of September 30, 2019	Level 1		Level 2		Level 3		Total
Money market funds	$	10,357	$	—	$	—	$	10,357
Certificates of deposit		—		467		—		467
Commercial paper		—		4,444		—		4,444
Corporate notes and bonds		—		10,234		—		10,234
U.S. government agency securities		—		9,958		—		9,958
Total	$	10,357	$	25,103	$	—	$	35,460

As of December 31, 2018	Level 1		Level 2		Level 3		Total
Money market funds	$	14,295	$	—	$	—	$	14,295
Certificates of deposit		—		1,170		—		1,170
Commercial paper		—		3,985		—		3,985
Corporate notes and bonds		—		14,833		—		14,833
U.S. government agency securities		—		6,975		—		6,975
Total	$	14,295	$	26,963	$	—	$	41,258

Components of Accumulated Other Comprehensive Loss

	Foreign Currency Translation Losses			Unrealized Losses on Investments			Total
Balance as of December 31, 2018	$	(2,438	)	$	(69	)	$	(2,507	)
Current-period other comprehensive income		40			79			119
Balance as of September 30, 2019	$	(2,398	)	$	10		$	(2,388	)

Fair Value of Stock-based Awards Valuation Assumptions

	Three Months Ended September 30,						Nine Months Ended September 30,
	2019			2018			2019			2018
Stock Option Plan:
Risk-free interest rate		1.6	%		2.9	%		1.7	%		2.4	%
Expected term		3 years			3.2 years			3 years			3 years
Volatility		37.3	%		39.5	%		35.6	%		41.2	%
Expected dividend		—	%		—	%		—	%		—	%
Weighted average fair value (per share)	$	0.43		$	0.88		$	0.52		$	0.84

	Three Months Ended September 30,					Nine Months Ended September 30,
	2019		2018			2019			2018
Employee Stock Purchase Plan:
Risk-free interest rate		—		2.09	%		2.43	%		2.09	%
Expected term		—		0.5 years			0.5 years			0.5 years
Volatility		—		32.55	%		32.98	%		32.55	%
Expected dividend		—		0	%		0	%		0	%
Weighted average fair value (per share)		—	$	0.72		$	0.24		$	0.72

Stock-based Compensation Expense

	Three Months Ended September 30,				Nine Months Ended September 30,
	2019		2018		2019		2018
Stock-based compensation expense related to grants of:
Stock options	$	31	$	38	$	101	$	358
Employee Stock Purchase Plan (“ESPP”)		-		-		13		11
Restricted Stock Units (“RSU”)		48		64		107		217
	$	79	$	102	$	221	$	586
Stock-based compensation expense recognized in:
Cost of services	$	5	$	11	$	31	$	49
Cost of software and other		—		—		—		—
Research and development		6		9		21		33
Sales and marketing		7		14		31		40
General and administrative		61		68		138		464
	$	79	$	102	$	221	$	586

Computation of basic and diluted earnings (loss) per share

	Three Months Ended September 30,					Nine Months Ended September 30,
	2019		2018			2019		2018
Net income (loss)	$	1,593	$	(9,148	)	$	3,689	$	(9,518	)
Basic:
Weighted-average shares of common stock outstanding and used in computing basic income (loss) per share		19,011		18,805			18,977		18,786
Basic earnings (loss) per share		0.08		(0.49	)		0.19		(0.51	)
Diluted:
Weighted-average shares of common stock outstanding		19,011		18,805			18,977		18,786
Add: Common equivalent shares outstanding		34		-			49		-
Shares used in computing diluted earnings (loss) per share		19,045		18,805			19,026		18,786
Diluted earnings (loss) per share	$	0.08	$	(0.49	)	$	0.19	$	(0.51	)

Potential Common Shares Outstanding Excluded from Computation of Diluted Loss per Share

	As of September 30,
	2019		2018
Stock options   ...		845		872
RSUs		131		96
		976		968

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Other Accrued Liabilities

9 Months Ended

Sep. 30, 2019

Other Liabilities Disclosure [Abstract]

Other Accrued Liabilities

Other accrued liabilities consist of the following (in thousands):

	September 30, 2019		December 31, 2018
Accrued expenses	$	246	$	338
Income tax		91		1
Self-insurance accruals		437		585
Other accrued liabilities		57		54
Total other accrued liabilities	$	831	$	978

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CONDENSED CONSOLIDATED STATEMENTS OF CASH FLOWS (Unaudited) - USD ($) $ in Thousands	9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018
Operating Activities:
Net income (loss)	$ 3,689	$ (9,518)
Adjustments to reconcile net loss to net cash used in operating activities:
Depreciation	228	478
Amortization of premiums and discounts on investments	130	129
Stock-based compensation	221	586
Changes in assets and liabilities:
Accounts receivable, net	1,913	(588)
Prepaid expenses and other current assets	521	(191)
Other long-term assets	72	180
Accounts payable	(28)	(95)
Accrued compensation	(1,322)	(721)
Accrued legal settlement	(10,000)	10,000
Other accrued liabilities	(148)	(122)
Other long-term liabilities	25	(160)
Deferred revenue	(33)	(775)
Net cash used in operating activities	(4,732)	(797)
Investing Activities:
Purchases of property and equipment	(86)	(191)
Purchases of investments	(22,510)	(22,893)
Maturities of investments	24,267	22,154
Net cash provided by investing activities	1,671	(930)
Financing activities:
Proceeds from employee stock purchase plan	27	35
Proceeds from exercise of stock options	0	121
Net cash provided by financing activities	27	156
Effect of exchange rate changes on cash and cash equivalents	(52)	(367)
Net (decrease) increase in cash and cash equivalents	(3,086)	(1,938)
Cash and cash equivalents at beginning of period	25,182	18,050
Cash and cash equivalents at end of period	22,096	16,112
Supplemental schedule of cash flow information:
Income taxes paid	$ 97	$ 89

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Significant Accounting Policies (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Revenue	$ 15,249	$ 18,017	$ 50,008	$ 52,007
Service [Member]
Revenue	14,327	16,759	46,698	48,179
Software and Other [Member]
Revenue	$ 922	$ 1,258	$ 3,310	$ 3,828

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CONDENSED CONSOLIDATED BALANCE SHEETS (Unaudited) (Parenthetical) - $ / shares	Sep. 30, 2019	Dec. 31, 2018
Stockholders' equity:
Common stock, par value	$ 0.0001	$ 0.0001
Common stock, shares authorized	50,000,000	50,000,000
Common stock, shares issued	19,524,388	19,438,178
Common stock, shares outstanding	19,041,474	18,955,264
Treasury stock (in shares)	482,914	482,914

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Significant Accounting Policies (Details 8) - USD ($) $ / shares in Units, $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Accounting Policies [Abstract]
Net income (loss)	$ 1,593	$ (9,148)	$ 3,689	$ (9,518)
Basic:
Weighted-average shares of common stock outstanding and used in computing basic income (loss) per share	19,011	18,805	18,977	18,786
Basic earnings (loss) per share	$ .08	$ (.49)	$ .19	$ (.51)
Diluted:
Weighted average shares of common stock outstanding	19,011	18,805	18,977	18,786
Add: Common equivalent shares outstanding	34	0	49	0
Shares used in computing diluted earnings (loss) per share	19,045	18,805	19,026	18,786
Diluted earnings (loss) per share	$ .08	$ (.49)	$ .19	$ (.51)

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Stockholder's Equity (Tables)

9 Months Ended

Sep. 30, 2019

Stockholders' Equity Note [Abstract]

Summary of Stock Option Activity

	Number of Shares			Weighted Average Exercise Price per Share		Weighted Average Remaining Contractual Term (in years)		Aggregate Intrinsic Value (in thousands)
Outstanding options at December 31, 2018		803,320		$	2.89		8.43	$	54
Granted		90,000			1.94
Exercised		—			—
Forfeited		(47,960	)	$	3.05
Outstanding options at September 30, 2019		845,360		$	2.78		8.05	$	-
Options vested and expected to vest		838,133		$	2.78		8.04	$	-
Exercisable at September 30, 2019		662,847		$	2.95		7.90	$	-

Summary of Restricted Stock Units Activity

	Number of Shares			Weighted Average Grant-Date Fair Value per Share		Weighted Average Remaining Contractual Term (in years)		Aggregate Intrinsic Value (in thousands)
Outstanding RSUs at December 31, 2018		96,230		$	2.78		0.60	$	227
Awarded		125,788			—
Released		(72,724	)		—
Forfeited		(18,181	)		—
Outstanding RSUs at September 30, 2019		131,113		$	1.73		0.84	$	202

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Leases

9 Months Ended

Sep. 30, 2019

Leases [Abstract]

Leases

We have entered into various non-cancelable operating lease agreements for certain of our offices, and certain equipment. Our leases have original lease periods expiring between 2019 and 2020.

The components of lease costs, lease term and discount rate are as follows (in thousands except lease term and discount rate):

	Nine Months Ended September 30, 2019
Operating leases
Operating lease right-of-use assets	$	113
Operating lease liabilities – short term	$	101
Operating lease liabilities – long-term		12
Total operating lease liabilities	$	113

Weighted Average Remaining Lease Term
Operating leases	1.0 years
Weighted Average Discount Rate
Operating leases	4.5	%

The following represents maturities of operating lease liabilities as of September 30, 2019 (in thousands):

	Operating Leases
Remainder of 2019	$	46
2020		62
2021		5
2022		3
Total undiscounted cash flows		116
Less imputed interest		(3	)
Present value of lease liabilities	$	113

Supplemental cash flow information related to leases are as follows (in thousands):
	Nine Months Ended September 30, 2019
Cash paid for amounts included in the measurement of lease liabilities:
Operating cash flows from operating leases	$	135
Right-of-use assets obtained in exchange for lease obligations:
Operating leases	$	-

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Commitments and Contingencies

9 Months Ended

Sep. 30, 2019

Commitments and Contingencies Disclosure [Abstract]

Commitments and Contingencies

Legal contingencies

Federal Trade Commission Consent Order. As previously disclosed, on December 20, 2016 the Federal Trade Commission (“FTC”) issued a confidential Civil Investigative Demand, or CID, to the Company requiring the Company to produce certain documents and materials and to answer certain interrogatories relating to PC Healthcheck, an obsolete software program that the Company developed on behalf of a third party for their use with their customers. The investigation relates to the Company providing software like PC Healthcheck to third parties for their use prior to December 31, 2016, when the Company was under management of the previous Board and executive team. Since issuing the CID, the FTC has sought additional written and testimonial evidence from the Company. We have cooperated fully with the FTC’s investigation and provided all requested information. In addition, the Company has not used PC Healthcheck nor provided it to any customers since December 2016.

On March 9, 2018, the FTC notified the Company that the FTC was willing to engage in settlement discussions. On November 6, 2018, the Company and the FTC entered into a proposed Stipulation to Entry of Order for Permanent Injunction and Monetary Judgment, or the Consent Order. The Consent Order was approved by the Commission on March 26, 2019 and entered by the U.S. District Court for the Southern District of Florida on March 29, 2019. Entry of the Consent Order by the Court has finally resolved the FTC’s multi-year investigation of the Company.

Pursuant to the Consent Order, under which the Company neither admitted nor denied the FTC’s allegations (except as to the Court having jurisdiction over the matter), the FTC has agreed to accept a payment of $10 million in settlement of the $35 million judgement, subject to the factual accuracy of the information the Company has provided as part of our financial representations. The $10 million payment was made on April 1, 2019 and has been recognized in operating expenses within the Company’s consolidated statements of operations for the year ended December 31, 2018.

Additionally, pursuant to the Consent Order, the Company has agreed to implement certain new procedures and enhance certain existing procedures. For example, the Consent Order necessitates that the Company cooperate with representatives of the Commission on associated investigations if needed; imposes requirements on the Company regarding obtaining acknowledgements of the Consent Order and compliance certification, including record creation and maintenance; and prohibits the Company from making misrepresentations and misleading claims or providing the means for others to make such claims regarding, among other things, detection of security or performance issues on consumer’s Electronic Devices. Electronic Devices include, but are not limited to, cell phones, tablets and computers. The Company intends to monitor the impact of the Consent Order regularly and, while the Company currently does not expect the settlement to have a long-term and materially adverse impact on its business, the Company’s business may be negatively impacted as the Company adjusts to some of the changes. If the Company is unable to comply with the Consent Order, then this could result in a material and adverse impact to the Company’s results of operations and financial condition.

Other Matters.  The Company has received and may in the future receive additional requests for information, including subpoenas, from other governmental agencies relating to the subject matter of the Consent Order and the Civil Investigative Demands described above. The Company intends to cooperate with these information requests and is not aware of any other legal proceedings against the Company by governmental authorities at this time.

We are also subject to other routine legal proceedings, as well as demands, claims and threatened litigation, that arise in the normal course of our business, potentially including assertions that we may be infringing patents or other intellectual property rights of others. We currently do not believe that the ultimate amount of liability, if any, for any pending claims of any type (alone or combined) will materially affect our financial position, results of operations or cash flows. The ultimate outcome of any litigation is uncertain; however, any unfavorable outcomes could have a material negative impact on our financial condition and operating results. Regardless of outcome, litigation can have an adverse impact on us because of defense costs, negative publicity, diversion of management resources and other factors.

Guarantees

We have identified guarantees in accordance with ASC 450, Contingencies. This guidance stipulates that an entity must recognize an initial liability for the fair value, or market value, of the obligation it assumes under the guarantee at the time it issues such a guarantee, and must disclose that information in its interim and annual financial statements. We have entered into various service level agreements with our partners, in which we may guarantee the maintenance of certain service level thresholds. Under some circumstances, if we do not meet these thresholds, we may be liable for certain financial costs. We evaluate costs for such guarantees under the provisions of ASC 450. We consider such factors as the degree of probability that we would be required to satisfy the liability associated with the guarantee and the ability to make a reasonable estimate of the resulting cost. During the three and nine months ended September 30, 2019 and 2018, we did not incur any costs as a result of such obligations. We have not accrued any liabilities related to such obligations in the condensed consolidated financial statements as of September 30, 2019 and December 31, 2018.

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Stockholder's Equity (Details) - Stock Options [Member] $ / shares in Units, $ in Thousands	9 Months Ended
	Sep. 30, 2019 USD ($) $ / shares shares
Stock option activity, number of shares
Outstanding options, beginning of period | shares	803,320
Granted | shares	90,000
Exercised | shares	0
Forfeited | shares	(47,960)
Outstanding options, end of period | shares	845,360
Options vested and expected to vest | shares	838,133
Exercisable | shares	662,847
Weighted average exercise price per share
Outstanding options, beginning of period | $ / shares	$ 2.89
Granted | $ / shares	1.94
Exercised | $ / shares	0
Forfeited | $ / shares	3.05
Outstanding options, end of period | $ / shares	2.78
Options vested and expected to vest | $ / shares	2.78
Exercisable | $ / shares	$ 2.95
Additional disclosure
Options outstanding, weighted average remaining contractual term	8 years 5 months 5 days
Options vested and expected to vest, weighted average remaining contractual term	8 years 18 days
Options exercisable, weighted average remaining contractual term	8 years 14 days
Options outstanding, aggregate intrinsic value | $	$ 54
Options vested and expected to vest, aggregate intrinsic value | $	0
Options exercisable, aggregate intrinsic value | $	0
Options exercised in period, aggregate intrinsic value | $	$ 0

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Leases (Details 1) $ in Thousands	Sep. 30, 2019 USD ($)
Leases [Abstract]
Reminder of 2019	$ 46
2020	62
2021	5
2022	3
Total undiscounted cash flows	116
Less imputed interest	(6)
Present value of lease liabilities	$ 113

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CONDENSED CONSOLIDATED STATEMENTS OF COMPREHENSIVE LOSS (Unaudited) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Statement of Comprehensive Income [Abstract]
Net income (loss)	$ 1,593	$ (9,148)	$ 3,689	$ (9,518)
Other comprehensive income (loss):
Change in foreign currency translation adjustment	(65)	(194)	40	(473)
Change in net unrealized gain (loss) on investments	(2)	32	79	13
Other comprehensive income (loss)	(67)	(162)	119	(460)
Comprehensive income (loss)	$ 1,526	$ (9,310)	$ 3,808	$ (9,978)

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Significant Accounting Policies (Details 6) - $ / shares	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Stock Options [Member]
Risk-free interest rate	1.60%	2.90%	1.70%	2.40%
Expected term	3 years	3 years 2 months 12 days	3 years	3 years
Volatility	37.30%	39.50%	35.60%	41.20%
Expected dividend	0.00%	0.00%	0.00%	0.00%
Weighted average grant-date fair value (in dollars per share)	$ .4300	$ .8800	$ .5200	$ .8400
Employee Stock Purchase Plan [Member]
Risk-free interest rate	0.00%	2.09%	2.43%	2.09%
Expected term	0 years	6 months	6 months	6 months
Volatility	0.00%	32.55%	32.98%	32.55%
Expected dividend	0.00%	0.00%	0.00%	0.00%
Weighted average grant-date fair value (in dollars per share)	$ 0.0000	$ .7200	$ .2400	$ .7200

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Document and Entity Information - shares	9 Months Ended
	Sep. 30, 2019	Oct. 31, 2019
Document and Entity Information [Abstract]
Entity Registrant Name	Support.com, Inc.
Entity Central Index Key	0001104855
Current Fiscal Year End Date	--12-31
Entity Current Reporting Status	Yes
Entity Filer Category	Non-accelerated Filer
Entity Emerging Growth Company	false
Entity Small Business	true
Entity Shell Company	false
Entity Common Stock, Shares Outstanding		19,041,474
Document Fiscal Year Focus	2019
Document Fiscal Period Focus	Q3
Document Type	10-Q
Amendment Flag	false
Document Period End Date	Sep. 30, 2019

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Significant Accounting Policies (Details 2) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Amortized cost	$ 44,744	$ 49,718
Gross unrealized gains	11	0
Gross unrealized losses	(1)	(69)
Fair value	44,754	49,649
Commercial Paper [Member]
Amortized cost	4,445	3,986
Gross unrealized gains	0	0
Gross unrealized losses	(1)	(66)
Fair value	4,444	3,985
Corporate Debt Securities [Member]
Amortized cost	10,225	14,899
Gross unrealized gains	9	0
Gross unrealized losses	0	(1)
Fair value	10,234	14,833
US Government Agencies Debt Securities [Member]
Amortized cost	9,956	6,976
Gross unrealized gains	2	0
Gross unrealized losses	0	(1)
Fair value	9,958	6,975
Short-term Investments [Member]
Amortized cost	22,648	24,536
Gross unrealized gains	11	0
Gross unrealized losses	(1)	(69)
Fair value	22,658	24,467
Cash [Member]
Amortized cost	9,294	8,391
Gross unrealized gains	0	0
Gross unrealized losses	0	0
Fair value	9,294	8,391
Money Market Funds [Member]
Amortized cost	10,357	14,295
Gross unrealized gains	0	0
Gross unrealized losses	0	0
Fair value	10,357	14,295
Certificates of Deposit [Member]
Amortized cost	467	1,171
Gross unrealized gains	0	0
Gross unrealized losses	0	(1)
Fair value	467	1,170
Cash Equivalents [Member]
Amortized cost	22,096	25,182
Gross unrealized gains	0	0
Gross unrealized losses	0	0
Fair value	$ 22,096	$ 25,182

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Income Taxes

9 Months Ended

Sep. 30, 2019

Income Tax Disclosure [Abstract]

Income Taxes

We recorded an income tax provision of $11,000 and $170,000 for the three and nine months ended September 30, 2019, respectively.  The income tax provision for interim periods is determined using an estimate of the annual effective tax rate, adjusted for discrete items, if any, that are taken into account in the relevant period.  Each quarter, the estimate of the annual effective tax rate is updated, and if the estimated effective tax rate changes, a cumulative adjustment is made.  There is a potential for volatility of the effective tax rate due to several factors, including changes in the mix of the pre-tax income and the jurisdictions to which it relates, changes in tax laws and settlements with taxing authorities and foreign currency fluctuations.

As of September 30, 2019, our deferred tax assets are fully offset by a valuation allowance except in those jurisdictions where it is determined that a valuation allowance is not required.

ASC 740, Income Taxes, provides for the recognition of deferred tax assets if realization of such assets is more likely than not. Based upon the weight of available evidence, which includes historical operating performance, reported cumulative net losses since inception and difficulty in accurately forecasting our future results, we provided a full valuation allowance against our net U.S. deferred tax assets and a partial valuation allowance against our foreign deferred tax assets.  We reassess the need for our valuation allowance on a quarterly basis. If it is later determined that a portion or all of the valuation allowance is not required, it generally will be a benefit to the income tax provision in the period such determination is made.

The Company does not anticipate a material change in the total amount or composition of its unrecognized tax benefits as of September 30, 2019.

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Significant Accounting Policies

9 Months Ended

Sep. 30, 2019

Accounting Policies [Abstract]

Significant Accounting Policies

Basis of Presentation

The accompanying unaudited interim condensed consolidated financial statements include the accounts of Support.com, Inc. (the “Company”, “Support.com”, “We” or “Our”) and its wholly owned subsidiaries. All intercompany balances and transactions have been eliminated. The condensed consolidated balance sheet as of September 30, 2019 and the consolidated statements of operations and comprehensive income (loss) for the three months ended September 30, 2019 and 2018 and the consolidated statements of cash flows for the nine months ended September 30, 2019 and 2018 are unaudited. In the opinion of management, these unaudited interim condensed consolidated financial statements reflect all adjustments (consisting of normal recurring adjustments) that are necessary for a fair presentation of the results for, and as of, the periods shown. The results of operations for such periods are not necessarily indicative of the results expected for the full fiscal year or for any future period. The condensed consolidated balance sheet information as of December 31, 2018 is derived from audited financial statements as of that date. These financial statements have been prepared based upon Securities and Exchange Commission (“SEC”) rules that permit reduced disclosure for interim periods. For a more complete discussion of significant accounting policies and certain other information, these unaudited interim condensed consolidated financial statements should be read in conjunction with the consolidated financial statements and related notes included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2018, filed with the SEC on March 8, 2019.

Use of Estimates

The preparation of financial statements in conformity with generally accepted accounting principles in the United States requires management to make estimates and assumptions that affect the amounts reported in the condensed consolidated financial statements and accompanying notes. The accounting estimates that require management’s most significant, difficult and subjective judgments include accounting for revenue recognition, assumptions used to estimate self-insurance accruals, the valuation and recognition of investments, the assessment of recoverability of intangible assets and their estimated useful lives, the valuations and recognition of stock-based compensation and the recognition and measurement of current and deferred income tax assets and liabilities. Actual results could differ materially from these estimates.

Leases

On January 1, 2019, we adopted Accounting Standards Update No. 2016-02, Leases (Topic 842) (ASU 2016-02), as amended, which supersedes the lease accounting guidance under Topic 840, and generally requires lessees to recognize operating and financing lease liabilities and corresponding right-of-use (ROU) assets on the balance sheet and to provide enhanced disclosures surrounding the amount, timing and uncertainty of cash flows arising from leasing arrangements. We adopted the new guidance using the modified retrospective transition approach by applying the new standard to all leases existing at the date of initial application and not restating comparative periods. The most significant impact was the recognition of ROU assets and lease liabilities for operating leases, while our accounting for finance leases remained substantially unchanged. See Note 7 — Leases in the notes to the condensed consolidated financial statements included in Part I, Item 1, of this Quarterly Report on Form 10-Q for additional information regarding the adoption.

We determine if an arrangement is a lease at inception. Operating leases are included in operating lease right-of-use (“ROU”) assets and short- and long-term lease liabilities in our consolidated balance sheets. Finance leases are included in property and equipment, other current liabilities, and other long-term liabilities in our consolidated balance sheets. As of adoption of ASC 842 and as of January 1, 2019, the Company was not party to finance lease arrangements.

ROU assets represent our right to use an underlying asset for the lease term and lease liabilities represent our obligation to make lease payments arising from the lease. Operating lease ROU assets and liabilities are recognized at commencement date based on the present value of lease payments over the lease term. As most of our leases do not provide an implicit rate, we use our incremental borrowing rate based on the information available at commencement date in determining the present value of lease payments. We use the implicit rate when readily determinable. The operating lease ROU asset also includes any lease payments made and excludes lease incentives. Our lease terms may include options to extend or terminate the lease when it is reasonably certain that we will exercise that option. Lease expense for lease payments is recognized on a straight-line basis over the lease term.

Under the available practical expedient, we account for the lease and non-lease components as a single lease component.

There have been no other changes to the accounting policies except the Leases, which are disclosed in our most recent Annual Report on Form 10-K. The accompanying unaudited Condensed Consolidated Financial Statements we present in this report have been prepared in accordance with our policies.

Revenue Recognition

Disaggregation of Revenue

We generate revenue from the sale of services and sale of software fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. The following table depicts the disaggregation of revenue (in thousands) according to revenue type and is consistent with how we evaluate our financial performance:

Revenue from Contracts with Customers:

	Three Months Ended September 30,				Nine Months Ended September 30,
	2019		2018		2019		2018
Services	$	14,327	$	16,759	$	46,698	$	48,179
Software and other		922		1,258		3,310		3,828
Total revenue	$	15,249	$	18,017	$	50,008	$	52,007

Services Revenue

Services revenue is comprised primarily of fees for technology support services. Our service programs are designed for both the consumer and small and medium business (“SMB”) markets, and include computer and mobile device set-up, security and support, virus and malware removal and wireless network set-up, and automation system onboarding and support.

We offer technology services to consumers and SMBs, primarily through our partners (which include communications providers, retailers, technology companies and others) and to a lesser degree directly through our website at www.support.com. We transact with customers via reseller programs, referral programs and direct transactions. In reseller programs, the partner generally executes the financial transactions with the customer and pays a fee to us which we recognize as revenue when the service is delivered. In referral programs, we transact with the customer directly and pay a referral fee to the referring party. Referral fees are generally expensed in the period in which revenues are recognized.  In such referral programs, since we are the primary obligor and bear substantially all risks associated with the transaction, we record the gross amount of revenue. In direct transactions, we sell directly to the customer at the retail price.

The technology services described above include four types of offerings:

● Hourly-Based Services - In connection with the provisions of certain services programs, fees are calculated based on contracted hourly rates with partners. For these programs, we recognize revenue as services are performed, based on billable hours of work delivered by our technology specialists. These services programs also include performance standards, which may result in incentives or penalties, which are recognized as earned or incurred.

● Subscriptions - Customers purchase subscriptions or “service plans” under which certain services are provided over a fixed subscription period. Revenues for subscriptions are recognized ratably over the respective subscription periods.

● Incident-Based Services - Customers purchase a discrete, one-time service. Revenue recognition occurs at the time of service delivery. Fees paid for services sold but not yet delivered are recorded as deferred revenue and recognized at the time of service delivery.

The following tables represent deferred revenue activity for the nine months ended September 30, 2019 and three months ended September 30, 2019 and 2018 (in thousands):

Balance as of December 31, 2018	$	1,315
Deferred revenue		546
Recognition of unearned revenue		(583	)
Balance as of September 30, 2019	$	1,098

Balance as of June 30, 2019	$	1,210
Deferred revenue		471
Recognition of unearned revenue		(583	)
Balance as of September 30, 2019	$	1,098

Balance as of June 30, 2018	$	1,450
Deferred revenue		471
Recognition of unearned revenue		(727	)
Balance as of September 30, 2018	$	1,244

Partners are generally invoiced monthly. Fees from customers via referral programs and direct transactions are generally paid with a credit card at the time of sale. Revenue is recognized net of any applicable sales tax.

Services revenue also includes fees from licensing of Support.com cloud-based software. In such arrangements, customers receive a right to use our Support.com Cloud applications in their own support organizations. We license our cloud based software using a software-as-a-service (“SaaS”) model under which customers cannot take possession of the technology and pay us on a per-user or usage basis during the term of the arrangement. In addition, services revenue includes fees from implementation services of our cloud-based software. Currently, revenues from implementation services are recognized ratably over the customer life which is estimated as the term of the arrangement once the Support.com Cloud services are made available to customers. We generally charge for these services on a time and material basis. As of September 30, 2019, revenues from implementation services are di minimus.

Software and Other Revenue

Software and other revenue is comprised primarily of fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. Our software is sold to customers as a perpetual license or as a fixed period subscription. We offer when-and-if-available software upgrades to our end-user products. Management has determined that these upgrades are not distinct, as the upgrades are an input into a combined output. In addition, Management has determined that the frequency and timing of the when-and-if-available upgrades are unpredictable and therefore we recognize revenue consistent with the sale of the perpetual license or subscription. We generally control fulfillment, pricing, product requirements, and collection risk and therefore we record the gross amount of revenue. We provide a 30-day money back guarantee for the majority of our end-user software products.

For certain end-user software products, we sell perpetual licenses. We provide a limited amount of free technical support to customers. Since the cost of providing this free technical support is insignificant and free product enhancements are minimal and infrequent, we do not defer the recognition of revenue associated with sales of these products.

For certain of our end-user software products (principally SUPERAntiSpyware), we sell licenses for a fixed subscription period. We provide regular, significant updates over the subscription period and therefore recognize revenue for these products ratably over the subscription period.

Other revenue consists primarily of revenue generated through partners advertising to our customer base in various forms, including toolbar advertising, email marketing, and free trial offers. We recognize other revenue in the period in which control transfers to our partners.

Cash, Cash Equivalents and Investments

All liquid instruments with an original maturity at the date of purchase of 90 days or less are classified as cash equivalents. Cash equivalents and short-term investments consist primarily of money market funds, certificates of deposit, commercial paper, corporate and municipal bonds. Our interest income on cash, cash equivalents and investments is recorded monthly and reported as interest income and other in our condensed consolidated statements of operations.

Our cash equivalents and short-term investments are classified as investment, and are reported at fair value with unrealized gains/losses included in accumulated other comprehensive loss within stockholders’ equity on the consolidated balance sheets and in the consolidated statements of comprehensive income (loss). We view this investment portfolio as available for use in our current operations, and therefore we present our marketable securities as short-term assets.

We monitor our investments for impairment on a quarterly basis and determine whether a decline in fair value is other-than-temporary by considering factors such as current economic and market conditions, the credit rating of the security’s issuer, the length of time an investment’s fair value has been below our carrying value, the Company’s intent to sell the security and the Company’s belief that it will not be required to sell the security before the recovery of its amortized cost. If an investment’s decline in fair value is deemed to be other-than-temporary, we reduce its carrying value to its estimated fair value, as determined based on quoted market prices or liquidation values. Declines in value judged to be other-than-temporary, if any, are recorded in operations as incurred. At December 31, 2018, the Company evaluated its unrealized losses on marketable securities and determined them to be temporary. We currently do not intend to sell securities with unrealized losses, and we concluded that we will not be required to sell these securities before the recovery of their amortized cost basis. At September 30, 2019 and December 31, 2018, the fair value of cash, cash equivalents and investments was $43.2 million and $49.6 million, respectively.

The following is a summary of cash, cash equivalents and investments at September 30, 2019 and December 31, 2018 (in thousands):

As of September 30, 2019	Amortized Cost		Gross Unrealized Gains		Gross Unrealized Losses			Fair Value
Cash	$	9,294	$	—	$	—		$	9,294
Money market funds		10,357		—		—			10,357
Certificates of deposit		467		—		—			467
Commercial paper		4,445		—		(1	)		4,444
Corporate notes and bonds		10,225		9		—			10,234
U.S. government agency securities		9,956		2		—			9,958
	$	44,744	$	11	$	(1	)	$	44,754
Classified as:
Cash and cash equivalents	$	22,096	$	—	$	—		$	22,096
Short-term investments		22,648		11		(1	)		22,658
	$	44,744	$	11	$	(1	)	$	44,754

As of December 31, 2018	Amortized Cost		Gross Unrealized Gains		Gross Unrealized Losses			Fair Value
Cash	$	8,391	$	—	$	—		$	8,391
Money market funds		14,295		—		—			14,295
Certificates of deposit		1,171		—		(1	)		1,170
Commercial paper		3,986		—		(1	)		3,985
Corporate notes and bonds		14,899		—		(66	)		14,833
U.S. government agency securities		6,976		—		(1	)		6,975
	$	49,718	$	—	$	(69	)	$	49,649
Classified as:
Cash and cash equivalents	$	25,182	$	—	$	—		$	25,182
Short-term investments		24,536		—		(69	)		24,467
	$	49,718	$	—	$	(69	)	$	49,649

The following table summarizes the estimated fair value of our marketable securities classified by the stated maturity date of the security (in thousands):

	September 30, 2019		December 31, 2018
Due within one year	$	17,828	$	20,874
Due within two years		4,830		3,593
	$	22,658	$	24,467

Fair Value Measurements

Accounting Standards Codification (“ASC”) 820, Fair Value Measurements and Disclosures, defines fair value, establishes a framework for measuring fair value under generally accepted accounting principles and enhances disclosures about fair value measurements. Fair value is defined under ASC 820 as the exchange price that would be received for an asset or paid to transfer a liability (an exit price) in the principal or most advantageous market for the asset or liability in an orderly transaction between market participants on the measurement date. Valuation techniques used to measure fair value according to ASC 820 must maximize the use of observable inputs and minimize the use of unobservable inputs. The standard describes a fair value hierarchy based on three levels of inputs, of which the first two are considered observable and the last unobservable, that may be used to measure fair value, which are the following:

●  Level 1 - Quoted prices in active markets for identical assets or liabilities.

●  Level 2 - Inputs other than Level 1 that are observable, either directly or indirectly, such as quoted prices for similar assets or liabilities; quoted prices in markets that are not active; or other inputs that are observable or can be corroborated by observable market data for substantially the full term of the assets or liabilities.

●  Level 3 - Unobservable inputs that are supported by little or no market activity and that are significant to the fair value of the assets or liabilities.

In accordance with ASC 820, the following table represents our fair value hierarchy for our financial assets (cash equivalents and investments) measured at fair value on a recurring basis as of September 30, 2019 and December 31, 2018 (in thousands):

As of September 30, 2019	Level 1		Level 2		Level 3		Total
Money market funds	$	10,357	$	—	$	—	$	10,357
Certificates of deposit		—		467		—		467
Commercial paper		—		4,444		—		4,444
Corporate notes and bonds		—		10,234		—		10,234
U.S. government agency securities		—		9,958		—		9,958
Total	$	10,357	$	25,103	$	—	$	35,460

As of December 31, 2018	Level 1		Level 2		Level 3		Total
Money market funds	$	14,295	$	—	$	—	$	14,295
Certificates of deposit		—		1,170		—		1,170
Commercial paper		—		3,985		—		3,985
Corporate notes and bonds		—		14,833		—		14,833
U.S. government agency securities		—		6,975		—		6,975
Total	$	14,295	$	26,963	$	—	$	41,258

For short-term investments, measured at fair value using Level 2 inputs, we review trading activity and pricing for these investments as of the measurement date. When sufficient quoted pricing for identical securities is not available, we use market pricing and other observable market inputs for similar securities obtained from various third party data providers. These inputs either represent quoted prices for similar assets in active markets or have been derived from observable market data. Our policy is to recognize the transfer of financial instruments between levels at the end of our quarterly reporting period.

Concentrations of Credit Risk

Financial instruments that potentially subject us to concentrations of credit risk consist principally of cash equivalents, investments and trade accounts receivable. Our investment portfolio consists of investment grade securities. Except for obligations of the United States government and securities issued by agencies of the United States government, we diversify our investments by limiting our holdings with any individual issuer. We are exposed to credit risks in the event of default by the issuers to the extent of the amount recorded on the consolidated balance sheets. The credit risk in our trade accounts receivable is substantially mitigated by our evaluation of the customers’ financial conditions at the time we enter into business and reasonably short payment terms.

For the three months ended September 30, 2019, Comcast and Cox Communications accounted for 59% and 28%, respectively, of our total revenue. For the nine months ended September 30, 2019, Comcast and Cox Communications accounted for 64% and 23%, respectively, of our total revenue. For the three months ended September 30, 2018, Comcast and Cox Communications accounted for 70% and 16%, respectively, of our total revenue. For the nine months ended September 30, 2018, Comcast and Cox Communications accounted for 70% and 14%, respectively, of our total revenue. There were no other customers that accounted for 10% or more of total revenue for the three and nine months ended September 30, 2019 and 2018.

As of September 30, 2019, Comcast and Cox Communications accounted for 57% and 27%, respectively, of our total accounts receivable. As of December 31, 2018, Comcast and Cox Communications accounted for 69% and 15%, respectively, of our total accounts receivable. There were no other customers that accounted for 10% or more of our total accounts receivable as of September 30, 2019 and December 31, 2018.

Trade Accounts Receivable and Allowance for Doubtful Accounts

Trade accounts receivable are recorded at the invoiced amount. We perform evaluations of our customers’ financial condition and generally do not require collateral. We make judgments as to our ability to collect outstanding receivables and provide allowances for a portion of receivables when collection becomes doubtful. Reserves are made based on a specific review of all significant outstanding invoices. For those invoices not specifically provided for, reserves are recorded at differing rates, based on the age of the receivable. In determining these rates, we analyze our historical collection experience and current payment trends. The determination of past-due accounts is based on contractual terms. We had an allowance for doubtful accounts of $4,400 and $13,000 at September 30, 2019 and December 31, 2018, respectively.

Self-Funded Health Insurance

The Company maintains a self-funded health insurance program with a stop-loss umbrella policy with a third party insurer to limit the maximum potential liability for medical claims. With respect to this program, the Company considers historical and projected medical utilization data when estimating its health insurance program liability and related expense. As of September 30, 2019, the Company had approximately $437,000 in reserve for its self-funded health insurance program. As of December 31, 2018, the Company had approximately $585,000 in reserve for its self-funded health insurance program. The reserve is included in “other accrued liabilities” in the condensed consolidated balance sheets.

The Company regularly analyzes its reserves for incurred but not reported claims and for reported but not paid claims related to its self-funded insurance program. The Company believes its reserves are adequate. However, significant judgment is involved in assessing these reserves such as assessing historical paid claims, average lags between the claims’ incurred date, reported dates and paid dates, and the frequency and severity of claims. There may be differences between actual settlement amounts and recorded reserves and any resulting adjustments are included in expense once a probable amount is known.

Accumulated Other Comprehensive Loss

The components of accumulated other comprehensive loss, which relate entirely to accumulated foreign currency translation losses associated with our foreign subsidiaries and unrealized losses on investments, consisted of the following (in thousands):

	Foreign Currency Translation Losses			Unrealized Losses on Investments			Total
Balance as of December 31, 2018	$	(2,438	)	$	(69	)	$	(2,507	)
Current-period other comprehensive income		40			79			119
Balance as of September 30, 2019	$	(2,398	)	$	10		$	(2,388	)

Realized gains/losses on investments reclassified from accumulated other comprehensive loss are reported as interest income and other, net in our consolidated statements of operations.

The amounts noted in the condensed consolidated statements of comprehensive income (loss) are shown before taking into account the related income tax impact. The income tax effect allocated to each component of other comprehensive loss for each of the periods presented is not significant.

Stock-Based Compensation

We apply the provisions of ASC 718, Compensation - Stock Compensation, which requires the measurement and recognition of compensation expense for all stock-based payment awards, including grants of stock, restricted stock awards and options to purchase stock, made to employees and directors based on estimated fair values.

The fair value of our stock-based awards was estimated using the following weighted average assumptions for the three months and nine months ended September 30, 2019 and 2018. There were stock option and award grants during the three and nine months ended September 30, 2019 and 2018.

	Three Months Ended September 30,						Nine Months Ended September 30,
	2019			2018			2019			2018
Stock Option Plan:
Risk-free interest rate		1.6	%		2.9	%		1.7	%		2.4	%
Expected term		3 years			3.2 years			3 years			3 years
Volatility		37.3	%		39.5	%		35.6	%		41.2	%
Expected dividend		—	%		—	%		—	%		—	%
Weighted average fair value (per share)	$	0.43		$	0.88		$	0.52		$	0.84

	Three Months Ended September 30,					Nine Months Ended September 30,
	2019		2018			2019			2018
Employee Stock Purchase Plan:
Risk-free interest rate		—		2.09	%		2.43	%		2.09	%
Expected term		—		0.5 years			0.5 years			0.5 years
Volatility		—		32.55	%		32.98	%		32.55	%
Expected dividend		—		0	%		0	%		0	%
Weighted average fair value (per share)		—	$	0.72		$	0.24		$	0.72

We recorded the following stock-based compensation expense for the three and nine months ended September 30, 2018 and 2017 (in thousands):

	Three Months Ended September 30,				Nine Months Ended September 30,
	2019		2018		2019		2018
Stock-based compensation expense related to grants of:
Stock options	$	31	$	38	$	101	$	358
Employee Stock Purchase Plan (“ESPP”)		-		-		13		11
Restricted Stock Units (“RSU”)		48		64		107		217
	$	79	$	102	$	221	$	586
Stock-based compensation expense recognized in:
Cost of services	$	5	$	11	$	31	$	49
Cost of software and other		—		—		—		—
Research and development		6		9		21		33
Sales and marketing		7		14		31		40
General and administrative		61		68		138		464
	$	79	$	102	$	221	$	586

Earnings (Loss) Per Share

Basic earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding during the reporting period. Diluted earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding, including the effect of the potential issuance of common stock such as stock issuable pursuant to the exercise of stock options and warrants and vesting of RSUs using the treasury stock method when dilutive.

For the three months ended September 30, 2019 and 2018 and for the nine months ended September 30, 2019, diluted earnings per share was computed using our net income and the weighted average number of common shares outstanding, including the effect of the potential issuance of common stock such as stock issuable pursuant to the exercise of stock options and warrants and vesting of RSUs using the treasury stock method.  For the nine months ended September 30, 2018, we were in a loss position, therefore all shares were anti-dilutive.”

The following table sets forth the computation of basic and diluted earnings (loss) per share (in thousands, except per share amounts):

	Three Months Ended September 30,					Nine Months Ended September 30,
	2019		2018			2019		2018
Net income (loss)	$	1,593	$	(9,148	)	$	3,689	$	(9,518	)
Basic:
Weighted-average shares of common stock outstanding and used in computing basic income (loss) per share		19,011		18,805			18,977		18,786
Basic earnings (loss) per share		0.08		(0.49	)		0.19		(0.51	)
Diluted:
Weighted-average shares of common stock outstanding		19,011		18,805			18,977		18,786
Add: Common equivalent shares outstanding		34		-			49		-
Shares used in computing diluted earnings (loss) per share		19,045		18,805			19,026		18,786
Diluted earnings (loss) per share	$	0.08	$	(0.49	)	$	0.19	$	(0.51	)

The following potential common shares outstanding were excluded from the computation of diluted earnings (loss) per share because including them would have been antidilutive (in thousands):

	As of September 30,
	2019		2018
Stock options   ...		845		872
RSUs		131		96
		976		968

Warranties and Indemnifications

We generally provide a refund period on sales, during which refunds may be granted to consumers under certain circumstances, including our inability to resolve certain support issues. For our partnerships, the refund period varies by partner, but is generally between 5-14 days. For referral programs and direct transactions, the refund period is generally 5 days. For the majority of our end-user software products, we provide a 30-day money back guarantee. For all channels, we recognize revenue net of refunds and cancellations during the period. Refunds and cancellations have not been material to date.

We generally agree to indemnify our customers against legal claims that our end-user software products infringe certain third-party intellectual property rights. As of September 30, 2019, we have not been required to make any payment resulting from infringement claims asserted against our customers and have not recorded any related accruals.

Recent Accounting Pronouncements

Accounting Standards Adopted in the Current Period

Lease Accounting

In February 2016, the FASB issued ASU 2016-02, Leases (“ASU 2016-02”). This new standard establishes a right-of-use (ROU) model that requires a lessee to record a ROU asset and a lease liability on the balance sheet for all leases with terms longer than 12 months. Leases will be classified as either finance or operating, with classification affecting the pattern of expense recognition in the income statement. ASU 2016-02 is effective for fiscal years beginning after December 15, 2018, including interim periods within those fiscal years. Early adoption is permitted. In July 2018, the FASB issued ASU No. 2018-11 which provides an alternative transition method that allows entities to apply the new leases standard at the adoption date and recognize a cumulative-effect adjustment to the opening balance of retained earnings in the period of adoption. The Company has adopted the requirements of ASU 2016-02 on January 1, 2019, the first day of fiscal year 2019, and using the option transition method. The Company took advantage of the practical expedient options, which allows an entity not to reassess whether any existing or expired contracts contain leases. As of September 30, 2019, there was an increase in assets of $113,000 and liabilities of $113,000 since the adoption of the standard due to the recognition of the required right-of-use asset and corresponding liability for all lease obligations that are currently classified as operating leases with the difference of $0 related to existing deferred rent that reduced the ROU asset recorded. The standard did not have an impact in our consolidated income statements.

For information regarding the impact of Topic 842 adoption, see Significant Accounting Policies - Leases and Note 7— Leases.

New Accounting Standards to be adopted in Future Periods

Intangible Assets

In January 2017, the FASB issued Accounting Standards Update No. 2017-04, Intangibles—Goodwill and Other (Topic 350): Simplifying the Test for Goodwill Impairment (ASU 2017-04), which eliminates step two from the goodwill impairment test. Under ASU 2017-04, an entity should recognize an impairment charge for the amount by which the carrying amount of a reporting unit exceeds its fair value up to the amount of goodwill allocated to that reporting unit. This guidance will be effective for us in the first quarter of 2020 on a prospective basis, and early adoption is permitted. We do not expect the standard to have a material impact on our consolidated financial statements.

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CONDENSED CONSOLIDATED STATEMENTS OF OPERATIONS (Unaudited) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Revenue:
Revenue	$ 15,249	$ 18,017	$ 50,008	$ 52,007
Costs of revenue:
Total cost of revenue	10,608	14,463	37,184	43,137
Gross profit	4,641	3,554	12,824	8,870
Operating expenses:
Research and development	1,132	690	2,796	2,082
Sales and marketing	485	424	1,315	1,383
General and administrative	1,685	1,800	5,671	5,623
Legal settlement	0	10,000	0	10,000
Total operating expenses	3,302	12,914	9,782	19,088
Income (loss) from operations	1,339	(9,360)	3,042	(10,218)
Interest income and other, net	265	241	817	676
Income (loss) before income taxes	1,604	(9,119)	3,859	(9,542)
Income tax provision (benefit)	11	29	170	(24)
Net income (loss)	$ 1,593	$ (9,148)	$ 3,689	$ (9,518)
Basic and diluted earnings (loss) per share:
Net income (loss)	$ 0.08	$ (0.49)	$ 0.19	$ (0.51)
Shares used in computing basic net income (loss) per share	19,011	18,805	18,977	18,786
Shares used in computing diluted net income (loss) per share	19,045	18,805	19,026	18,786
Service [Member]
Revenue:
Revenue	$ 14,327	$ 16,759	$ 46,698	$ 48,179
Costs of revenue:
Total cost of revenue	10,582	14,412	37,065	42,985
Software and Other [Member]
Revenue:
Revenue	922	1,258	3,310	3,828
Costs of revenue:
Total cost of revenue	$ 26	$ 51	$ 119	$ 152

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Significant Accounting Policies (Details 7) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Stock-based compensation expense	$ 79	$ 102	$ 221	$ 586
Cost of Sales [Member] | Service [Member]
Stock-based compensation expense	5	11	31	49
Research and Development Expense [Member]
Stock-based compensation expense	6	9	21	33
Selling and Marketing Expense [Member]
Stock-based compensation expense	7	14	31	40
General and Administrative Expense [Member]
Stock-based compensation expense	61	68	138	464
Stock Options [Member]
Stock-based compensation expense	31	38	101	358
Employee Stock Purchase Plan [Member]
Stock-based compensation expense	0	0	13	11
RSUs [Member]
Stock-based compensation expense	$ 48	$ 64	$ 107	$ 217

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Significant Accounting Policies (Details 3) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Summary of estimated fair value of available-for-sale securities classified by stated maturity date [Abstract]
Due within one year	$ 17,828	$ 20,874
Due within two years	4,830	3,593
Total fair value	$ 22,658	$ 24,467

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Significant Accounting Policies (Policies)

9 Months Ended

Sep. 30, 2019

Accounting Policies [Abstract]

Basis of Presentation

The accompanying unaudited interim condensed consolidated financial statements include the accounts of Support.com, Inc. (the “Company”, “Support.com”, “We” or “Our”) and its wholly owned subsidiaries. All intercompany balances and transactions have been eliminated. The condensed consolidated balance sheet as of September 30, 2019 and the consolidated statements of operations and comprehensive income (loss) for the three months ended September 30, 2019 and 2018 and the consolidated statements of cash flows for the nine months ended September 30, 2019 and 2018 are unaudited. In the opinion of management, these unaudited interim condensed consolidated financial statements reflect all adjustments (consisting of normal recurring adjustments) that are necessary for a fair presentation of the results for, and as of, the periods shown. The results of operations for such periods are not necessarily indicative of the results expected for the full fiscal year or for any future period. The condensed consolidated balance sheet information as of December 31, 2018 is derived from audited financial statements as of that date. These financial statements have been prepared based upon Securities and Exchange Commission (“SEC”) rules that permit reduced disclosure for interim periods. For a more complete discussion of significant accounting policies and certain other information, these unaudited interim condensed consolidated financial statements should be read in conjunction with the consolidated financial statements and related notes included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2018, filed with the SEC on March 8, 2019.

Use of Estimates

The preparation of financial statements in conformity with generally accepted accounting principles in the United States requires management to make estimates and assumptions that affect the amounts reported in the condensed consolidated financial statements and accompanying notes. The accounting estimates that require management’s most significant, difficult and subjective judgments include accounting for revenue recognition, assumptions used to estimate self-insurance accruals, the valuation and recognition of investments, the assessment of recoverability of intangible assets and their estimated useful lives, the valuations and recognition of stock-based compensation and the recognition and measurement of current and deferred income tax assets and liabilities. Actual results could differ materially from these estimates.

Leases

On January 1, 2019, we adopted Accounting Standards Update No. 2016-02, Leases (Topic 842) (ASU 2016-02), as amended, which supersedes the lease accounting guidance under Topic 840, and generally requires lessees to recognize operating and financing lease liabilities and corresponding right-of-use (ROU) assets on the balance sheet and to provide enhanced disclosures surrounding the amount, timing and uncertainty of cash flows arising from leasing arrangements. We adopted the new guidance using the modified retrospective transition approach by applying the new standard to all leases existing at the date of initial application and not restating comparative periods. The most significant impact was the recognition of ROU assets and lease liabilities for operating leases, while our accounting for finance leases remained substantially unchanged. See Note 7 — Leases in the notes to the condensed consolidated financial statements included in Part I, Item 1, of this Quarterly Report on Form 10-Q for additional information regarding the adoption.

We determine if an arrangement is a lease at inception. Operating leases are included in operating lease right-of-use (“ROU”) assets and short- and long-term lease liabilities in our consolidated balance sheets. Finance leases are included in property and equipment, other current liabilities, and other long-term liabilities in our consolidated balance sheets. As of adoption of ASC 842 and as of January 1, 2019, the Company was not party to finance lease arrangements.

ROU assets represent our right to use an underlying asset for the lease term and lease liabilities represent our obligation to make lease payments arising from the lease. Operating lease ROU assets and liabilities are recognized at commencement date based on the present value of lease payments over the lease term. As most of our leases do not provide an implicit rate, we use our incremental borrowing rate based on the information available at commencement date in determining the present value of lease payments. We use the implicit rate when readily determinable. The operating lease ROU asset also includes any lease payments made and excludes lease incentives. Our lease terms may include options to extend or terminate the lease when it is reasonably certain that we will exercise that option. Lease expense for lease payments is recognized on a straight-line basis over the lease term.

Under the available practical expedient, we account for the lease and non-lease components as a single lease component.

There have been no other changes to the accounting policies except the Leases, which are disclosed in our most recent Annual Report on Form 10-K. The accompanying unaudited Condensed Consolidated Financial Statements we present in this report have been prepared in accordance with our policies.

Revenue Recognition

Disaggregation of Revenue

We generate revenue from the sale of services and sale of software fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. The following table depicts the disaggregation of revenue (in thousands) according to revenue type and is consistent with how we evaluate our financial performance:

Revenue from Contracts with Customers:

	Three Months Ended September 30,				Nine Months Ended September 30,
	2019		2018		2019		2018
Services	$	14,327	$	16,759	$	46,698	$	48,179
Software and other		922		1,258		3,310		3,828
Total revenue	$	15,249	$	18,017	$	50,008	$	52,007

Services Revenue

Services revenue is comprised primarily of fees for technology support services. Our service programs are designed for both the consumer and small and medium business (“SMB”) markets, and include computer and mobile device set-up, security and support, virus and malware removal and wireless network set-up, and automation system onboarding and support.

We offer technology services to consumers and SMBs, primarily through our partners (which include communications providers, retailers, technology companies and others) and to a lesser degree directly through our website at www.support.com. We transact with customers via reseller programs, referral programs and direct transactions. In reseller programs, the partner generally executes the financial transactions with the customer and pays a fee to us which we recognize as revenue when the service is delivered. In referral programs, we transact with the customer directly and pay a referral fee to the referring party. Referral fees are generally expensed in the period in which revenues are recognized.  In such referral programs, since we are the primary obligor and bear substantially all risks associated with the transaction, we record the gross amount of revenue. In direct transactions, we sell directly to the customer at the retail price.

The technology services described above include four types of offerings:

● Hourly-Based Services - In connection with the provisions of certain services programs, fees are calculated based on contracted hourly rates with partners. For these programs, we recognize revenue as services are performed, based on billable hours of work delivered by our technology specialists. These services programs also include performance standards, which may result in incentives or penalties, which are recognized as earned or incurred.

● Subscriptions - Customers purchase subscriptions or “service plans” under which certain services are provided over a fixed subscription period. Revenues for subscriptions are recognized ratably over the respective subscription periods.

● Incident-Based Services - Customers purchase a discrete, one-time service. Revenue recognition occurs at the time of service delivery. Fees paid for services sold but not yet delivered are recorded as deferred revenue and recognized at the time of service delivery.

The following tables represent deferred revenue activity for the nine months ended September 30, 2019 and three months ended September 30, 2019 and 2018 (in thousands):

Balance as of December 31, 2018	$	1,315
Deferred revenue		546
Recognition of unearned revenue		(583	)
Balance as of September 30, 2019	$	1,098

Balance as of June 30, 2019	$	1,210
Deferred revenue		471
Recognition of unearned revenue		(583	)
Balance as of September 30, 2019	$	1,098

Balance as of June 30, 2018	$	1,450
Deferred revenue		471
Recognition of unearned revenue		(727	)
Balance as of September 30, 2018	$	1,244

Partners are generally invoiced monthly. Fees from customers via referral programs and direct transactions are generally paid with a credit card at the time of sale. Revenue is recognized net of any applicable sales tax.

Services revenue also includes fees from licensing of Support.com cloud-based software. In such arrangements, customers receive a right to use our Support.com Cloud applications in their own support organizations. We license our cloud based software using a software-as-a-service (“SaaS”) model under which customers cannot take possession of the technology and pay us on a per-user or usage basis during the term of the arrangement. In addition, services revenue includes fees from implementation services of our cloud-based software. Currently, revenues from implementation services are recognized ratably over the customer life which is estimated as the term of the arrangement once the Support.com Cloud services are made available to customers. We generally charge for these services on a time and material basis. As of September 30, 2019, revenues from implementation services are di minimus.

Software and Other Revenue

Software and other revenue is comprised primarily of fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. Our software is sold to customers as a perpetual license or as a fixed period subscription. We offer when-and-if-available software upgrades to our end-user products. Management has determined that these upgrades are not distinct, as the upgrades are an input into a combined output. In addition, Management has determined that the frequency and timing of the when-and-if-available upgrades are unpredictable and therefore we recognize revenue consistent with the sale of the perpetual license or subscription. We generally control fulfillment, pricing, product requirements, and collection risk and therefore we record the gross amount of revenue. We provide a 30-day money back guarantee for the majority of our end-user software products.

For certain end-user software products, we sell perpetual licenses. We provide a limited amount of free technical support to customers. Since the cost of providing this free technical support is insignificant and free product enhancements are minimal and infrequent, we do not defer the recognition of revenue associated with sales of these products.

For certain of our end-user software products (principally SUPERAntiSpyware), we sell licenses for a fixed subscription period. We provide regular, significant updates over the subscription period and therefore recognize revenue for these products ratably over the subscription period.

Other revenue consists primarily of revenue generated through partners advertising to our customer base in various forms, including toolbar advertising, email marketing, and free trial offers. We recognize other revenue in the period in which control transfers to our partners.

Cash, Cash Equivalents and Investments

All liquid instruments with an original maturity at the date of purchase of 90 days or less are classified as cash equivalents. Cash equivalents and short-term investments consist primarily of money market funds, certificates of deposit, commercial paper, corporate and municipal bonds. Our interest income on cash, cash equivalents and investments is recorded monthly and reported as interest income and other in our condensed consolidated statements of operations.

Our cash equivalents and short-term investments are classified as investment, and are reported at fair value with unrealized gains/losses included in accumulated other comprehensive loss within stockholders’ equity on the consolidated balance sheets and in the consolidated statements of comprehensive income (loss). We view this investment portfolio as available for use in our current operations, and therefore we present our marketable securities as short-term assets.

We monitor our investments for impairment on a quarterly basis and determine whether a decline in fair value is other-than-temporary by considering factors such as current economic and market conditions, the credit rating of the security’s issuer, the length of time an investment’s fair value has been below our carrying value, the Company’s intent to sell the security and the Company’s belief that it will not be required to sell the security before the recovery of its amortized cost. If an investment’s decline in fair value is deemed to be other-than-temporary, we reduce its carrying value to its estimated fair value, as determined based on quoted market prices or liquidation values. Declines in value judged to be other-than-temporary, if any, are recorded in operations as incurred. At December 31, 2018, the Company evaluated its unrealized losses on marketable securities and determined them to be temporary. We currently do not intend to sell securities with unrealized losses, and we concluded that we will not be required to sell these securities before the recovery of their amortized cost basis. At September 30, 2019 and December 31, 2018, the fair value of cash, cash equivalents and investments was $43.2 million and $49.6 million, respectively.

The following is a summary of cash, cash equivalents and investments at September 30, 2019 and December 31, 2018 (in thousands):

As of September 30, 2019	Amortized Cost		Gross Unrealized Gains		Gross Unrealized Losses			Fair Value
Cash	$	9,294	$	—	$	—		$	9,294
Money market funds		10,357		—		—			10,357
Certificates of deposit		467		—		—			467
Commercial paper		4,445		—		(1	)		4,444
Corporate notes and bonds		10,225		9		—			10,234
U.S. government agency securities		9,956		2		—			9,958
	$	44,744	$	11	$	(1	)	$	44,754
Classified as:
Cash and cash equivalents	$	22,096	$	—	$	—		$	22,096
Short-term investments		22,648		11		(1	)		22,658
	$	44,744	$	11	$	(1	)	$	44,754

As of December 31, 2018	Amortized Cost		Gross Unrealized Gains		Gross Unrealized Losses			Fair Value
Cash	$	8,391	$	—	$	—		$	8,391
Money market funds		14,295		—		—			14,295
Certificates of deposit		1,171		—		(1	)		1,170
Commercial paper		3,986		—		(1	)		3,985
Corporate notes and bonds		14,899		—		(66	)		14,833
U.S. government agency securities		6,976		—		(1	)		6,975
	$	49,718	$	—	$	(69	)	$	49,649
Classified as:
Cash and cash equivalents	$	25,182	$	—	$	—		$	25,182
Short-term investments		24,536		—		(69	)		24,467
	$	49,718	$	—	$	(69	)	$	49,649

The following table summarizes the estimated fair value of our marketable securities classified by the stated maturity date of the security (in thousands):

	September 30, 2019		December 31, 2018
Due within one year	$	17,828	$	20,874
Due within two years		4,830		3,593
	$	22,658	$	24,467

Fair Value Measurements

Accounting Standards Codification (“ASC”) 820, Fair Value Measurements and Disclosures, defines fair value, establishes a framework for measuring fair value under generally accepted accounting principles and enhances disclosures about fair value measurements. Fair value is defined under ASC 820 as the exchange price that would be received for an asset or paid to transfer a liability (an exit price) in the principal or most advantageous market for the asset or liability in an orderly transaction between market participants on the measurement date. Valuation techniques used to measure fair value according to ASC 820 must maximize the use of observable inputs and minimize the use of unobservable inputs. The standard describes a fair value hierarchy based on three levels of inputs, of which the first two are considered observable and the last unobservable, that may be used to measure fair value, which are the following:

●  Level 1 - Quoted prices in active markets for identical assets or liabilities.

●  Level 2 - Inputs other than Level 1 that are observable, either directly or indirectly, such as quoted prices for similar assets or liabilities; quoted prices in markets that are not active; or other inputs that are observable or can be corroborated by observable market data for substantially the full term of the assets or liabilities.

●  Level 3 - Unobservable inputs that are supported by little or no market activity and that are significant to the fair value of the assets or liabilities.

In accordance with ASC 820, the following table represents our fair value hierarchy for our financial assets (cash equivalents and investments) measured at fair value on a recurring basis as of September 30, 2019 and December 31, 2018 (in thousands):

As of September 30, 2019	Level 1		Level 2		Level 3		Total
Money market funds	$	10,357	$	—	$	—	$	10,357
Certificates of deposit		—		467		—		467
Commercial paper		—		4,444		—		4,444
Corporate notes and bonds		—		10,234		—		10,234
U.S. government agency securities		—		9,958		—		9,958
Total	$	10,357	$	25,103	$	—	$	35,460

As of December 31, 2018	Level 1		Level 2		Level 3		Total
Money market funds	$	14,295	$	—	$	—	$	14,295
Certificates of deposit		—		1,170		—		1,170
Commercial paper		—		3,985		—		3,985
Corporate notes and bonds		—		14,833		—		14,833
U.S. government agency securities		—		6,975		—		6,975
Total	$	14,295	$	26,963	$	—	$	41,258

For short-term investments, measured at fair value using Level 2 inputs, we review trading activity and pricing for these investments as of the measurement date. When sufficient quoted pricing for identical securities is not available, we use market pricing and other observable market inputs for similar securities obtained from various third party data providers. These inputs either represent quoted prices for similar assets in active markets or have been derived from observable market data. Our policy is to recognize the transfer of financial instruments between levels at the end of our quarterly reporting period.

Concentrations of Credit Risk

Financial instruments that potentially subject us to concentrations of credit risk consist principally of cash equivalents, investments and trade accounts receivable. Our investment portfolio consists of investment grade securities. Except for obligations of the United States government and securities issued by agencies of the United States government, we diversify our investments by limiting our holdings with any individual issuer. We are exposed to credit risks in the event of default by the issuers to the extent of the amount recorded on the consolidated balance sheets. The credit risk in our trade accounts receivable is substantially mitigated by our evaluation of the customers’ financial conditions at the time we enter into business and reasonably short payment terms.

For the three months ended September 30, 2019, Comcast and Cox Communications accounted for 59% and 28%, respectively, of our total revenue. For the nine months ended September 30, 2019, Comcast and Cox Communications accounted for 64% and 23%, respectively, of our total revenue. For the three months ended September 30, 2018, Comcast and Cox Communications accounted for 70% and 16%, respectively, of our total revenue. For the nine months ended September 30, 2018, Comcast and Cox Communications accounted for 70% and 14%, respectively, of our total revenue. There were no other customers that accounted for 10% or more of total revenue for the three and nine months ended September 30, 2019 and 2018.

As of September 30, 2019, Comcast and Cox Communications accounted for 57% and 27%, respectively, of our total accounts receivable. As of December 31, 2018, Comcast and Cox Communications accounted for 69% and 15%, respectively, of our total accounts receivable. There were no other customers that accounted for 10% or more of our total accounts receivable as of September 30, 2019 and December 31, 2018.

Trade Accounts Receivable and Allowance for Doubtful Accounts

Trade accounts receivable are recorded at the invoiced amount. We perform evaluations of our customers’ financial condition and generally do not require collateral. We make judgments as to our ability to collect outstanding receivables and provide allowances for a portion of receivables when collection becomes doubtful. Reserves are made based on a specific review of all significant outstanding invoices. For those invoices not specifically provided for, reserves are recorded at differing rates, based on the age of the receivable. In determining these rates, we analyze our historical collection experience and current payment trends. The determination of past-due accounts is based on contractual terms. We had an allowance for doubtful accounts of $4,400 and $13,000 at September 30, 2019 and December 31, 2018, respectively.

Self-Funded Health Insurance

The Company maintains a self-funded health insurance program with a stop-loss umbrella policy with a third party insurer to limit the maximum potential liability for medical claims. With respect to this program, the Company considers historical and projected medical utilization data when estimating its health insurance program liability and related expense. As of September 30, 2019, the Company had approximately $437,000 in reserve for its self-funded health insurance program. As of December 31, 2018, the Company had approximately $585,000 in reserve for its self-funded health insurance program. The reserve is included in “other accrued liabilities” in the condensed consolidated balance sheets.

The Company regularly analyzes its reserves for incurred but not reported claims and for reported but not paid claims related to its self-funded insurance program. The Company believes its reserves are adequate. However, significant judgment is involved in assessing these reserves such as assessing historical paid claims, average lags between the claims’ incurred date, reported dates and paid dates, and the frequency and severity of claims. There may be differences between actual settlement amounts and recorded reserves and any resulting adjustments are included in expense once a probable amount is known.

Accumulated Other Comprehensive Loss

The components of accumulated other comprehensive loss, which relate entirely to accumulated foreign currency translation losses associated with our foreign subsidiaries and unrealized losses on investments, consisted of the following (in thousands):

	Foreign Currency Translation Losses			Unrealized Losses on Investments			Total
Balance as of December 31, 2018	$	(2,438	)	$	(69	)	$	(2,507	)
Current-period other comprehensive income		40			79			119
Balance as of September 30, 2019	$	(2,398	)	$	10		$	(2,388	)

Realized gains/losses on investments reclassified from accumulated other comprehensive loss are reported as interest income and other, net in our consolidated statements of operations.

The amounts noted in the condensed consolidated statements of comprehensive income (loss) are shown before taking into account the related income tax impact. The income tax effect allocated to each component of other comprehensive loss for each of the periods presented is not significant.

Stock-Based Compensation

We apply the provisions of ASC 718, Compensation - Stock Compensation, which requires the measurement and recognition of compensation expense for all stock-based payment awards, including grants of stock, restricted stock awards and options to purchase stock, made to employees and directors based on estimated fair values.

The fair value of our stock-based awards was estimated using the following weighted average assumptions for the three months and nine months ended September 30, 2019 and 2018. There were stock option and award grants during the three and nine months ended September 30, 2019 and 2018.

	Three Months Ended September 30,						Nine Months Ended September 30,
	2019			2018			2019			2018
Stock Option Plan:
Risk-free interest rate		1.6	%		2.9	%		1.7	%		2.4	%
Expected term		3 years			3.2 years			3 years			3 years
Volatility		37.3	%		39.5	%		35.6	%		41.2	%
Expected dividend		—	%		—	%		—	%		—	%
Weighted average fair value (per share)	$	0.43		$	0.88		$	0.52		$	0.84

	Three Months Ended September 30,					Nine Months Ended September 30,
	2019		2018			2019			2018
Employee Stock Purchase Plan:
Risk-free interest rate		—		2.09	%		2.43	%		2.09	%
Expected term		—		0.5 years			0.5 years			0.5 years
Volatility		—		32.55	%		32.98	%		32.55	%
Expected dividend		—		0	%		0	%		0	%
Weighted average fair value (per share)		—	$	0.72		$	0.24		$	0.72

We recorded the following stock-based compensation expense for the three and nine months ended September 30, 2018 and 2017 (in thousands):

	Three Months Ended September 30,				Nine Months Ended September 30,
	2019		2018		2019		2018
Stock-based compensation expense related to grants of:
Stock options	$	31	$	38	$	101	$	358
Employee Stock Purchase Plan (“ESPP”)		-		-		13		11
Restricted Stock Units (“RSU”)		48		64		107		217
	$	79	$	102	$	221	$	586
Stock-based compensation expense recognized in:
Cost of services	$	5	$	11	$	31	$	49
Cost of software and other		—		—		—		—
Research and development		6		9		21		33
Sales and marketing		7		14		31		40
General and administrative		61		68		138		464
	$	79	$	102	$	221	$	586

Earnings (Loss) Per Share

Basic earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding during the reporting period. Diluted earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding, including the effect of the potential issuance of common stock such as stock issuable pursuant to the exercise of stock options and warrants and vesting of RSUs using the treasury stock method when dilutive.

For the three months ended September 30, 2019 and 2018 and for the nine months ended September 30, 2019, diluted earnings per share was computed using our net income and the weighted average number of common shares outstanding, including the effect of the potential issuance of common stock such as stock issuable pursuant to the exercise of stock options and warrants and vesting of RSUs using the treasury stock method.  For the nine months ended September 30, 2018, we were in a loss position, therefore all shares were anti-dilutive.”

The following table sets forth the computation of basic and diluted earnings (loss) per share (in thousands, except per share amounts):

	Three Months Ended September 30,					Nine Months Ended September 30,
	2019		2018			2019		2018
Net income (loss)	$	1,593	$	(9,148	)	$	3,689	$	(9,518	)
Basic:
Weighted-average shares of common stock outstanding and used in computing basic income (loss) per share		19,011		18,805			18,977		18,786
Basic earnings (loss) per share		0.08		(0.49	)		0.19		(0.51	)
Diluted:
Weighted-average shares of common stock outstanding		19,011		18,805			18,977		18,786
Add: Common equivalent shares outstanding		34		-			49		-
Shares used in computing diluted earnings (loss) per share		19,045		18,805			19,026		18,786
Diluted earnings (loss) per share	$	0.08	$	(0.49	)	$	0.19	$	(0.51	)

The following potential common shares outstanding were excluded from the computation of diluted earnings (loss) per share because including them would have been antidilutive (in thousands):

	As of September 30,
	2019		2018
Stock options   ...		845		872
RSUs		131		96
		976		968

Warranties and Indemnifications

We generally provide a refund period on sales, during which refunds may be granted to consumers under certain circumstances, including our inability to resolve certain support issues. For our partnerships, the refund period varies by partner, but is generally between 5-14 days. For referral programs and direct transactions, the refund period is generally 5 days. For the majority of our end-user software products, we provide a 30-day money back guarantee. For all channels, we recognize revenue net of refunds and cancellations during the period. Refunds and cancellations have not been material to date.

We generally agree to indemnify our customers against legal claims that our end-user software products infringe certain third-party intellectual property rights. As of September 30, 2019, we have not been required to make any payment resulting from infringement claims asserted against our customers and have not recorded any related accruals.

Recent Accounting Pronouncements

Accounting Standards Adopted in the Current Period

Lease Accounting

In February 2016, the FASB issued ASU 2016-02, Leases (“ASU 2016-02”). This new standard establishes a right-of-use (ROU) model that requires a lessee to record a ROU asset and a lease liability on the balance sheet for all leases with terms longer than 12 months. Leases will be classified as either finance or operating, with classification affecting the pattern of expense recognition in the income statement. ASU 2016-02 is effective for fiscal years beginning after December 15, 2018, including interim periods within those fiscal years. Early adoption is permitted. In July 2018, the FASB issued ASU No. 2018-11 which provides an alternative transition method that allows entities to apply the new leases standard at the adoption date and recognize a cumulative-effect adjustment to the opening balance of retained earnings in the period of adoption. The Company has adopted the requirements of ASU 2016-02 on January 1, 2019, the first day of fiscal year 2019, and using the option transition method. The Company took advantage of the practical expedient options, which allows an entity not to reassess whether any existing or expired contracts contain leases. As of September 30, 2019, there was an increase in assets of $113,000 and liabilities of $113,000 since the adoption of the standard due to the recognition of the required right-of-use asset and corresponding liability for all lease obligations that are currently classified as operating leases with the difference of $0 related to existing deferred rent that reduced the ROU asset recorded. The standard did not have an impact in our consolidated income statements.

For information regarding the impact of Topic 842 adoption, see Significant Accounting Policies - Leases and Note 7— Leases.

New Accounting Standards to be adopted in Future Periods

Intangible Assets

In January 2017, the FASB issued Accounting Standards Update No. 2017-04, Intangibles—Goodwill and Other (Topic 350): Simplifying the Test for Goodwill Impairment (ASU 2017-04), which eliminates step two from the goodwill impairment test. Under ASU 2017-04, an entity should recognize an impairment charge for the amount by which the carrying amount of a reporting unit exceeds its fair value up to the amount of goodwill allocated to that reporting unit. This guidance will be effective for us in the first quarter of 2020 on a prospective basis, and early adoption is permitted. We do not expect the standard to have a material impact on our consolidated financial statements.

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Intangible Assets

9 Months Ended

Sep. 30, 2019

Goodwill and Intangible Assets Disclosure [Abstract]

Intangible Assets

In December 2006, we acquired the use of a toll-free telephone number for cash consideration of $250,000. This asset has an indefinite useful life.

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Leases (Tables)

9 Months Ended

Sep. 30, 2019

Leases [Abstract]

Summary of Leases Costs

	Nine Months Ended September 30, 2019
Operating leases
Operating lease right-of-use assets	$	113
Operating lease liabilities – short term	$	101
Operating lease liabilities – long-term		12
Total operating lease liabilities	$	113

Weighted Average Remaining Lease Term
Operating leases	1.0 years
Weighted Average Discount Rate
Operating leases	4.5	%

Summary of Operating Lease Liabilities

	Operating Leases
Remainder of 2019	$	46
2020		62
2021		5
2022		3
Total undiscounted cash flows		116
Less imputed interest		(3	)
Present value of lease liabilities	$	113

Supplemental Cash Flow Information

	Nine Months Ended September 30, 2019
Cash paid for amounts included in the measurement of lease liabilities:
Operating cash flows from operating leases	$	135
Right-of-use assets obtained in exchange for lease obligations:
Operating leases	$	-

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Other Accrued Liabilities (Details) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Other Liabilities Disclosure [Abstract]
Accrued expenses	$ 246	$ 338
Income tax	91	1
Self-insurance accruals	437	585
Other accrued liabilities	57	54
Total other accrued liabilities	$ 831	$ 978

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Leases (Details) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Leases [Abstract]
Operating lease right-of-use assets	$ 113	$ 0
Operating lease liabilities - short term	101	$ 0
Operating lease liabilities - long-term	12
Total operating lease liabilities	$ 113
Weighted average remaining lease term operating leases	1 year
Weighted average discount rate pperating leases	4.50%