• Filing Date: 2021-03-30
  • Form Type: 10-K
  • Description: Annual report
v3.21.1
Document and Entity Information - USD ($)
12 Months Ended
Dec. 31, 2020
Mar. 05, 2021
Jun. 30, 2020
Cover [Abstract]      
Entity Registrant Name Support.com, Inc.    
Entity Central Index Key 0001104855    
Current Fiscal Year End Date --12-31    
Entity Well-known Seasoned Issuer No    
Entity Voluntary Filers No    
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 Interactive Data Current Yes    
Entity Incorporation, State or Country Code DE    
Entity File Number 000-30901    
Entity Public Float     $ 26,900,000
Entity Common Stock, Shares Outstanding   19,656,591  
Document Fiscal Year Focus 2020    
Document Fiscal Period Focus FY    
Document Type 10-K    
Amendment Flag false    
Document Period End Date Dec. 31, 2020    
v3.21.1
CONSOLIDATED BALANCE SHEETS - USD ($)
$ in Thousands
Dec. 31, 2020
Dec. 31, 2019
Current assets:    
Cash and cash equivalents $ 13,526 $ 10,087
Short-term investments 16,441 16,327
Accounts receivable 6,975 9,398
Prepaid expenses and other current assets 670 728
Total current assets 37,612 36,540
Property and equipment, net 1,115 533
Intangible assets 0 250
Right of use assets, net 61 68
Other assets 478 649
Total assets 39,266 38,040
Current liabilities:    
Accounts payable 366 277
Accrued compensation 1,735 1,610
Other accrued liabilities 879 940
Short-term lease liability 58 61
Short-term deferred revenue 881 1,193
Total current liabilities 3,919 4,081
Other long-term liabilities 911 792
Total liabilities 4,830 4,873
Commitments and contingencies (Note 3)
Stockholders' equity:    
Common stock; par value $0.0001, 50,000 shares authorized; 19,973 issued and 19,490 outstanding at December 31, 2020 and 19,537 issued and 19,054 outstanding at December 31, 2019 2 2
Additional paid-in capital 250,954 250,092
Treasury stock, at cost (483 shares at December 31, 2020 and 2019) (5,297) (5,297)
Accumulated other comprehensive loss (2,419) (2,380)
Accumulated deficit (208,804) (209,250)
Total stockholders' equity 34,436 33,167
Total liabilities and stockholders' equity $ 39,266 $ 38,040
v3.21.1
CONSOLIDATED BALANCE SHEETS (Parenthetical) - $ / shares
Dec. 31, 2020
Dec. 31, 2019
Stockholders' equity:    
Common stock, par value $ 0.0001 $ 0.0001
Common stock, shares authorized (in thousands) 50,000 50,000
Common stock, shares issued (in thousands) 19,973 19,537
Common stock, shares outstanding (in thousands) 19,490 19,054
Treasury stock (in thousands) 483 483
v3.21.1
CONSOLIDATED STATEMENTS OF OPERATIONS - USD ($)
$ in Thousands
12 Months Ended
Dec. 31, 2020
Dec. 31, 2019
Revenue:    
Revenue $ 43,864 $ 63,333
Costs of revenue:    
Total cost of revenue 28,921 46,865
Gross profit 14,943 16,468
Operating expenses:    
Engineering and IT 3,655 4,078
Sales and marketing 2,362 1,760
General and administrative 8,874 7,679
Total operating expenses 14,891 13,517
Income from operations 52 2,951
Interest income and other, net 496 1,049
Income before income taxes 548 4,000
Income tax provision 102 154
Net income $ 446 $ 3,846
Net income per share - basic and diluted $ 0.02 $ .20
Weighted average common shares outstanding - basic (in thousands) 19,192 18,977
Weighted average common shares outstanding - diluted (in thousands) 19,369 19,026
Service    
Revenue:    
Revenue $ 42,079 $ 59,545
Costs of revenue:    
Total cost of revenue 28,697 46,714
Software and Other    
Revenue:    
Revenue 1,785 3,788
Costs of revenue:    
Total cost of revenue $ 224 $ 151
v3.21.1
CONSOLIDATED STATEMENTS OF COMPREHENSIVE INCOME - USD ($)
$ in Thousands
12 Months Ended
Dec. 31, 2020
Dec. 31, 2019
Statement of Comprehensive Income [Abstract]    
Net income $ 446 $ 3,846
Other comprehensive income (loss):    
Foreign currency translation adjustment (44) 49
Net unrealized gain on investments 5 78
Other comprehensive income (loss) (39) 127
Comprehensive income $ 407 $ 3,973
v3.21.1
CONSOLIDATED STATEMENTS OF STOCKHOLDERS' EQUITY - USD ($)
$ in Thousands
Common Stock
Additional Paid-In Capital
Treasury Stock
Accumulated Other Comprehensive Loss
Accumulated Deficit
Total
Beginning balance, shares (in thousands) at Dec. 31, 2018 18,955          
Beginning balance at Dec. 31, 2018 $ 2 $ 268,794 $ (5,297) $ (2,507) $ (213,096) $ 47,896
Net income 3,846 3,846
Dividend payout   (19,054)       (19,054)
Other comprehensive income       127   127
Issuance of common stock upon exercise of stock options for cash and releases of RSUs, shares (in thousands) 73          
Issuance of common stock upon exercise of stock options for cash and releases of RSUs           0
Issuance of common stock under employee stock purchase plan, shares (in thousands) 26          
Issuance of common stock under employee stock purchase plan   48       48
Stock-based compensation expense   304       304
Ending balance, shares (in thousands) at Dec. 31, 2019 19,054          
Ending balance at Dec. 31, 2019 $ 2 250,092 (5,297) (2,380) (209,250) 33,167
Net income 446 446
Other comprehensive income       (39)   (39)
Issuance of common stock upon exercise of stock options for cash and releases of RSUs, shares (in thousands) 392          
Issuance of common stock upon exercise of stock options for cash and releases of RSUs   191       191
Issuance of common stock under employee stock purchase plan, shares (in thousands) 44          
Issuance of common stock under employee stock purchase plan   37       37
Stock-based compensation expense   634       634
Ending balance, shares (in thousands) at Dec. 31, 2020 19,490          
Ending balance at Dec. 31, 2020 $ 2 $ 250,954 $ (5,297) $ (2,419) $ (208,804) $ 34,436
v3.21.1
CONSOLIDATED STATEMENTS OF CASH FLOWS - USD ($)
$ in Thousands
12 Months Ended
Dec. 31, 2020
Dec. 31, 2019
Operating Activities:    
Net income $ 446 $ 3,846
Adjustments to reconcile net income to net cash provided by (used in) operating activities:    
Depreciation 314 294
Amortization of premiums and discounts on investments 65 83
Stock-based compensation expense 634 304
Impairment of intangible asset 250 0
Changes in assets and liabilities:    
Accounts receivable, net 2,423 2,893
Prepaid expenses and other current assets 41 282
Other long-term assets 142 40
Accounts payable 87 (92)
Accrued compensation 120 (1,804)
Accrued legal settlement 0 (10,000)
Other accrued liabilities (46) 26
Other long-term liabilities 104 18
Deferred revenue (312) 58
Net cash provided by (used in) operating activities 4,268 (4,052)
Investing Activities:    
Purchases of property and equipment (896) (124)
Disposal of property and equipment 0 3
Purchase of investments (13,375) (34,898)
Proceeds from sale of investments 0 9,766
Maturities of investments 13,200 33,267
Net cash provided by (used in) investing activities (1,071) 8,014
Financing Activities:    
Payment of dividend 0 (19,054)
Proceeds from exercise of stock options 191 0
Proceeds from employee stock purchase plan 37 48
Net cash provided by (used in) financing activities 228 (19,006)
Effect of exchange rate changes on cash and cash equivalents 14 (51)
Net increase (decrease) in cash and cash equivalents 3,439 (15,095)
Cash and cash equivalents at beginning of year 10,087 25,182
Cash and cash equivalents at end of year 13,526 10,087
Supplemental disclosure of cash flow information:    
Cash paid for income tax $ 135 $ 98
v3.21.1
Organization and Summary of Significant Accounting Policies
12 Months Ended
Dec. 31, 2020
Organization, Consolidation and Presentation of Financial Statements [Abstract]  
Organization and Summary of Significant Accounting Policies

Nature of Operations

 

Support.com, Inc. (“Support.com,” “the Company,” “We” or “Our”) was incorporated in the state of Delaware on December 3, 1997. Our common stock trades on the Nasdaq Capital Market under the symbol “SPRT.”

 

We provide customer and technical support solutions delivered by home-based employees. Our homesourcing model, which enables outsourced work to be delivered by people working from home, has been specifically designed for remote work and optimized for security, recruiting, training, delivery and employee engagement.

 

We provide outsourced customer care and cloud-based technology platforms to companies in multiple industry verticals, helping them strengthen customer relationships and brand loyalty, increase revenue, and reduce costs. We serve clients in verticals such as healthcare, retail, communication services, and technology with omnichannel programs that include voice, chat, and self-service. We meet client needs through our scalable, global network of home-based employees and secure, proprietary, cloud-based platforms. With our fully distributed team, we are able to flex staffing levels and skill sets to address client requirements, offering business process continuity. We custom-profile customer care professionals (called “experts”) who meet the requirements for the work-from-home environment and for specific client criteria related to industry experience, skill set, etc.

 

We offer fully-managed premium technical support programs to our enterprise clients that are upsold to the clients’ end customers. These tailored programs can be bundled with complementary services or offered on a stand-alone basis as a subscription or one-time purchase. These tech support programs help clients drive incremental revenue, reduce costs, and increase customer satisfaction.

 

Basis of Presentation

 

The consolidated financial statements include the accounts of Support.com and its wholly-owned foreign subsidiaries. All intercompany transactions and balances have been eliminated.

 

Impact of Disease Outbreak

 

On March 11, 2020, the World Health Organization declared the outbreak of a respiratory disease caused by a new coronavirus as a “pandemic.” First identified in late 2019 and known now as COVID-19, the outbreak has impacted millions of individuals worldwide. In response, many countries have implemented measures to combat the outbreak which have impacted global business operations. During 2020 and as of the financial statement date of issuance, our operations have not been significantly impacted; however, we continue to monitor the situation. With respect to the pandemic, no impairments were recorded as of the balance sheet date as no triggering events or changes in circumstances had occurred as of December 31, 2020; however, due to significant uncertainty surrounding the situation, management's judgment regarding this could change in the future. In addition, while our results of operations, cash flows and financial condition have not been significantly impacted to date, they could be negatively impacted in the future. The extent of the impact, if any, cannot be reasonably estimated at this time.

 

Foreign Currency Translation

 

The functional currency of our foreign subsidiaries is generally the local currency. Assets and liabilities of our wholly owned foreign subsidiaries are translated from their respective functional currencies at exchange rates in effect at the balance sheet date, and revenues and expenses are translated at average exchange rates prevailing during the year. Any material resulting translation adjustments are reflected as a separate component of stockholders’ equity in accumulated other comprehensive income. Realized foreign currency transaction gains (losses) were not material during the years ended December 31, 2020 and 2019.

 

Use of Estimates

 

The preparation of financial statements in conformity with accounting principles generally accepted in the United States requires management to make estimates and assumptions that affect the amounts reported in the 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.

 

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. Periodically throughout the year, we have maintained balances in various operating accounts in excess of federally insured limits. 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.

 

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 consolidated statements of operations.

 

Our cash equivalents and short-term investments are classified as investments, 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. 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, our intent to sell the security and our belief that we 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, 2020, we evaluated unrealized losses on security investments 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 December 31, 2020 and 2019, the estimated fair value of cash, cash equivalents and investments was $30.0 million and $26.4 million, respectively. At December 31, 2020 and 2019, the amount of our foreign subsidiary cash, cash equivalents and investments was $4.3 million and $4.2 million, respectively. The following is a summary of cash, cash equivalents and investments at December 31, 2020 and 2019 (in thousands):

 

As of December 31, 2020   Amortized Cost    

Gross

Unrealized Gains

   

Gross

Unrealized Losses

    Fair Value  
Cash   $ 10,918     $     $     $ 10,918  
Money market funds     1,258                   1,258  
Certificates of deposit     492                   492  
Commercial paper     3,274             (1 )     3,273  
Corporate notes and bonds     9,423       4             9,427  
U.S. government treasury     4,599                   4,599  
    $ 29,964     $ 4     $ (1 )   $ 29,967  
Classified as:                                
Cash and cash equivalents   $ 13,526     $     $     $ 13,526  
Short-term investments     16,438       4       (1 )     16,441  
    $ 29,964     $ 4     $ (1 )   $ 29,967  

 

As of December 31, 2019   Amortized Cost    

Gross

Unrealized Gains

   

Gross

Unrealized Losses

    Fair Value  
Cash   $ 7,814     $     $     $ 7,814  
Money market funds     1,137                   1,137  
Certificates of deposit     475                   475  
Commercial paper     6,912             (1 )     6,911  
Corporate notes and bonds     7,922       15       (4 )     7,933  
U.S. government agency securities     2,145             (1 )     2,144  
    $ 26,405     $ 15     $ (6 )   $ 26,414  
Classified as:                                
Cash and cash equivalents   $ 10,087     $     $     $ 10,087  
Short-term investments     16,318       15       (6 )     16,327  
    $ 26,405     $ 15     $ (6 )   $ 26,414  

 

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

 

    December 31,  
    2020     2019  
Due within one year   $ 13,248     $ 12,754  
Due within two years     3,193       3,573  
    $ 16,441     $ 16,327  

 

We determined that the gross unrealized losses on our security investments as of December 31, 2020 are temporary in nature. The fair value of our security investments at December 31, 2020 and 2019 reflects net unrealized gains of $3,000 and $9,000, respectively. There were net realized gains of $1,000 and $2,000 on security investments in the years ended December 31, 2020 and 2019, respectively. The cost of securities sold is based on the specific identification method.

 

The following table sets forth the unrealized gains/losses for security investments as of December 31, 2020 and 2019 (in thousands):

 

As of December 31, 2020  

In Gain Position

Less Than 12 Months

   

In Loss Position

More Than 12 Months

    Total in Gain Position  
Description   Fair Value     Unrealized Gain     Fair Value     Unrealized Loss     Fair Value     Unrealized Gain  
Certificates of deposit   $ 492     $     $     $     $ 492     $  
Corporate notes and bonds     9,502       5       3,195       (2 )     12,697       3  
U.S. government agency securities     4,599                         4,599        
Total   $ 14,593     $ 6     $ 3,195     $ (2 )   $ 17,788     $ 3  

 

As of December 31, 2019  

In Gain Position

Less Than 12 Months

   

In Loss Position

More Than 12 Months

    Total in Gain Position  
Description   Fair Value     Unrealized Gain     Fair Value     Unrealized Loss     Fair Value     Unrealized Gain  
Certificates of deposit   $ 475     $     $     $     $ 475     $  
Corporate notes and bonds     10,120       15       4,714       (5 )     14,834       10  
U.S. government agency securities     2,145       (1 )                 2,145       (1 )
Total   $ 12,740     $ 14     $ 4,714     $ (5 )   $ 17,454     $ 9  

 

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. Our allowances are made based on a specific review of all significant outstanding invoices. For those invoices not specifically provided for, allowances 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.

 

The following table summarizes the allowance for doubtful accounts as of December 31, 2020 and 2019 (in thousands):

 

    Amount  
Balance, December 31, 2018   $ 13  
Provision for doubtful accounts     40  
Accounts written off     (25 )
Balance, December 31, 2019     28  
Provision for doubtful accounts     37  
Accounts written off     (61 )
Balance, December 31, 2020   $ 4  

 

As of December 31, 2020 and 2019, our two largest customers accounted for approximately 90% and 92% of our total accounts receivable, respectively. No other customers accounted for 10% or more of our total accounts receivable as of December 31, 2020 and 2019.

 

Property and Equipment

 

Property and equipment are stated at cost, less accumulated depreciation and amortization which is determined using the straight-line method over the estimated useful lives of two to five years for computer equipment and software, three years for furniture and fixtures, and the shorter of the estimated useful lives or the lease term for leasehold improvements. Repairs and maintenance costs are expensed as they are incurred.

 

Intangible Assets

 

In December 2006, we acquired the use of a toll-free telephone number for cash consideration of $250,000. This asset had an indefinite useful life. The intangible asset is tested for impairment annually or more often if events or changes in circumstances indicate that the carrying value may not be recoverable. During the year ended December 31, 2020, we determined this indefinite-lived intangible asset was fully impaired, and we recognized a non-cash impairment loss as an operating expense in our consolidated statement of operations.

 

Long-Lived Assets

 

We assess long-lived assets, which includes property and equipment and identifiable intangible assets, for impairment whenever events or changes in circumstances indicate that the carrying amount of an asset may not be recoverable. An impairment loss would be recognized when the sum of the future net cash flows expected to result from the use of the asset and its eventual disposition is less than its carrying amount. If our estimates regarding future cash flows derived from such assets were to change, we may record an impairment charge to the value of these assets. Such impairment loss would be measured as the difference between the carrying amount of the asset and its fair value.

 

Leases

 

We account for leases in accordance with Accounting Standards Codification (“ASC”) 842. We recognize operating and finance lease liabilities and corresponding right-of-use (“ROU”) assets on the consolidated balance sheets and provide enhanced disclosures surrounding the amount, timing and uncertainty of cash flows arising from leasing arrangements. We determine if an arrangement is a lease at inception. Operating leases are included in operating lease 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.

 

ROU assets represent the right to use an underlying asset for the lease term and lease liabilities represent the 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. The implicit rate is used when readily determinable. The operating lease ROU asset also includes any lease payments made and excludes lease incentives. The 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. We account for the lease and non-lease components as a single lease component.

 

We have entered into various non-cancelable operating lease agreements for certain offices and certain equipment. The Louisville, Colorado and Sunnyvale, California office leases were both renewed during the year ended December 31, 2020, and will expire on April 30, 2021 and March 31, 2021, respectively.

 

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. Revenue is disaggregated by type as presented in the consolidated statements of operations and is consistent with how we evaluate our financial performance.

 

Under ASC 606, revenue is recognized when control of the promised goods or services is transferred to our customers, in an amount that reflects the consideration we expect to be entitled to in exchange for those goods or services.

 

We determine revenue recognition through the following steps:

 

identification of the contract, or contracts, with a customer;

 

identification of the performance obligations in the contract;

 

determination of the transaction price;

 

allocation of the transaction price to the performance obligations in the contract; and

 

recognition of revenue when, or as, we satisfy a performance obligation.

 

Services Revenue

 

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

 

We offer customer support, technical support, and technology services to large corporations, consumers and SMBs, directly and 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. In direct transactions, we sell directly to the customer at the retail price.

 

The 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 experts. These service programs also include performance standards, which may result in incentives or penalties, which are recognized as earned or incurred.

 

Tier-Based Services – In connection with the provisions of certain services programs, fees are calculated on partner subscription tiers based on number of subscribers. For these programs, we recognize revenue as services are performed, and are billed based on the tier level of number of subscribers supported by our experts.

 

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.

 

In certain cases, we are paid for services that are sold but not yet delivered. We initially record such balances as deferred revenue, and recognize revenue when the service has been provided or, on the non-subscription portion of these balances, when the likelihood of the service being redeemed by the customer is remote (“services breakage”). Based on our historical redemption patterns for these relationships, we believe that the likelihood of a service being delivered more than 90 days after sale is remote. We therefore recognize non-subscription deferred revenue balances older than 90 days as services revenue. For the years ended December 31, 2020 and 2019, services breakage revenue accounted for less than 1% of total services revenue.

 

The following table represents deferred revenue activity for the years ended December 31, 2020 and 2019 (in thousands):

 

    Amount  
Balance, December 31, 2018   $ 1,135  
Deferred revenue     1,887  
Recognition of unearned revenue     (1,829 )
Balance, December 31, 2019     1,193  
Deferred revenue     1,243  
Recognition of unearned revenue     (1,555 )
Balance, December 31, 2020   $ 881  

 

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. For the years ended December 31, 2020 and 2019, revenue from implementation services was not material.

 

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 primarily on an annual subscription with automatic renewal. We provide regular, significant upgrades over the subscription period and therefore recognize revenue for these products ratably over the subscription period. 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 software upgrades are unpredictable and therefore we recognize revenue consistent with the sale of the 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.

 

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.

 

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.

 

Engineering and IT Costs

 

Engineering and IT expenditures are charged to operations as they are incurred.

 

Software Development Costs

 

We expense software development costs before technological feasibility is reached. Based on our product development process, technological feasibility is established on the completion of a working model. We determined that technological feasibility is reached shortly before the product is ready for general release and therefore capitalized development costs incurred are immaterial during the periods presented.

 

Purchased Technology for Internal Use

 

We capitalize costs related to software that we license and incorporate into our product and service offerings or develop for internal use.

 

Advertising Costs

 

Advertising costs are recorded as sales and marketing expense in the period in which they are incurred. Advertising expense was $0.2 million and $24,000 for the years ended December 31, 2020 and 2019, respectively.

 

Earnings Per Share

 

Basic earnings per share is computed using our net income and the weighted-average number of common shares outstanding during the reporting period. Diluted earnings per share is 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 when dilutive.

 

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

 

    Years Ended December 31,  
    2020     2019  
             
Net income   $ 446     $ 3,846  
                 
Basic:                
Weighted-average common shares outstanding     19,192       18,977  
Basic earnings per share   $ 0.02     $ 0.20  
Diluted                
Weighted-average common shares outstanding     19,192       18,977  
Effect of dilutive securities:                
Stock options and restricted stock units     177       49  
Diluted weighted-average commons shares outstanding     19,369       19,026  
Diluted earnings per share   $ 0.02     $ 0.20  

 

Accumulated Other Comprehensive Income

 

The components of accumulated other comprehensive loss relate entirely to accumulated foreign currency translation gain (losses) associated with our foreign subsidiaries and unrealized gains (losses) on investments.

 

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 consolidated statements of comprehensive income are shown before taking into account the related income tax impact. The income tax effect allocated to each component of other comprehensive income for each of the periods presented is not material.

 

Stock-Based Compensation

 

We apply the provisions of Accounting Standards Codification (“ASC”) 718, Compensation – Stock Compensation, which requires the measurement and recognition of compensation expense for all stock-based payment awards, including grants of restricted stock units (“RSUs”) and options to purchase stock, made to employees and directors based on estimated fair values.

 

In accordance with ASC 718, Compensation – Stock Compensation, we recognize stock-based compensation by measuring the cost of services to be rendered based on the grant date fair value of the equity award. We recognize stock-based compensation over the period an employee is required to provide service in exchange for the award, generally referred to as the requisite service period. For awards with market-based performance conditions, the cost of the awards is recognized as the requisite service is rendered by employees, regardless of when, if ever, the market-based performance conditions are satisfied.

 

The Black-Scholes option pricing model is used to estimate the fair value of service-based stock options and shares purchased under our Employee Stock Purchase Plan (“ESPP”). The determination of the fair value of options is affected by our stock price and a number of assumptions, including expected volatility, expected life, risk-free interest rate and expected dividends. We use historical data for estimating the expected volatility. For certain stock options awards, we use historical data for estimating the expected life of stock options and for others, we use the simplified method for estimating the expected life. The simplified method was used during 2020 for “plain vanilla” (as defined by the SEC) stock option awards. The risk-free interest rate assumption is based on observed interest rates appropriate for the expected terms of the stock options.

 

The Monte-Carlo simulation model is used to estimate fair value of market-based performance stock options. The Monte-Carlo simulation model calculates multiple potential outcomes for an award and establishes a fair value based on the most likely outcome. Key assumptions for the Monte-Carlo simulation model include the risk-free rate, expected volatility, expected dividends and the correlation coefficient.

 

The fair value of restricted stock grants is based on the closing market price of our stock on the date of grant less the expected dividend yield.

 

Income Taxes

 

Income taxes are accounted for under the asset and liability method. Under this method, deferred tax assets and liabilities are recognized for the estimated future tax consequences attributable to differences between the financial statement carrying amounts of existing assets and liabilities and their respective tax bases, and operating losses and tax credit carryforwards. Deferred tax assets and liabilities are measured using enacted tax rates in effect for the year in which those temporary differences are expected to be reversed or settled. The effect on deferred tax assets and liabilities of a change in tax rates is recognized in the consolidated statements of operations in the period that includes the enactment date. A valuation allowance is recorded to reduce the carrying amounts of deferred tax assets, if it is more likely than not, that such assets will not be realized. Our deferred tax asset and related valuation allowance decreased by $2.6 million to $43 million. As the deferred tax asset is fully allowed for, this change had no impact on our financial position or results of operations.

 

Warranties and Indemnifications

 

We generally provide a refund period on sales, during which refunds may be granted to consumers under certain circumstances. During the years ended December 31, 2020 and 2019, any refunds granted to consumers were immaterial to the financial statements.

 

Fair Value Measurements

 

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.

 

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 December 31, 2020 and 2019 (in thousands):

 

As of December 31, 2020   Level 1     Level 2     Level 3     Total  
Money market funds   $ 1,258     $     $     $ 1,258  
Certificates of deposit           492             492  
Commercial paper           3,273             3,273  
Corporate notes and bonds           9,427             9,427  
U.S. government agency securities           4,599             4,599  
Total   $ 1,258     $ 17,791     $     $ 19,049  

 

As of December 31, 2019   Level 1     Level 2     Level 3     Total  
Money market funds   $ 1,137     $     $     $ 1,137  
Certificates of deposit           475             475  
Commercial paper           6,911             6,911  
Corporate notes and bonds           7,933             7,933  
U.S. government agency securities           2,144             2,144  
Total   $ 1,137     $ 17,463     $     $ 18,600  

 

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 that the end of our quarterly reporting period determines when transfers of financial instruments between levels are recognized. No transfers were made between level 1, level 2 and level 3 for the years ended December 31, 2020 and 2019.

 

Segment Information

 

We report our operations as a single operating segment and has a single reporting unit. Our Chief Operating Decision Maker (“CODM”), our Chief Executive Officer, manages our operations on a consolidated basis for purposes of allocating resources. When evaluating performance and allocating resources, the CODM reviews financial information presented on a consolidated basis.

 

Revenue from customers located outside the United States was immaterial for the years ended December 31, 2020 and 2019.

 

For the years ended December 31, 2020 and 2019, our two largest customers accounted for 87% and 88% of our total revenue, respectively. There were no other customers that accounted for 10% or more of our total revenue in any of the periods presented.

 

Long-lived assets are attributed to the geographic location in which they are located. We include in long-lived assets all tangible assets. Long-lived assets by geographic areas are as follows (in thousands):

 

    December 31,  
    2020     2019  
United States   $ 1,110     $ 532  
Philippines     4       1  
India     1        
Total   $ 1,115     $ 533  

 

Recent Accounting Pronouncements

 

Recently Adopted Accounting Standards

 

In August 2018, the FASB issued Accounting Standard Update (“ASU”) No. 2018-13, Changes to Disclosure Requirements for Fair Value Measurements (Topic 820) (ASU 2018-13), which improved the effectiveness of disclosure requirements for recurring and nonrecurring fair value measurements. The standard removes, modifies, and adds certain disclosure requirements. We adopted the new standard effective January 1, 2020 and the standard did not have an impact on the consolidated financial statements.

 

New Accounting Standards to be adopted in Future Periods

 

In December 2019, the FASB issued ASU No. 2019-12, Income Taxes (Topic 740): Simplifying the Accounting for Income Taxes (ASU 2019-12), which simplifies the accounting for income taxes. This guidance will be effective in the first quarter of 2021 on a prospective basis, and early adoption is permitted. We do not expect the new standard to have a material impact on the consolidated financial statements.

 

In June 2016, the FASB issued ASU 2016-13, Financial Instruments—Credit Losses (Topic 326): Measurement of Credit Losses on Financial Instruments. The standard's main goal is to improve financial reporting by requiring earlier recognition of credit losses on financing receivables and other financial assets in scope. The effective date for all public companies, except smaller reporting companies, is fiscal years beginning after December 15, 2019, including interim periods within those fiscal years. The effective date for all other entities is fiscal years beginning after December 15, 2022, including interim periods within those fiscal years. We do not expect the new standard to have a material impact on the consolidated financial statements.

 

v3.21.1
Property and Equipment
12 Months Ended
Dec. 31, 2020
Property, Plant and Equipment [Abstract]  
Property and Equipment

Property and equipment are stated at cost, less accumulated depreciation, and consist of the following as of December 31, 2020 and 2019 (in thousands):

 

    December 31,  
    2020     2019  
Computer equipment and software   $ 8,114     $ 7,233  
Furniture and office equipment     140       142  
Leasehold improvements     348       348  
Construction in progress     50       32  
Accumulated depreciation     (7,537 )     (7,222 )
Total property and equipment, net   $ 1,115     $ 533  

 

Depreciation expense was $0.3 million and $0.3 million for the years ended December 31, 2020 and 2019, respectively.

 

v3.21.1
Commitments and Contingencies
12 Months Ended
Dec. 31, 2020
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, requiring us to produce certain documents and materials and to answer certain interrogatories relating to PC Healthcheck, an obsolete software program that we developed on behalf of a third party for their use with their customers. The investigation relates to us providing software like PC Healthcheck to third parties for their use prior to December 31, 2016, when we were under management of the previous board and executive team. Since issuing the CID, the FTC has sought additional written and testimonial evidence. We have cooperated fully with the FTC’s investigation and provided all requested information. In addition, we have not used PC Healthcheck nor provided it to any customers since December 2016.

 

On March 9, 2018, the FTC notified us that it was willing to engage in settlement discussions. On November 6, 2018, Support.com and the FTC entered into a proposed Stipulation to Entry of Order for Permanent Injunction and Monetary Judgment (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 resolved the FTC’s multi-year investigation of Support.com.

 

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

 

Additionally, pursuant to the Consent Order, we agreed to implement certain new procedures and enhance certain existing procedures. For example, the Consent Order necessitates that we cooperate with representatives of the Commission on associated investigations if needed; imposes requirements on Support.com regarding obtaining acknowledgements of the Consent Order and compliance certification, including record creation and maintenance; and prohibits us 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. We continue to monitor the impact of the Consent Order regularly. If we are unable to comply with the Consent Order, then this could result in a material and adverse impact to the results of operations and financial condition.

 

Verizon Media. As previously disclosed, on March 22, 2010, the Company and AOL Fulfillment Services, who now does business as Verizon Media (“Verizon Media”), entered into a Fulfillment Services Promotion and Marketing Agreement (“Agreement”). The Agreement related to the development and sale of certain products and services. The Company sold software products to Verizon Media pursuant to the terms of the Agreement under two programs – SUPERAntiSpyware and Computer Check-Up. Verizon Media offered these software products to its end-customers. On May 24, 2019, the Company received a letter from Verizon Media providing notice that it wished to terminate the Agreement and work with the Company to wind-down all remaining subscriptions for both programs. The Company has wound-down all services under the Computer Check-Up program and the SUPERAntiSpyware program. In connection with the termination of the Computer Check-Up program, Verizon Media requested that the Company fund rebates to its end-customers who elect to accept a refund offer from Verizon Media. Although the Company made no agreement to fund such a program, Verizon Media commenced its rebate program.

 

On November 15, 2019, the Company received a letter from Verizon Media informing the Company that, to date, Verizon Media has issued rebates totaling $2.6 million and requesting reimbursement of this amount from the Company (the “Dispute”). Subsequently, the parties entered into negotiations toward a settlement of any potential claims, which culminated in the execution of a Confidential Settlement and Release Agreement dated September 29, 2020, pursuant to which the Company issued a one-time payment to Verizon Media in exchange for a full and complete release from any claims related to or arising out of the Dispute. The Company admitted no liability and incurred no financial impact from the settlement, as the payment was funded by the Company’s insurance carrier.

 

Other Matters

 

We have 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. We intend to cooperate with these information requests and is not aware of any other legal proceedings against us 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 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.

 

v3.21.1
Other Accrued and Other Long-Term Liabilities
12 Months Ended
Dec. 31, 2020
Other Liabilities Disclosure [Abstract]  
Other Accrued and Other Long-Term Liabilities

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

 

    December 31,  
    2020     2019  
Accrued expenses   $ 369     $ 536  
Self-insurance accruals     270       404  
Payroll tax deferral     240        
Total other accrued liabilities   $ 879     $ 940  

 

Other long-term liabilities consist of the following (in thousands):

 

    December 31,  
    2020     2019  
Deferred tax liability, net     443       428  
Long-term income tax payable     223       355  
Payroll tax deferral     240        
Other long-term liabilities     5       9  
Total other long-term liabilities   $ 911     $ 792  

 

v3.21.1
Stockholders' Equity
12 Months Ended
Dec. 31, 2020
Stockholders' Equity Note [Abstract]  
Stockholders' Equity

During the year ended December 31, 2020, 0.1 million shares of common stock were issued as a result of the exercise of stock options. During the year ended December 31, 2019, no shares of common stock were issued as a result of the exercise of stock options.

 

During the year ended December 31, 2020, 0.2 million shares of common stock were issued as a result of RSU releases. During the year ended December 31, 2019, 0.1 million shares of common stock were issued as a result of RSU releases.

 

During the year ended December 31, 2020, 44,000 shares of common stock were issued under the ESPP. During the year ended December 30, 2019, 26,000 shares of common stock were issued under the ESPP.

 

Stock Repurchase Program

 

On April 27, 2005, our Board of Directors (“Board”) authorized the repurchase of up to 666,666 outstanding shares of our common stock. As of September 30, 2020, the maximum number of shares remaining that can be repurchased under this program was 602,467. No shares were repurchased during the year ended December 31, 2020. We do not intend to repurchase shares without further approval from the Board.

 

2019 Cash Dividend

 

As a part of the board of directors’ ongoing capital allocation review, on December 6, 2019 the board of directors authorized and declared a special cash distribution of $1.00 per share on each outstanding share of our common stock. The record date for this distribution was December 17, 2019 and the payment date was December 26, 2019. Accordingly, we paid $19.1 million to shareholders on December 26, 2019. In connection with the special cash distribution of $1.00 per share, the exercise price on all outstanding options as of December 27, 2019 was reduced by $1.00 as permitted under the 2010 and 2014 Plans which includes an anti-dilution feature designed to equalize the fair value of options as a result of a transaction such as this special distribution. This adjustment did not affect the fair value, vesting conditions or classification of the outstanding options.

 

Stockholder Rights Agreement and Tax Benefits Preservation Plan

 

Our board adopted a Section 382 Tax Benefits Preservation Plan in an effort to diminish the risk that our ability to utilize net operating loss carryovers (collectively, the “NOLs”) to reduce potential future federal income tax obligations may become substantially limited. Our stockholders approved the Section 382 Tax Benefits Preservation Plan at our annual meeting of stockholders held on June 5, 2020. Under the Internal Revenue Code of 1986, as amended (the “Code”), and the regulations promulgated thereunder by the U.S. Treasury Department, these NOLs may be “carried forward” in certain circumstances to offset any current and future taxable income and thus reduce federal income tax liability, subject to certain requirements and restrictions. However, if we experience an “ownership change,” within the meaning of Section 382 of the Code (“Section 382”), our ability to utilize the NOLs may be substantially limited, and the timing of the usage of the NOLs could be substantially delayed, which could therefore significantly impair the value of those assets. Section 382 and the Treasury regulations thereunder make our commercial risk from a Section 382 limitation triggering event particularly acute given the relative size of current cash on hand to market capitalization. As applied to our current cash position and current market capitalization, if we were to experience an ownership change, it would be subject to Section 382’s “non-business asset” limitation, which would result in permanently losing all $145.6 million of our NOLs.

 

The Section 382 Tax Benefits Preservation Plan is intended to act as a deterrent to any person or group acquiring beneficial ownership of 4.99% or more of the outstanding Common Stock without the approval of the board (such person, an “Acquiring Person”). A person who acquires, without the approval of the board, beneficial ownership (other than as a result of repurchases of stock by the Company, dividends or distributions by the Company or certain inadvertent actions by stockholders) of 4.99% or more of the outstanding common stock (including any ownership interest held by that person's Affiliates and Associates as defined under the Section 382 Tax Benefits Preservation Plan) could be subject to significant dilution. Stockholders who beneficially own 4.99% or more of the outstanding common stock prior to the first public announcement by the Company of the board’s adoption of the Section 382 Tax Benefits Preservation Plan will not trigger the Section 382 Tax Benefits Preservation Plan so long as they do not acquire beneficial ownership of additional shares of the Common Stock (other than pursuant to a dividend or distribution paid or made by the Company on the outstanding shares of Common Stock or pursuant to a split or subdivision of the outstanding shares of Common Stock) at a time when they still beneficially own 4.99% or more of such stock. In addition, the board retains the sole discretion to exempt any person or group from the penalties imposed by the Section 382 Tax Benefits Preservation Plan.

 

In the event that a person becomes an Acquiring Person, each holder of a Right, other than Rights that are or, under certain circumstances, were beneficially owned by the Acquiring Person (which will thereupon become void), will thereafter have the right to receive upon exercise of a Right and payment of the Purchase Price, and subject to the terms, provisions and conditions of the Section 382 Tax Benefits Preservation Plan, a number of shares of the Common Stock having a market value of two times the Purchase Price.

 

v3.21.1
Stock-Based Compensation
12 Months Ended
Dec. 31, 2020
Share-based Payment Arrangement [Abstract]  
Stock-Based Compensation

Equity Compensation Plan

 

We adopted the amended and restated 2010 Equity and Performance Incentive Plan (the “2010 Plan”), effective as of May 19, 2010. Under the 2010 Plan, the number of shares of Common Stock that may be issued will not exceed in the aggregate 1,666,666 shares of Common Stock plus the number of shares of common stock relating to prior awards under the 2000 Omnibus Equity Incentive Plan that expire, are forfeited or are cancelled after the adoption of the 2010 Plan, subject to adjustment as provided in the 2010 Plan. Pursuant to approval from our shareholders, the number of shares of common stock that may be issued under the 2010 Plan was increased by 750,000 shares of common stock in May 2013 and 333,333 shares in June 2016. No grants will be made under the 2010 Plan after the tenth anniversary of its effective date. At the 2020 Annual Meeting, our stockholders approved the amendment and restatement of the 2010 Plan (such plan, after the amendment and restatement is now the Third Amended and Restated 2010 Equity and Performance Incentive Plan, referred to herein as the “Restated Plan”). The purpose of amending the 2010 Plan was (i) to increase the number of shares of common stock available for issuance under the Restated Plan by 2,000,000 shares, (ii) to extend the term of the 2010 Plan, which otherwise would have expired on May 19, 2020, so that the Restated Plan will continue until terminated by the Board in its discretion, and (iii) to eliminate obsolete provisions while adding other provisions consistent with certain compensation and governance best practices. As of December 31, 2020, approximately 4.0 million shares remain available for grant under the Restated Plan.

 

We adopted the 2014 Inducement Award Plan (the “Inducement Plan”), effective as of May 13, 2014. Under the Inducement Plan, the number of shares of common stock that may be issued will not exceed in the aggregate 666,666 shares of common stock. As of December 31, 2020, approximately 0.2 million shares remain available for grant under the Inducement Plan.

 

Employee Stock Purchase Plan

 

Effective May 15, 2011, our Board and stockholders approved an ESPP and reserved 333,333 shares of our common stock for issuance. The ESPP was established to advance our interests and our stockholders' interests by providing an incentive to attract, retain and reward eligible employees and by motivating such persons to contribute to our growth and profitability. At the 2020 Annual Meeting of stockholders, our stockholders approved a proposal amending and restating the 2011 ESPP to (i) increase the maximum number of shares of common stock available for future issuance under the ESPP by 1,000,000 shares, (ii) extend the term, which otherwise would have expired on May 15, 2021, so that the ESPP will continue until terminated by the Board in its discretion, and (iii) make certain other administrative changes.

 

The ESPP consists of six-month offering periods during which employees may enroll in the plan. Shares of common stock may be purchased under the ESPP at a price established by the Compensation Committee of the Board of Directors, provided that the price may 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. As of December 31, 2020, approximately 1.1 million shares remain available for issuance under the ESPP.

 

Stock-Based Compensation

 

We recorded the following stock-based compensation expense of $0.6 million and $0.3 million, respectively, for the fiscal years ended December 31, 2020 and 2019 as follows (in thousands):

 

    Years Ended December 31,  
    2020     2019  
Stock-based compensation expense related to grants of:            
Stock options   $ 224     $ 130  
RSU     374       155  
ESPP     36       19  
Total   $ 634     $ 304  
Stock-based compensation expense recognized in:                
Cost of service   $ 28     $ 40  
Engineering and IT     25       25  
Sales and marketing     38       38  
General and administrative     543       201  
Total   $ 634     $ 304  

 

The fair value of our stock-based awards was estimated using the following weighted average assumptions for the years ended December 31, 2020 and 2019:

 

    2010 Plan/Restated Plan     Employee Stock Purchase Plan  
    2020     2019     2020     2019  
Risk-free interest rate     0.4 %     1.7 %     0.2 %     2.0 %
Expected term (in years)     6.1       3.1       0.5       0.5  
Volatility     42.5 %     35.6 %     74.4 %     42.4 %
Expected dividend     0.0 %     0.0 %     0.0 %     0.0 %
Weighted-average grant date fair value   $ 0.55     $ 0.52     $ 0.34     $ 0.43  

 

Stock Options

 

The following tables represent stock option activity for the years ended December 31, 2020 and 2019:

 

    Number of shares     Weighted-average exercise price per share     Weighted-average remaining contractual term (in years)     Aggregate intrinsic value (in thousands)  
Outstanding at December 31, 2018     803     $ 2.89       8.43     $ 54  
Granted     90       0.94                  
Exercised                            
Forfeited     (77 )     1.97                  
Outstanding at December 31, 2019     816     $ 1.77       7.49     $ 16  
Granted     2,394       1.56                  
Exercised     (147 )     1.30               116  
Forfeited     (434 )     1.58                  
Outstanding at December 31, 2020     2,629     $ 1.64       8.79     $ 1,605  
Exercisable at December 31, 2020     724     $ 1.74       6.77     $ 468  

 

A summary of additional information related to the options outstanding as of December 31, 2020 under the 2010 and 2014 Plans are as follows:

 

Plan

  Option plans ranges of exercise prices     Number of outstanding options     Weighted-average remaining contractual life     Weighted-average exercise price  
2010 Plan/Restated Plan   $ 1.29 – $16.67       2,029,176       8.61     $ 1.86  
Inducement Plan   $ 0.56 – $16.67       600,000       9.37     $ 1.33  
              2,629,176                  

 

As of December 31, 2020, $1.1 million of unrecognized compensation cost related to existing options was outstanding, which is expected to be recognized over a weighted average period of 3.0 years.

 

Restricted Stock Units

 

The following table represents RSU activity for the years ended December 31, 2020 and 2019:

 

    Number of shares     Weighted-average exercise price per share     Weighted-average remaining contractual term (in years)     Aggregate intrinsic value (in thousands)  
Outstanding at December 31, 2018     96     $ 2.78       0.60     $ 227  
Granted     243       1.39                  
Vested     (73 )     2.06                  
Forfeited     (17 )     2.75                  
Outstanding at December 31, 2019     249     $ 1.62       0.60     $ 271  
Granted     127       1.97                  
Vested     (245 )     1.57                  
Forfeited                            
Outstanding at December 31, 2020     131     $ 2.05       0.70     $ 287  

 

As of December 31, 2020, $0.2 million of unrecognized compensation cost related to RSUs was outstanding, which is expected to be recognized within one year.

 

v3.21.1
Income Taxes
12 Months Ended
Dec. 31, 2020
Income Tax Disclosure [Abstract]  
Income Taxes

The components of our income before income taxes are as follows (in thousands):

 

    Years Ended December 31,  
    2020     2019  
United States   $ 50     $ 3,634  
Foreign     498       366  
Total   $ 548     $ 4,000  

 

The provision for income taxes from continuing operations consisted of the following (in thousands):

 

    Years Ended December 31,  
    2020     2019  
Current:            
Federal   $     $  
State     9       16  
Foreign     45       118  
Total current   $ 54     $ 134  
                 
Deferred:                
Federal   $     $  
State            
Foreign     48       20  
Total deferred   $ 48     $ 20  
                 
Provision for income taxes   $ 102     $ 154  

 

The reconciliation of the Federal statutory income tax rate to our effective income tax rate is as follows (in thousands):

 

    Years Ended December 31,  
    2020     2019  
Provision of Federal statutory rate   $ 115     $ 835  
State taxes     9       16  
Permanent differences/other     1,825       (13 )
Stock-based compensation     (23 )     23  
Federal valuation allowance used     (1,824 )     (707 )
Provision for income taxes   $ 102     $ 154  

 

Deferred income taxes reflect the net tax effects of temporary differences between the carrying amounts of assets and liabilities for financial reporting purposes and the amounts used for income tax purposes. Significant components of our deferred tax assets and liabilities are as follows (in thousands):

 

    Years Ended December 31,  
    2020     2019  
Deferred tax assets            
Fixed assets   $ 13     $ 78  
Accruals and reserves     122       92  
Stock options     247       197  
Net operating loss carryforwards     36,608       38,335  
Federal and state credits     3,227       3,461  
Foreign credits     163       159  
Intangible assets     1,497       1,789  
Research and development expense     1,487       1,858  
Gross deferred tax assets     43,364       45,969  
Valuation allowance     (43,238 )     (45,846 )
Total deferred tax assets     126       123  
                 
Deferred tax liabilities (1)     (569 )     (551 )
                 
Net deferred liabilities   $ (443 )   $ (428 )

 

(1) Of this amount, $554,000 relates to the Indian subsidiaries unremitted earnings deferred tax liability. The net deferred income tax liabilities are recorded in other long-term liabilities in the accompanying balance sheet.

 

ASC 740, Income Taxes, provides for the recognition of deferred tax assets if realization of such assets is more likely than not to occur. Based on management’s review of both the positive and negative evidence, which includes our historical operating performance, reported cumulative net losses since inception and difficulty in accurately forecasting results, we have concluded that it is not more likely than not that we will be able to realize all of our U.S. deferred tax assets. Therefore, we have provided a full valuation allowance against U.S. deferred tax assets.

 

Based on management’s review of both positive and negative evidence, which includes the historical operating performance of our Canadian subsidiary, we have concluded that it is more likely than not that we will be able to realize a portion of the Canadian deferred tax assets. Therefore, we have a partial valuation allowance on Canadian deferred tax assets. There is no valuation allowance against our Indian deferred tax assets. We reassess the need for a valuation allowance on a quarterly basis.

 

Based on management’s review discussed above, the realization of deferred tax assets is dependent on improvements over present levels of pre-tax income. Until we are consistently profitable in the U.S., we will not realize our deferred tax assets.

 

Beginning in 2018, the Tax Cuts and Jobs Act of 2017 (“Tax Act”) provides a 100% deduction for dividends received from 10-percent owned foreign corporations by U.S. corporate shareholders, subject to a one-year holding period. Although dividend income is now exempt from U.S. federal tax in the hands of the U.S. corporate shareholders, companies must still apply the guidance of ASC 740-30-25-18 to account for the tax consequences of outside basis differences and other tax impacts of their investments in non-U.S. subsidiaries. Deferred income taxes have not been provided on the cumulative undistributed earnings of foreign subsidiaries except for a change in assertion at December 31, 2017 for Support.com India Private Ltd. The amount of cumulative undistributed Indian subsidiary’s earnings at December 31, 2017 for which we are changing our assertion under ASC 740-30-25 was $2.67 million. Under the Tax Act, all foreign subsidiaries’ accumulated earnings through December 31, 2020 has been included in U.S. taxable income. As such, the only tax related to the Indian subsidiary remittance would be a dividend distribution tax of $554,000 as of December 31, 2020.

 

The net valuation allowance decreased by approximately $2.6 million and $0.4 million during the years ended December 31, 2020 and 2019, respectively. As of December 31, 2020, we had Federal and state net operating loss carryforwards of approximately $145.6 million and $80.3 million, respectively. The Federal net operating loss and credit carryforwards will expire at various dates beginning in 2021 through 2040, if not utilized. Approximately $22.5 million of Federal net operating loss carryforward is expected to expire in 2021. The state net operating loss carryforwards will expire at various dates beginning in 2021 through 2040, if not utilized.

 

We also had Federal and state research and development credit carryforwards of approximately $2.8 million and $2.4 million, respectively. The federal credits expire in varying amounts between 2021 and 2031. The state research and development credit carryforwards do not have an expiration date.

 

Utilization of net operating loss carryforwards and credits may be subject to substantial annual limitation or could be lost due to the ownership change limitations provided by the Internal Revenue Code of 1986, as amended and similar state provisions. The annual limitation may result in the expiration of net operating losses and credits before utilization.

 

ASC 740-10 clarifies the accounting for uncertainties in income taxes by prescribing guidance for the recognition, de-recognition and measurement in financial statements of income tax positions taken in previously filed tax returns or tax positions expected to be taken in tax returns, including a decision whether to file or not to file in a particular jurisdiction. ASC 740-10 requires the disclosure of any liability created for unrecognized tax benefits. The application of ASC 740-10 may also affect the tax bases of assets and liabilities and therefore may change or create deferred tax liabilities or assets.

 

A reconciliation of the beginning and ending amount of unrecognized tax benefits is as follows (in thousands):

 

    Years Ended December 31,  
    2020     2019  
Balance, beginning of year   $ 2,121     $ 2,117  
Increase related to prior year tax positions     3       4  
Decrease related to prior year tax positions     (126 )      
Settlements with tax authorities     (78 )      
Balance, end of year   $ 1,920     $ 2,121  

 

The total amount of unrecognized tax benefits that, if recognized, would affect our tax rate, are $0.1 million and $0.1 million as of December 31, 2020 and 2019, respectively.

 

Our policy is to include interest and penalties related to unrecognized tax benefits within the provision for (benefit from) income taxes. As of December 31, 2020 and 2019, we had $0.1 million and $0.1 million, respectively, accrued for payment of interest and penalties related to unrecognized tax benefits.

 

As of December 31, 2020, it is reasonably possible that the balance of unrecognized tax benefits could significantly change within the next twelve months. However, an estimate of the range of reasonably possible adjustments cannot be made at this time.

 

We file federal, state and foreign income tax returns in jurisdictions with varying statutes of limitations. Due to our net operating loss carryforwards, our income tax returns generally remain subject to examination by federal and most state authorities. In our foreign jurisdictions, the 2009 through 2020 tax years remain subject to examination by their respective tax authorities.

 

We are required to make periodic filings in the jurisdictions where we are deemed to have a presence for tax purposes. We have undergone audits in the past and have paid assessments arising from these audits. Our India entity was issued notices of income tax assessment pertaining to the 2004 – 2009 fiscal years. The notices claimed that the transfer price used in our inter-company agreements resulted in understated income in our Indian entity. During the fourth quarter of 2020, the Company re-evaluated the probability of its tax position and partially released the ASC 740-10 reserve related to India transfer pricing for several assessment years that were settled with the Indian tax authorities in November and December of 2020. As of December 31, 2020, the ASC 740-10 reserve for India transfer pricing totals $0.1 million. As a result of this settlement, the Company no longer records an ASC 740-10 reserve related to fiscal years 2004-2005 and 2005-2006.

 

We may be subject to other income tax assessments in the future. We evaluate estimated expenses that could arise from those assessments in accordance with ASC 740-10. We consider such factors as the degree of probability of an unfavorable outcome and the ability to make a reasonable estimate on the amount of expenses. We record the estimated liability amount of those assessments that meet the definition of an uncertain tax position under ASC 740-10.

 

v3.21.1
Leases
12 Months Ended
Dec. 31, 2020
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 during 2021. As of December 31, 2020, the weighted average remaining lease term and weighted average discount rate for operating leases was 0.6 years and 4.5%, respectively.

 

Total operating lease expense was $0.3 million and $0.5 million for the years ended December 31, 2020 and 2019, respectively.

 

The following table provides a summary of leases by balance sheet location:

 

    Years Ended December 31,  
Operating leases   2020     2019  
Right-of-use assets   $ 61     $ 68  
                 
Lease liabilities – short term   $ 58     $ 61  
Lease liabilities – long-term     3       7  
Total lease liabilities   $ 61     $ 68  

 

The following represents maturities of operating lease liabilities as of December 31, 2020 (in thousands):

 

    Operating leases  
2021   $ 59  
2022     3  
Total   $ 62  
Less: imputed interest     (1 )
Present value of lease liabilities   $ 61  

 

For the year ended December 31, 2020, supplemental cash flow information related to leases are as follows (in thousands):

 

Operating cash flows from operating leases   $ 181  
Right-of-use assets obtained in exchange for lease obligations   $ 169  

 

As of December 31, 2020, minimum payments due under all non-cancelable lease agreements were as follows (in thousands):

 

Years Ending December 31,

  Operating Leases  
2021   $ 59  
2022     3  
Total minimum lease payments   $ 62  

 

v3.21.1
Subsequent Events
12 Months Ended
Dec. 31, 2020
Subsequent Events [Abstract]  
Subsequent Events

On March 19, 2021, the Company and Greenidge Generation Holdings, Inc. (“Greenidge”) entered into an Agreement and Plan of Merger (the “Merger Agreement”) providing, among other things, that on the terms and subject to the conditions set forth therein, Greenidge will acquire the Company through a merger of a wholly owned subsidiary of Greenidge with and into the Company (the “Merger”). The Company will survive as a wholly owned subsidiary of Greenidge. The Merger is subject to customary closing conditions, including the approval of the shareholders of the Company. The Merger is expected to close during the third quarter of 2021. Effective as of the closing of the Merger, all outstanding shares of the Company’s common stock and all outstanding restricted stock units and options to purchase shares of the Company’s common stock will be cancelled and converted into the right to receive shares of Class A Common Stock of Greenidge (the “Greenidge Common Stock”). Following completion of the Merger, it is expected that the Company’s stockholders and holders of stock options and restricted stock units collectively will own approximately 8% of the outstanding shares of the Greenidge Common Stock, and existing Greenidge stockholders are expected to own approximately 92% of the Greenidge Common Stock. If the Merger Agreement is terminated under certain circumstances, the Company will be required to pay a termination fee.

 

In connection with and as a condition to Greenidge's willingness to enter into the Merger Agreement, on March 19, 2021, the Company entered into a subscription agreement (the "Subscription Agreement") with 210 Capital, LLC (“210 Capital”), pursuant to which 210 Capital subscribed for and purchased, and the Company issued and sold, an aggregate of 3,909,871 shares of the Company’s Common Stock for a purchase price of $1.85 per share, for aggregate gross proceeds to the Company of $7,233,261.35. Pursuant to and subject to the terms and conditions set forth in the Subscription Agreement, among other things, and only upon any termination of the Merger Agreement, the Company has agreed that, not later than the earlier of (i) thirty (30) days following the date of such termination and (ii) December 31, 2021, it will increase the size of the Company’s board of directors in order to appoint two individuals designated by 210 Capital to the board of directors for a term expiring at the next succeeding annual meeting of the Company’s stockholders.

 

v3.21.1
Organization and Summary of Significant Accounting Policies (Policies)
12 Months Ended
Dec. 31, 2020
Organization, Consolidation and Presentation of Financial Statements [Abstract]  
Nature of Operations

Support.com, Inc. (“Support.com,” “the Company,” “We” or “Our”) was incorporated in the state of Delaware on December 3, 1997. Our common stock trades on the Nasdaq Capital Market under the symbol “SPRT.”

 

We provide customer and technical support solutions delivered by home-based employees. Our homesourcing model, which enables outsourced work to be delivered by people working from home, has been specifically designed for remote work and optimized for security, recruiting, training, delivery and employee engagement.

 

We provide outsourced customer care and cloud-based technology platforms to companies in multiple industry verticals, helping them strengthen customer relationships and brand loyalty, increase revenue, and reduce costs. We serve clients in verticals such as healthcare, retail, communication services, and technology with omnichannel programs that include voice, chat, and self-service. We meet client needs through our scalable, global network of home-based employees and secure, proprietary, cloud-based platforms. With our fully distributed team, we are able to flex staffing levels and skill sets to address client requirements, offering business process continuity. We custom-profile customer care professionals (called “experts”) who meet the requirements for the work-from-home environment and for specific client criteria related to industry experience, skill set, etc.

 

We offer fully-managed premium technical support programs to our enterprise clients that are upsold to the clients’ end customers. These tailored programs can be bundled with complementary services or offered on a stand-alone basis as a subscription or one-time purchase. These tech support programs help clients drive incremental revenue, reduce costs, and increase customer satisfaction.

 

Basis of Presentation

The consolidated financial statements include the accounts of Support.com and its wholly-owned foreign subsidiaries. All intercompany transactions and balances have been eliminated.

 

Impact of Disease Outbreak

On March 11, 2020, the World Health Organization declared the outbreak of a respiratory disease caused by a new coronavirus as a “pandemic.” First identified in late 2019 and known now as COVID-19, the outbreak has impacted millions of individuals worldwide. In response, many countries have implemented measures to combat the outbreak which have impacted global business operations. During 2020 and as of the financial statement date of issuance, our operations have not been significantly impacted; however, we continue to monitor the situation. With respect to the pandemic, no impairments were recorded as of the balance sheet date as no triggering events or changes in circumstances had occurred as of December 31, 2020; however, due to significant uncertainty surrounding the situation, management's judgment regarding this could change in the future. In addition, while our results of operations, cash flows and financial condition have not been significantly impacted to date, they could be negatively impacted in the future. The extent of the impact, if any, cannot be reasonably estimated at this time.

 

Foreign Currency Translation

The functional currency of our foreign subsidiaries is generally the local currency. Assets and liabilities of our wholly owned foreign subsidiaries are translated from their respective functional currencies at exchange rates in effect at the balance sheet date, and revenues and expenses are translated at average exchange rates prevailing during the year. Any material resulting translation adjustments are reflected as a separate component of stockholders’ equity in accumulated other comprehensive income. Realized foreign currency transaction gains (losses) were not material during the years ended December 31, 2020 and 2019.

 

Use of Estimates

The preparation of financial statements in conformity with accounting principles generally accepted in the United States requires management to make estimates and assumptions that affect the amounts reported in the 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.

 

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. Periodically throughout the year, we have maintained balances in various operating accounts in excess of federally insured limits. 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.

 

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 consolidated statements of operations.

 

Our cash equivalents and short-term investments are classified as investments, 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. 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, our intent to sell the security and our belief that we 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, 2020, we evaluated unrealized losses on security investments 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 December 31, 2020 and 2019, the estimated fair value of cash, cash equivalents and investments was $30.0 million and $26.4 million, respectively. At December 31, 2020 and 2019, the amount of our foreign subsidiary cash, cash equivalents and investments was $4.3 million and $4.2 million, respectively. The following is a summary of cash, cash equivalents and investments at December 31, 2020 and 2019 (in thousands):

 

As of December 31, 2020   Amortized Cost    

Gross

Unrealized Gains

   

Gross

Unrealized Losses

    Fair Value  
Cash   $ 10,918     $     $     $ 10,918  
Money market funds     1,258                   1,258  
Certificates of deposit     492                   492  
Commercial paper     3,274             (1 )     3,273  
Corporate notes and bonds     9,423       4             9,427  
U.S. government treasury     4,599                   4,599  
    $ 29,964     $ 4     $ (1 )   $ 29,967  
Classified as:                                
Cash and cash equivalents   $ 13,526     $     $     $ 13,526  
Short-term investments     16,438       4       (1 )     16,441  
    $ 29,964     $ 4     $ (1 )   $ 29,967  

 

As of December 31, 2019   Amortized Cost    

Gross

Unrealized Gains

   

Gross

Unrealized Losses

    Fair Value  
Cash   $ 7,814     $     $     $ 7,814  
Money market funds     1,137                   1,137  
Certificates of deposit     475                   475  
Commercial paper     6,912             (1 )     6,911  
Corporate notes and bonds     7,922       15       (4 )     7,933  
U.S. government agency securities     2,145             (1 )     2,144  
    $ 26,405     $ 15     $ (6 )   $ 26,414  
Classified as:                                
Cash and cash equivalents   $ 10,087     $     $     $ 10,087  
Short-term investments     16,318       15       (6 )     16,327  
    $ 26,405     $ 15     $ (6 )   $ 26,414  

 

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

 

    December 31,  
    2020     2019  
Due within one year   $ 13,248     $ 12,754  
Due within two years     3,193       3,573  
    $ 16,441     $ 16,327  

 

We determined that the gross unrealized losses on our security investments as of December 31, 2020 are temporary in nature. The fair value of our security investments at December 31, 2020 and 2019 reflects net unrealized gains of $3,000 and $9,000, respectively. There were net realized gains of $1,000 and $2,000 on security investments in the years ended December 31, 2020 and 2019, respectively. The cost of securities sold is based on the specific identification method.

 

The following table sets forth the unrealized gains/losses for security investments as of December 31, 2020 and 2019 (in thousands):

 

As of December 31, 2020  

In Gain Position

Less Than 12 Months

   

In Loss Position

More Than 12 Months

    Total in Gain Position  
Description   Fair Value     Unrealized Gain     Fair Value     Unrealized Loss     Fair Value     Unrealized Gain  
Certificates of deposit   $ 492     $     $     $     $ 492     $  
Corporate notes and bonds     9,502       5       3,195       (2 )     12,697       3  
U.S. government agency securities     4,599                         4,599        
Total   $ 14,593     $ 6     $ 3,195     $ (2 )   $ 17,788     $ 3  

 

As of December 31, 2019  

In Gain Position

Less Than 12 Months

   

In Loss Position

More Than 12 Months

    Total in Gain Position  
Description   Fair Value     Unrealized Gain     Fair Value     Unrealized Loss     Fair Value     Unrealized Gain  
Certificates of deposit   $ 475     $     $     $     $ 475     $  
Corporate notes and bonds     10,120       15       4,714       (5 )     14,834       10  
U.S. government agency securities     2,145       (1 )                 2,145       (1 )
Total   $ 12,740     $ 14     $ 4,714     $ (5 )   $ 17,454     $ 9  

 

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. Our allowances are made based on a specific review of all significant outstanding invoices. For those invoices not specifically provided for, allowances 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.

 

The following table summarizes the allowance for doubtful accounts as of December 31, 2020 and 2019 (in thousands):

 

    Amount  
Balance, December 31, 2018   $ 13  
Provision for doubtful accounts     40  
Accounts written off     (25 )
Balance, December 31, 2019     28  
Provision for doubtful accounts     37  
Accounts written off     (61 )
Balance, December 31, 2020   $ 4  

 

As of December 31, 2020 and 2019, our two largest customers accounted for approximately 90% and 92% of our total accounts receivable, respectively. No other customers accounted for 10% or more of our total accounts receivable as of December 31, 2020 and 2019.

 

Property and Equipment

Property and equipment are stated at cost, less accumulated depreciation and amortization which is determined using the straight-line method over the estimated useful lives of two to five years for computer equipment and software, three years for furniture and fixtures, and the shorter of the estimated useful lives or the lease term for leasehold improvements. Repairs and maintenance costs are expensed as they are incurred.

 

Intangible Assets

In December 2006, we acquired the use of a toll-free telephone number for cash consideration of $250,000. This asset had an indefinite useful life. The intangible asset is tested for impairment annually or more often if events or changes in circumstances indicate that the carrying value may not be recoverable. During the year ended December 31, 2020, we determined this indefinite-lived intangible asset was fully impaired, and we recognized a non-cash impairment loss as an operating expense in our consolidated statement of operations.

 

Long-Lived Assets

We assess long-lived assets, which includes property and equipment and identifiable intangible assets, for impairment whenever events or changes in circumstances indicate that the carrying amount of an asset may not be recoverable. An impairment loss would be recognized when the sum of the future net cash flows expected to result from the use of the asset and its eventual disposition is less than its carrying amount. If our estimates regarding future cash flows derived from such assets were to change, we may record an impairment charge to the value of these assets. Such impairment loss would be measured as the difference between the carrying amount of the asset and its fair value.

 

Leases

We account for leases in accordance with Accounting Standards Codification (“ASC”) 842. We recognize operating and finance lease liabilities and corresponding right-of-use (“ROU”) assets on the consolidated balance sheets and provide enhanced disclosures surrounding the amount, timing and uncertainty of cash flows arising from leasing arrangements. We determine if an arrangement is a lease at inception. Operating leases are included in operating lease 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.

 

ROU assets represent the right to use an underlying asset for the lease term and lease liabilities represent the 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. The implicit rate is used when readily determinable. The operating lease ROU asset also includes any lease payments made and excludes lease incentives. The 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. We account for the lease and non-lease components as a single lease component.

 

We have entered into various non-cancelable operating lease agreements for certain offices and certain equipment. The Louisville, Colorado and Sunnyvale, California office leases were both renewed during the year ended December 31, 2020, and will expire on April 30, 2021 and March 31, 2021, respectively.

 

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. Revenue is disaggregated by type as presented in the consolidated statements of operations and is consistent with how we evaluate our financial performance.

 

Under ASC 606, revenue is recognized when control of the promised goods or services is transferred to our customers, in an amount that reflects the consideration we expect to be entitled to in exchange for those goods or services.

 

We determine revenue recognition through the following steps:

 

identification of the contract, or contracts, with a customer;

 

identification of the performance obligations in the contract;

 

determination of the transaction price;

 

allocation of the transaction price to the performance obligations in the contract; and

 

recognition of revenue when, or as, we satisfy a performance obligation.

 

Services Revenue

 

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

 

We offer customer support, technical support, and technology services to large corporations, consumers and SMBs, directly and 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. In direct transactions, we sell directly to the customer at the retail price.

 

The 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 experts. These service programs also include performance standards, which may result in incentives or penalties, which are recognized as earned or incurred.

 

Tier-Based Services – In connection with the provisions of certain services programs, fees are calculated on partner subscription tiers based on number of subscribers. For these programs, we recognize revenue as services are performed, and are billed based on the tier level of number of subscribers supported by our experts.

 

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.

 

In certain cases, we are paid for services that are sold but not yet delivered. We initially record such balances as deferred revenue, and recognize revenue when the service has been provided or, on the non-subscription portion of these balances, when the likelihood of the service being redeemed by the customer is remote (“services breakage”). Based on our historical redemption patterns for these relationships, we believe that the likelihood of a service being delivered more than 90 days after sale is remote. We therefore recognize non-subscription deferred revenue balances older than 90 days as services revenue. For the years ended December 31, 2020 and 2019, services breakage revenue accounted for less than 1% of total services revenue.

 

The following table represents deferred revenue activity for the years ended December 31, 2020 and 2019 (in thousands):

 

    Amount  
Balance, December 31, 2018   $ 1,135  
Deferred revenue     1,887  
Recognition of unearned revenue     (1,829 )
Balance, December 31, 2019     1,193  
Deferred revenue     1,243  
Recognition of unearned revenue     (1,555 )
Balance, December 31, 2020   $ 881  

 

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. For the years ended December 31, 2020 and 2019, revenue from implementation services was not material.

 

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 primarily on an annual subscription with automatic renewal. We provide regular, significant upgrades over the subscription period and therefore recognize revenue for these products ratably over the subscription period. 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 software upgrades are unpredictable and therefore we recognize revenue consistent with the sale of the 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.

 

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.

 

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.

 

Engineering and IT Costs

Engineering and IT expenditures are charged to operations as they are incurred.

 

Software Development Costs

We expense software development costs before technological feasibility is reached. Based on our product development process, technological feasibility is established on the completion of a working model. We determined that technological feasibility is reached shortly before the product is ready for general release and therefore capitalized development costs incurred are immaterial during the periods presented.

 

Purchased Technology for Internal Use

We capitalize costs related to software that we license and incorporate into our product and service offerings or develop for internal use.

 

Advertising Costs

Advertising costs are recorded as sales and marketing expense in the period in which they are incurred. Advertising expense was $0.2 million and $24,000 for the years ended December 31, 2020 and 2019, respectively.

 

Earnings Per Share

Basic earnings per share is computed using our net income and the weighted-average number of common shares outstanding during the reporting period. Diluted earnings per share is 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 when dilutive.

 

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

 

    Years Ended December 31,  
    2020     2019  
             
Net income   $ 446     $ 3,846  
                 
Basic:                
Weighted-average common shares outstanding     19,192       18,977  
Basic earnings per share   $ 0.02     $ 0.20  
Diluted                
Weighted-average common shares outstanding     19,192       18,977  
Effect of dilutive securities:                
Stock options and restricted stock units     177       49  
Diluted weighted-average commons shares outstanding     19,369       19,026  
Diluted earnings per share   $ 0.02     $ 0.20  

 

Accumulated Other Comprehensive Income

The components of accumulated other comprehensive loss relate entirely to accumulated foreign currency translation gain (losses) associated with our foreign subsidiaries and unrealized gains (losses) on investments.

 

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 consolidated statements of comprehensive income are shown before taking into account the related income tax impact. The income tax effect allocated to each component of other comprehensive income for each of the periods presented is not material.

 

Stock-Based Compensation

We apply the provisions of Accounting Standards Codification (“ASC”) 718, Compensation – Stock Compensation, which requires the measurement and recognition of compensation expense for all stock-based payment awards, including grants of restricted stock units (“RSUs”) and options to purchase stock, made to employees and directors based on estimated fair values.

 

In accordance with ASC 718, Compensation – Stock Compensation, we recognize stock-based compensation by measuring the cost of services to be rendered based on the grant date fair value of the equity award. We recognize stock-based compensation over the period an employee is required to provide service in exchange for the award, generally referred to as the requisite service period. For awards with market-based performance conditions, the cost of the awards is recognized as the requisite service is rendered by employees, regardless of when, if ever, the market-based performance conditions are satisfied.

 

The Black-Scholes option pricing model is used to estimate the fair value of service-based stock options and shares purchased under our Employee Stock Purchase Plan (“ESPP”). The determination of the fair value of options is affected by our stock price and a number of assumptions, including expected volatility, expected life, risk-free interest rate and expected dividends. We use historical data for estimating the expected volatility. For certain stock options awards, we use historical data for estimating the expected life of stock options and for others, we use the simplified method for estimating the expected life. The simplified method was used during 2020 for “plain vanilla” (as defined by the SEC) stock option awards. The risk-free interest rate assumption is based on observed interest rates appropriate for the expected terms of the stock options.

 

The Monte-Carlo simulation model is used to estimate fair value of market-based performance stock options. The Monte-Carlo simulation model calculates multiple potential outcomes for an award and establishes a fair value based on the most likely outcome. Key assumptions for the Monte-Carlo simulation model include the risk-free rate, expected volatility, expected dividends and the correlation coefficient.

 

The fair value of restricted stock grants is based on the closing market price of our stock on the date of grant less the expected dividend yield.

 

Income Taxes

Income taxes are accounted for under the asset and liability method. Under this method, deferred tax assets and liabilities are recognized for the estimated future tax consequences attributable to differences between the financial statement carrying amounts of existing assets and liabilities and their respective tax bases, and operating losses and tax credit carryforwards. Deferred tax assets and liabilities are measured using enacted tax rates in effect for the year in which those temporary differences are expected to be reversed or settled. The effect on deferred tax assets and liabilities of a change in tax rates is recognized in the consolidated statements of operations in the period that includes the enactment date. A valuation allowance is recorded to reduce the carrying amounts of deferred tax assets, if it is more likely than not, that such assets will not be realized. Our deferred tax asset and related valuation allowance decreased by $2.6 million to $43 million. As the deferred tax asset is fully allowed for, this change had no impact on our financial position or results of operations.

 

Warranties and Indemnifications

We generally provide a refund period on sales, during which refunds may be granted to consumers under certain circumstances. During the years ended December 31, 2020 and 2019, any refunds granted to consumers were immaterial to the financial statements.

 

Fair Value Measurements

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.

 

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 December 31, 2020 and 2019 (in thousands):

 

As of December 31, 2020   Level 1     Level 2     Level 3     Total  
Money market funds   $ 1,258     $     $     $ 1,258  
Certificates of deposit           492             492  
Commercial paper           3,273             3,273  
Corporate notes and bonds           9,427             9,427  
U.S. government agency securities           4,599             4,599  
Total   $ 1,258     $ 17,791     $     $ 19,049  

 

As of December 31, 2019   Level 1     Level 2     Level 3     Total  
Money market funds   $ 1,137     $     $     $ 1,137  
Certificates of deposit           475             475  
Commercial paper           6,911             6,911  
Corporate notes and bonds           7,933             7,933  
U.S. government agency securities           2,144             2,144  
Total   $ 1,137     $ 17,463     $     $ 18,600  

 

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 that the end of our quarterly reporting period determines when transfers of financial instruments between levels are recognized. No transfers were made between level 1, level 2 and level 3 for the years ended December 31, 2020 and 2019.

 

Segment Information

We report our operations as a single operating segment and has a single reporting unit. Our Chief Operating Decision Maker (“CODM”), our Chief Executive Officer, manages our operations on a consolidated basis for purposes of allocating resources. When evaluating performance and allocating resources, the CODM reviews financial information presented on a consolidated basis.

 

Revenue from customers located outside the United States was immaterial for the years ended December 31, 2020 and 2019.

 

For the years ended December 31, 2020 and 2019, our two largest customers accounted for 87% and 88% of our total revenue, respectively. There were no other customers that accounted for 10% or more of our total revenue in any of the periods presented.

 

Long-lived assets are attributed to the geographic location in which they are located. We include in long-lived assets all tangible assets. Long-lived assets by geographic areas are as follows (in thousands):

 

    December 31,  
    2020     2019  
United States   $ 1,110     $ 532  
Philippines     4       1  
India     1        
Total   $ 1,115     $ 533  

 

Recent Accounting Pronouncements

Recently Adopted Accounting Standards

 

In August 2018, the FASB issued Accounting Standard Update (“ASU”) No. 2018-13, Changes to Disclosure Requirements for Fair Value Measurements (Topic 820) (ASU 2018-13), which improved the effectiveness of disclosure requirements for recurring and nonrecurring fair value measurements. The standard removes, modifies, and adds certain disclosure requirements. We adopted the new standard effective January 1, 2020 and the standard did not have an impact on the consolidated financial statements.

 

New Accounting Standards to be adopted in Future Periods

 

In December 2019, the FASB issued ASU No. 2019-12, Income Taxes (Topic 740): Simplifying the Accounting for Income Taxes (ASU 2019-12), which simplifies the accounting for income taxes. This guidance will be effective in the first quarter of 2021 on a prospective basis, and early adoption is permitted. We do not expect the new standard to have a material impact on the consolidated financial statements.

 

In June 2016, the FASB issued ASU 2016-13, Financial Instruments—Credit Losses (Topic 326): Measurement of Credit Losses on Financial Instruments. The standard's main goal is to improve financial reporting by requiring earlier recognition of credit losses on financing receivables and other financial assets in scope. The effective date for all public companies, except smaller reporting companies, is fiscal years beginning after December 15, 2019, including interim periods within those fiscal years. The effective date for all other entities is fiscal years beginning after December 15, 2022, including interim periods within those fiscal years. We do not expect the new standard to have a material impact on the consolidated financial statements.

 

v3.21.1
Organization and Summary of Significant Accounting Policies (Tables)
12 Months Ended
Dec. 31, 2020
Organization, Consolidation and Presentation of Financial Statements [Abstract]  
Cash, cash equivalents and investments
As of December 31, 2020   Amortized Cost    

Gross

Unrealized Gains

   

Gross

Unrealized Losses

    Fair Value  
Cash   $ 10,918     $     $     $ 10,918  
Money market funds     1,258                   1,258  
Certificates of deposit     492                   492  
Commercial paper     3,274             (1 )     3,273  
Corporate notes and bonds     9,423       4             9,427  
U.S. government treasury     4,599                   4,599  
    $ 29,964     $ 4     $ (1 )   $ 29,967  
Classified as:                                
Cash and cash equivalents   $ 13,526     $     $     $ 13,526  
Short-term investments     16,438       4       (1 )     16,441  
    $ 29,964     $ 4     $ (1 )   $ 29,967  

 

As of December 31, 2019   Amortized Cost    

Gross

Unrealized Gains

   

Gross

Unrealized Losses

    Fair Value  
Cash   $ 7,814     $     $     $ 7,814  
Money market funds     1,137                   1,137  
Certificates of deposit     475                   475  
Commercial paper     6,912             (1 )     6,911  
Corporate notes and bonds     7,922       15       (4 )     7,933  
U.S. government agency securities     2,145             (1 )     2,144  
    $ 26,405     $ 15     $ (6 )   $ 26,414  
Classified as:                                
Cash and cash equivalents   $ 10,087     $     $     $ 10,087  
Short-term investments     16,318       15       (6 )     16,327  
    $ 26,405     $ 15     $ (6 )   $ 26,414  

 

Fair value of marketable securities classified by the stated maturity date
    December 31,  
    2020     2019  
Due within one year   $ 13,248     $ 12,754  
Due within two years     3,193       3,573  
    $ 16,441     $ 16,327  
Unrealized losses for security investments
As of December 31, 2020  

In Gain Position

Less Than 12 Months

   

In Loss Position

More Than 12 Months

    Total in Gain Position  
Description   Fair Value     Unrealized Gain     Fair Value     Unrealized Loss     Fair Value     Unrealized Gain  
Certificates of deposit   $ 492     $     $     $     $ 492     $  
Corporate notes and bonds     9,502       5       3,195       (2 )     12,697       3  
U.S. government agency securities     4,599                         4,599        
Total   $ 14,593     $ 6     $ 3,195     $ (2 )   $ 17,788     $ 3  

 

As of December 31, 2019  

In Gain Position

Less Than 12 Months

   

In Loss Position

More Than 12 Months

    Total in Gain Position  
Description   Fair Value     Unrealized Gain     Fair Value     Unrealized Loss     Fair Value     Unrealized Gain  
Certificates of deposit   $ 475     $     $     $     $ 475     $  
Corporate notes and bonds     10,120       15       4,714       (5 )     14,834       10  
U.S. government agency securities     2,145       (1 )                 2,145       (1 )
Total   $ 12,740     $ 14     $ 4,714     $ (5 )   $ 17,454     $ 9  

 

Allowance for doubtful accounts
    Amount  
Balance, December 31, 2018   $ 13  
Provision for doubtful accounts     40  
Accounts written off     (25 )
Balance, December 31, 2019     28  
Provision for doubtful accounts     37  
Accounts written off     (61 )
Balance, December 31, 2020   $ 4  
Deferred revenue activity
    Amount  
Balance, December 31, 2018   $ 1,135  
Deferred revenue     1,887  
Recognition of unearned revenue     (1,829 )
Balance, December 31, 2019     1,193  
Deferred revenue     1,243  
Recognition of unearned revenue     (1,555 )
Balance, December 31, 2020   $ 881  
Computation of basic and diluted earnings per share
    Years Ended December 31,  
    2020     2019  
             
Net income   $ 446     $ 3,846  
                 
Basic:                
Weighted-average common shares outstanding     19,192       18,977  
Basic earnings per share   $ 0.02     $ 0.20  
Diluted                
Weighted-average common shares outstanding     19,192       18,977  
Effect of dilutive securities:                
Stock options and restricted stock units     177       49  
Diluted weighted-average commons shares outstanding     19,369       19,026  
Diluted earnings per share   $ 0.02     $ 0.20  
Fair value hierarchy for our financial assets measured at fair value on a recurring basis
As of December 31, 2020   Level 1     Level 2     Level 3     Total  
Money market funds   $ 1,258     $     $     $ 1,258  
Certificates of deposit           492             492  
Commercial paper           3,273             3,273  
Corporate notes and bonds           9,427             9,427  
U.S. government agency securities           4,599             4,599  
Total   $ 1,258     $ 17,791     $     $ 19,049  

 

As of December 31, 2019   Level 1     Level 2     Level 3     Total  
Money market funds   $ 1,137     $     $     $ 1,137  
Certificates of deposit           475             475  
Commercial paper           6,911             6,911  
Corporate notes and bonds           7,933             7,933  
U.S. government agency securities           2,144             2,144  
Total   $ 1,137     $ 17,463     $     $ 18,600  

 

Long-lived assets by geographic location
    December 31,  
    2020     2019  
United States   $ 1,110     $ 532  
Philippines     4       1  
India     1        
Total   $ 1,115     $ 533  
v3.21.1
Property and Equipment (Tables)
12 Months Ended
Dec. 31, 2020
Property, Plant and Equipment [Abstract]  
Property and equipment
    December 31,  
    2020     2019  
Computer equipment and software   $ 8,114     $ 7,233  
Furniture and office equipment     140       142  
Leasehold improvements     348       348  
Construction in progress     50       32  
Accumulated depreciation     (7,537 )     (7,222 )
Total property and equipment, net   $ 1,115     $ 533  
v3.21.1
Other Accrued and Other Long-Term Liabilities (Tables)
12 Months Ended
Dec. 31, 2020
Other Liabilities Disclosure [Abstract]  
Other accrued and other long-term liabilities

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

 

    December 31,  
    2020     2019  
Accrued expenses   $ 369     $ 536  
Self-insurance accruals     270       404  
Payroll tax deferral     240        
Total other accrued liabilities   $ 879     $ 940  

 

Other long-term liabilities consist of the following (in thousands):

 

    December 31,  
    2020     2019  
Deferred tax liability, net     443       428  
Long-term income tax payable     223       355  
Payroll tax deferral     240        
Other long-term liabilities     5       9  
Total other long-term liabilities   $ 911     $ 792  

 

v3.21.1
Stock-Based Compensation (Tables)
12 Months Ended
Dec. 31, 2020
Share-based Payment Arrangement [Abstract]  
Stock-based compensation expense
    Years Ended December 31,  
    2020     2019  
Stock-based compensation expense related to grants of:            
Stock options   $ 224     $ 130  
RSU     374       155  
ESPP     36       19  
Total   $ 634     $ 304  
Stock-based compensation expense recognized in:                
Cost of service   $ 28     $ 40  
Engineering and IT     25       25  
Sales and marketing     38       38  
General and administrative     543       201  
Total   $ 634     $ 304  
Weighted average assumptions
    2010 Plan/Restated Plan     Employee Stock Purchase Plan  
    2020     2019     2020     2019  
Risk-free interest rate     0.4 %     1.7 %     0.2 %     2.0 %
Expected term (in years)     6.1       3.1       0.5       0.5  
Volatility     42.5 %     35.6 %     74.4 %     42.4 %
Expected dividend     0.0 %     0.0 %     0.0 %     0.0 %
Weighted-average grant date fair value   $ 0.55     $ 0.52     $ 0.34     $ 0.43  
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 at December 31, 2018     803     $ 2.89       8.43     $ 54  
Granted     90       0.94                  
Exercised                            
Forfeited     (77 )     1.97                  
Outstanding at December 31, 2019     816     $ 1.77       7.49     $ 16  
Granted     2,394       1.56                  
Exercised     (147 )     1.30               116  
Forfeited     (434 )     1.58                  
Outstanding at December 31, 2020     2,629     $ 1.64       8.79     $ 1,605  
Exercisable at December 31, 2020     724     $ 1.74       6.77     $ 468  
Stock options outstanding

Plan

  Option plans ranges of exercise prices     Number of outstanding options     Weighted-average remaining contractual life     Weighted-average exercise price  
2010 Plan/Restated Plan   $ 1.29 – $16.67       2,029,176       8.61     $ 1.86  
Inducement Plan   $ 0.56 – $16.67       600,000       9.37     $ 1.33  
              2,629,176                  
Restricted stock unit activity
    Number of shares     Weighted-average exercise price per share     Weighted-average remaining contractual term (in years)     Aggregate intrinsic value (in thousands)  
Outstanding at December 31, 2018     96     $ 2.78       0.60     $ 227  
Granted     243       1.39                  
Vested     (73 )     2.06                  
Forfeited     (17 )     2.75                  
Outstanding at December 31, 2019     249     $ 1.62       0.60     $ 271  
Granted     127       1.97                  
Vested     (245 )     1.57                  
Forfeited                            
Outstanding at December 31, 2020     131     $ 2.05       0.70     $ 287  
v3.21.1
Income Taxes (Tables)
12 Months Ended
Dec. 31, 2020
Income Tax Disclosure [Abstract]  
Components of income before income taxes
    Years Ended December 31,  
    2020     2019  
United States   $ 50     $ 3,634  
Foreign     498       366  
Total   $ 548     $ 4,000  
Provision for income taxes from continuing operations
    Years Ended December 31,  
    2020     2019  
Current:            
Federal   $     $  
State     9       16  
Foreign     45       118  
Total current   $ 54     $ 134  
                 
Deferred:                
Federal   $     $  
State            
Foreign     48       20  
Total deferred   $ 48     $ 20  
                 
Provision for income taxes   $ 102     $ 154  
Reconciliation of income tax rate
    Years Ended December 31,  
    2020     2019  
Provision of Federal statutory rate   $ 115     $ 835  
State taxes     9       16  
Permanent differences/other     1,825       (13 )
Stock-based compensation     (23 )     23  
Federal valuation allowance used     (1,824 )     (707 )
Provision for income taxes   $ 102     $ 154  
Deferred tax assets and liabilities
    Years Ended December 31,  
    2020     2019  
Deferred tax assets            
Fixed assets   $ 13     $ 78  
Accruals and reserves     122       92  
Stock options     247       197  
Net operating loss carryforwards     36,608       38,335  
Federal and state credits     3,227       3,461  
Foreign credits     163       159  
Intangible assets     1,497       1,789  
Research and development expense     1,487       1,858  
Gross deferred tax assets     43,364       45,969  
Valuation allowance     (43,238 )     (45,846 )
Total deferred tax assets     126       123  
                 
Deferred tax liabilities (1)     (569 )     (551 )
                 
Net deferred liabilities   $ (443 )   $ (428 )

 

(1) Of this amount, $554,000 relates to the Indian subsidiaries unremitted earnings deferred tax liability. The net deferred income tax liabilities are recorded in other long-term liabilities in the accompanying balance sheet.

 

Unrecognized tax benefits
    Years Ended December 31,  
    2020     2019  
Balance, beginning of year   $ 2,121     $ 2,117  
Increase related to prior year tax positions     3       4  
Decrease related to prior year tax positions     (126 )      
Settlements with tax authorities     (78 )      
Balance, end of year   $ 1,920     $ 2,121