Sunnyvale, CA – August 8, 2018 –, Inc. (NASDAQ: SPRT), a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware® anti-malware products, and the maker of® software, today reported unaudited financial results for its second quarter ended June 30, 2018.

“The company’s continued investment in driving growth opportunities combined with our ongoing cost containment efforts have started to bear fruit with an improved financial performance relative to the prior quarter,” said Rick Bloom, Interim President and Chief Executive Officer of the company. “Our investments comprise recruiting and training highly-skilled tech support agents for several of our major customers, as well as continuing to re-align our market-leading software offerings with our chat and live agent capabilities.”

Mr. Bloom continued, “While we have started to see some benefits from the investments to date, we note that consistent improvements in revenues and profits cannot be taken for granted. Nevertheless, we expect to continue investing in the business as long as the opportunities for growth are still present.”

“Our growth strategy remains focused on our unique combination of highly-skilled tech support agents and market-leading software offerings, as we believe these enable us to provide high quality customer support in a very cost efficient manner,” shared Mr. Bloom.

Q2 2018 Financial Summary

For the second quarter of 2018, total revenue was $17.5 million, up 20 percent compared to revenues of $14.5 million in the second quarter of 2017 and up 6 percent compared to revenues of $16.5 million in the first quarter of 2018.

On a GAAP basis, we recorded net income for the second quarter of 2018 of $0.4 million, or $0.02 per share, compared to a loss of $(0.2) million, or $(0.01) per share, in the second quarter of 2017 and a loss of $(0.8) million, or $(0.04) per share, in the first quarter of 2018.

On a non-GAAP basis, we recorded net income in the second quarter of 2018 of $0.5 million, or $0.03 per share, compared to income of $0.02 million, or $0.00 per share, in the second quarter of 2017 and a loss of $(0.4) million, or $(0.02) per share, in the first quarter of 2018.

On both a GAAP and non-GAAP basis, operating expenses for the second quarter of 2018 included $0.1 million in primarily legal expenses not associated with normal business operations. This compares with $0.1 million in the second quarter of 2017 and $0.02 million in the first quarter of 2018, both primarily legal expenses.

Key changes in our non-GAAP net income/(loss) included the following:

  • Gross profit decreased by $0.5 million in the second quarter compared to the same period in 2017, but was up $0.6 million compared to the first quarter of 2018.
  • Our gross profit margin declined by 6.7 percentage points compared with the same quarter of 2017, but was up 2.7 percentage points relative to the first quarter of 2018. The increase from the first quarter reflected the benefits from our investment in recruiting and training agents with several key major customers.
  • Operating expenses in the second quarter of 2018 were $2.7 million, lower by $0.9 million (24 percent) than the $3.5 million of operating expenses in the second quarter of 2017, and lower by $0.4 million (12 percent) than the $3.1 million of operating expenses in the first quarter of 2018.
  • Our lower operating expenses as compared with the year-ago quarter reflects the impact of our cost saving initiatives during 2017, which included operational efficiencies, tighter fiscal controls on headcount and spending, and the renegotiation of certain vendor agreements.

Non-GAAP income/(loss) excludes stock-based compensation and the amortization of intangible assets. Collectively, these items impacted income/(loss) from continuing operations by $0.1 million in the second quarter of 2018, $0.2 million in the second quarter of 2017, and $0.4 million in the first quarter of 2018. A reconciliation of GAAP to non-GAAP results is presented in the tables below.

Balance Sheet Information

At June 30, 2018, cash, cash equivalents and short-term investments were $48.8 million, compared to $49.2 million at December 31, 2017.

Total assets as of June 30, 2018 were $63.7 million and total shareholders’ equity was $56.4 million. will not host a conference call discussing the Company’s second quarter results. For more information, please visit the Investor Relations section of the website at

About, Inc. (NASDAQ: SPRT) is a leading provider of support services and software to deliver next-generation technical support. helps leading brands in software, electronics, communications, retail, and other connected technology industries deepen their customer relationships. Customers want technology that works the way it’s intended. By using services and software, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues. For more information, please visit or follow us @support_com., Inc. is an Equal Opportunity Employer. For more information, visit

© 2018, Inc. All rights reserved. and the logo are trademarks or registered trademarks of, Inc. in the United States and other countries. All other marks are the property of their respective owners.

Safe Harbor Statement

This press release contains “forward-looking statements” as defined under the U.S. federal securities laws, including the Private Securities Litigation Reform Act of 1995, and is subject to the safe harbors created by such laws. Forward-looking statements include, for example, all statements relating to expected financial performance (including without limitation statements involving growth and projections of revenue, margin, profitability, income (loss) from continuing operations, income (loss) per share from continuing operations, cash usage or generation, cash balance as of any future date, capital structure and other financial items); the plans and objectives of management for future operations, customer relationships, products, services or investments; personnel matters; and future performance in economic and other terms. Such forward-looking statements are based on current expectations that involve a number of uncertainties and risks that may cause actual events or results to differ materially from those indicated by such forward-looking statements, including, among others, our ability to retain and grow major programs, our ability to expand and diversify our customer base, our ability to market and sell our Cloud (formerly “Nexus®”) software-as-a-service (SaaS) offering, our ability to maintain and grow revenue, our ability to successfully develop new products and services, our ability to manage our workforce, our ability to operate in markets that are subject to extensive regulations, such as support for home security systems, our ability to control expenses and achieve desired margins, our dependence on a small number of customers and partners, our ability to attract, train and retain talented employees, potential intellectual property, class action or other litigation, our ability to utilize and realize the value of our net operating loss carryforwards and how they could be substantially limited or permanently impaired, given our current market capitalization and cash position, our ability to execute the cost reduction program involving the planned actions on the expected schedule, our ability to achieve the cost savings expected in connection with the cost reduction plan, the ultimate effect of any such cost reductions on our financial results, and our ability to manage the effects of the cost reduction plan on our workforce and other operations. These and other risks may be detailed from time to time in’s periodic reports filed with the Securities and Exchange Commission, including, but not limited to, its latest Annual Report on Form 10-K and its latest Quarterly Report on Form 10-Q, copies of which may be obtained from assumes no obligation to update its forward-looking statements, except as may otherwise be required by the federal securities laws.

Disclosure Regarding Non-GAAP Financial Measures excludes stock-based compensation expense and amortization of intangible assets and other from its GAAP results, in order to determine the non-GAAP financial measures of Net income (loss) and Net earnings (loss) per share, as described in A and B below. We believe that the non-GAAP measures, when viewed in addition to and not in lieu of our reported GAAP results, assist investors in understanding our results of operations.

A. Stock-based compensation expense. Management excludes stock-based compensation expense when evaluating its performance from period to period because such expenses do not require cash settlement and because such expenses are not used by management to assess the performance of the Company’s business. Stock-based compensation expense was $108,000 in the second quarter of 2018, compared to $177,000 in the second quarter of 2017 and $377,000 in the first quarter of 2018.

B. Amortization of intangible assets. The Company does not acquire businesses on a predictable cycle; therefore, management excludes acquisition-related intangible asset amortization and related charges when evaluating its operating performance. Amortization of intangible assets was zero in the second quarter of 2018, compared to $6,000 in the second quarter of 2017 and zero in the first quarter of 2018.

The Company believes that non-GAAP financial measures have significant limitations in that they do not reflect all of the amounts associated with the Company’s financial results as determined in accordance with GAAP and that these measures should only be used to evaluate the Company’s financial results in conjunction with the corresponding GAAP measures. In addition, the exclusion of the items indicated above from the non-GAAP financial measures presented does not indicate an expectation by management that such items will not be incurred in subsequent periods.

(in thousands)
June 30, 2018(1)December 31, 2017
Current assets:
Cash, cash equivalents and short-term investments$48,761$49,233
Accounts receivable, net12,30011,951
Prepaid expenses and other current assets651802
Total current assets61,71261,986
Property and equipment, net1,0061,133
Intangible assets, net250250
Other assets776984
Total assets$63,744$64,353
Liabilities and Stockholders’ Equity
Current liabilities:
Accounts payable and accrued compensation (3)$4,037$3,661
Other accrued liabilities (3)1,1411,330
Short-term deferred revenue1,4502,006
Total current liabilities6,6286,997
Long-term deferred revenue13
Other long-term liabilities738885
Total liabilities7,3667,895
Stockholders’ equity:
Common stock42
Additional paid-in-capital268,443267,857
Treasury stock(5,297)(5,297)
Accumulated other comprehensive loss(2,406)(2,108)
Accumulated deficit(204,366)(203,996)
Total stockholders’ equity56,37856,458
Total liabilities and stockholders’ equity$63,744$64,353
Note 1: Amounts are subject to completion of management’s customary closing and review procedures.


(in thousands, except per share amounts)
Three Months Ended
Six Months Ended
June 30, 2018 (1)March 31, 2018
June 30, 2017June 30, 2018 (1)
June 30, 2017
    Software and other1,2481,3221,3602,5702,735
       Total revenue17,46816,52214,50733,99028,797
Cost of revenue:
   Cost of services (2)14,46214,11110,99028,57322,201
   Cost of software and other (2)465592101186
      Total cost of revenue14,50814,16611,08228,67422,387
Gross profit2,9602,3563,4255,3166,410
Operating expenses:
   Research and development (2)6817118751,3921,798
   Sales and marketing (2)4095505839591,390
   General and administrative (2)1,6772,1462,2353,8234,851
   Amortization of intangible assets
and other
      Total operating expenses2,7673,4073,6996,1748,055
Income/(loss) from operations193(1,051)(274)(858)(1,645)
Interest income and other, net230205154435287
Income/(loss) before income taxes423(846)(120)(423)(1,358)
Income tax provision/(benefit)27(80)45(53)93
Net income/(loss)$396$(766)$(165)$(370)$(1,451)
Net earnings/(loss) per share (3)
Shares used in computing per
share amounts: (3)
Note 2: Includes stock-based compensation expense as follows:
Three Months EndedSix Months Ended
June 30, 2018March 31, 2018June 30, 2017June 30, 2018June 30, 2017
Cost of revenue:
   Cost of services$17$21$22$38$64
   Cost of software and other3
Operating expenses:
   Research and development1014392480
   Sales and marketing719152622
   General and administrative7432310139798

Note 3: On January 20, 2017, the Company implemented a 1-for-3 reverse stock split. All share and per share information contained within this press release has been retroactively adjusted to reflect the effects of the reverse stock split.


(in thousands, except per share amounts)
Three Months Ended
Six Months Ended
June 30, 2018
March 31, 2018
 June 30, 2017
June 30, 2018
June 30, 2017
GAAP cost of revenue$14,508$14,166$11,082$28,674$22,387
   Stock-based compensation expense
(Cost of revenue portion only)
Non-GAAP cost of revenue$14,491$14,145$11,060$28,636$22,320
GAAP operating expenses$2,767$3,407$3,699$6,174$8,055
   Stock-based compensation expense
(Excl. cost of revenue portion)
   Amortization of intangible assets and other(6)(16)
Non-GAAP operating expenses$2,676$3,051$3,538$5,727$7,839
GAAP net income/loss)$396$(766)$(165)$(370)$(1,451)
   Stock-based compensation expense108377177485267
   Amortization of intangible assets and other616
Total impact of Non-GAAP exclusions108377183485283
Non-GAAP net income/(loss)$504$(389)$18$115$(1,168)
Earnings/(loss) per share (3)
   Basic – GAAP$0.02$(0.04)$(0.01)$(0.02)$(0.08)
   Basic – Non-GAAP$0.03$(0.02)$0.00$0.01)$(0.06)
   Diluted – GAAP$0.02$(0.04)$(0.01)$(0.02)$(0.08)
   Diluted – Non-GAAP$0.03$(0.02)$0.00$0.01$(0.06)
Shares used in computing per share amounts (GAAP) (3)
Shares used in computing per share amounts
(Non-GAAP) (3)
The adjustments above reconcile the Company’s GAAP financial results to the non-GAAP financial measures used by the Company. The Company’s non-GAAP financial measures exclude stock-based compensation expense, and amortization of intangible assets and other. The Company believes that presentation of these non-GAAP items provides meaningful supplemental information to investors, when viewed in conjunction with, and not in lieu of, the Company’s GAAP results. However, the non-GAAP financial measures have not been prepared under a comprehensive set of accounting rules or principles. Non-GAAP information should not be considered in isolation from, or as a substitute for, information prepared in accordance with GAAP. Moreover, there are material limitations associated with the use of non-GAAP financial measures. See the text of this press release for more information on non-GAAP financial measures.
2018 amounts are subject to completion of management’s customary closing and review procedures.

Investor Contact:
Dean Morris
Investor Relations,