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The Bottom Line
Service Providers and Support Services Dashboard
1.0 Report Summary
1.1 Purpose and Scope of Report
1.2 Terms and Definitions
1.3 Data Sources
1.4 Companies Briefed
2.0 The Support Environment Today
2.1 The Challenge of Customer Support
2.2 Consumers and Tech Support
2.3 Service Providers and Connected Home: Key Solutions
2.3.1 Remote Management
2Wire
Alcatel-Lucent
Allied Telesis
Alloptic
Axiros
Cisco
ClearAccess
Comtrend
Dimark
FinePoint Technologies
Genexis
Motorola
PacketFront
Pirelli Broadband Solutions
Telco Systems
Telcordia
Tilgin
Zhone Technologies
ZTE
2.3.2 Device Management
Cisco HNAP
OMA DM
UPnP DM
2.3.3 Installation and Configuration Tools
Affinegy
Cisco (Pure Networks)
Enure Networks
SingleClick Systems
3.0 Premium Technical Support Services
3.1 The Service Provider Value-added Services Push
3.2 Premium Support Services
3.2.1 Managed Internet Security and Parental Controls
F-Secure
Radialpoint
SecurityCoverage
3.2.2 Online Backup
F-Secure
Intronis
Radialpoint
SecurityCoverage
3.2.2 Premium Technical Support
Accenture
PlumChoice
Radialpoint
RSUPPORT
SecurityCoverage
4.0 Forecasts
4.1 Internet Security Subscriptions
4.2 Online Backup
4.3 Home Computer and Home Networking Services
4.3.1 Home Computer Troubleshooting
4.3.2 Home Computer Tune-up
5.0 Implications and Recommendations
© April 2010 Parks Associates
All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.
Printed in the United States of America.
Disclaimer
Parks Associates has made every reasonable effort to ensure that all information in this report is correct. We assume no responsibility for any inadvertent errors.
