| Significant Accounting Policies | Note 1. Significant Accounting Policies Basis of Presentation The accompanying unaudited interim condensed consolidated financial statements include the accounts of Support.com, Inc. (the “Company”, “Support.com”, “We” or “Our”) and its wholly owned subsidiaries. All intercompany balances and transactions have been eliminated. The condensed consolidated balance sheet as of March 31, 2018 and the consolidated statements of operations and comprehensive loss for the three months ended March 31, 2018 and 2017 and the consolidated statements of cash flows for the three months ended March 31, 2018 and 2017 are unaudited. In the opinion of management, these unaudited interim condensed consolidated financial statements reflect all adjustments (consisting of normal recurring adjustments) that are necessary for a fair presentation of the results for, and as of, the periods shown. The results of operations for such periods are not necessarily indicative of the results expected for the full fiscal year or for any future period. The condensed consolidated balance sheet information as of December 31, 2017 is derived from audited financial statements as of that date. These financial statements have been prepared based upon Securities and Exchange Commission (“SEC”) rules that permit reduced disclosure for interim periods. For a more complete discussion of significant accounting policies and certain other information, Use of Estimates The preparation of financial statements in conformity with generally accepted accounting principles in the United States requires management to make estimates and assumptions that affect the amounts reported in the condensed consolidated financial statements and accompanying notes. The accounting estimates that require management’s most significant, difficult and subjective judgments include accounting for revenue recognition, assumptions used to estimate self-insurance accruals, the valuation and recognition of investments, the assessment of recoverability of intangible assets and their estimated useful lives, the valuations and recognition of stock-based compensation and the recognition and measurement of current and deferred income tax assets and liabilities. Actual results could differ materially from these estimates. Revenue Recognition On January 1, 2018, the Company adopted Financial Accounting Standards Board ("FASB") Accounting Standards Codification Topic 606, Revenue from Contracts with Customers (“ASC 606"). As a result, the Company has changed its accounting policy for revenue recognition and applied ASC 606 using the modified retrospective method. Typically, this approach would result in recognizing the cumulative effect of initially applying ASC 606 as an adjustment to the opening retained earnings at January 1, 2018, while prior period amounts are not adjusted and continue to be reported in accordance with the Company's historic revenue recognition methodology under ASC 605, Revenue Recognition . There have been no other changes to the accounting policies, which are disclosed in our most recent Annual Report on Form 10-K. The accompanying unaudited Condensed Consolidated Financial Statements we present in this report have been prepared in accordance with our policies. Disaggregation of Revenue We generate revenue from the sale of services and sale of software fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. The following table depicts the disaggregation of revenue (in thousands) according to revenue type and is consistent with how we evaluate our financial performance: Three Months Ended March 31, Revenue from Contracts with Customers: 2018 2017 Services $ 15,200 $ 12,915 Software and other 1,322 1,375 Total revenue $ 16,522 $ 14,290 We do not believe that further disaggregation of revenue is necessary as it would not depict information concerning the nature, amount, timing and uncertainties of revenue and cash flows that are affected by economic factors nor the financial performance evaluations performed by our chief operating decision maker. Services Revenue Services revenue is comprised primarily of fees for technology support services. Our service programs are designed for both the consumer and small and medium business (“SMB”) markets, and include computer and mobile device set-up, security and support, virus and malware removal and wireless network set-up, and automation system onboarding and support. All of our revenues are from contracts with our customers. Our customers may generally cancel our contract, without cause, upon written notice (typically ninety days). Our service contracts do have defined terms, however due to the facts stated above, our service contracts are recognized on a month-to-month basis. When the service is provided to customers, our performance obligation is typically satisfied. We offer technology services to consumers and SMBs, primarily through our partners (which include communications providers, retailers, technology companies and others) and to a lesser degree directly through our website at www.support.com. We transact with customers via reseller programs, referral programs and direct transactions. In reseller programs, the partner generally executes the financial transactions with the customer and pays a fee to us which we recognize as revenue when the service is delivered. In referral programs, we transact with the customer directly and pay a referral fee to the referring party. Referral fees are generally expensed in the period in which revenues are recognized. In such referral we bear substantially all risks associated with the transaction, we record the gross amount of revenue. In direct transactions, we sell directly to the customer at the retail price. The technology services described above include three types of offerings: · Hourly-Based Services - In connection with the provisions of certain services programs, fees are calculated based on contracted hourly rates with partners. For these programs, we recognize revenue as services are performed, based on billable hours of work delivered by our technology specialists. These services programs also include performance standards, which may result in incentives or penalties, which are recognized when control transfers to our partners. · Subscription-Based Services - 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. Management has determined control transfers ratably over the contract period. · 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 a contract liability and is included in 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 three months ended March 31, 2018 and 2017, services breakage revenue was less than 1% of our total revenue. The Company recognized $1.0 million of revenue during the period ended March 31, 2018 that was included in deferred revenue as of December 31, 2017. Partners are generally invoiced monthlyand payments are typically due within 30 to 45 days. 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. We generally provide a refund period on services, during which refunds may be granted to customers under certain circumstances, including inability to resolve certain support issues. For our partnerships, the refund period varies by partner, but is generally between 5 and 14 days. For referral programs and direct transactions, the refund period is generally 5 days. For all channels, we recognize revenue net of refunds and cancellations during the period. Refunds and cancellations have not been material. 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 Software and Other Revenue Software and other revenue is comprised primarily of fees for end-user software products provided through direct customer downloads and through the sale of these end-user software products via partners. Our software is sold to customers as a perpetual license or as a fixed period subscription. We offer when-and-if-available software upgrades to our end-user products. Management has determined that these upgrades are not distinct, as the upgrades are an input into a combined output. In addition, Management has determined that the frequency and timing of the when-and-if-available upgrades are unpredictable and therefore we recognize revenue consistent with the sale of the perpetual license or subscription. We generally control fulfillment, pricing, product requirements, and collection risk and therefore we record the gross amount of revenue. We provide a 30-day money back guarantee for the majority of our end-user software products. For certain end-user software products, we sell perpetual licenses. We provide a limited amount of free technical support to customers. Since the cost of providing this free technical support is insignificant and free product enhancements are minimal and infrequent, we do not defer the recognition of revenue associated with sales of these products. For certain of our end-user software products (principally SUPERAntiSpyware), we sell licenses for a fixed subscription period. We provide regular, significant updates over the subscription period and therefore recognize revenue for these products ratably over the subscription period. Other revenue consists primarily of revenue generated through partners advertising to our customer base in various forms, including toolbar advertising, email marketing, and free trial offers. We recognize other revenue in the period in which control transfers to our partners. Cash, Cash Equivalents and Investments All liquid instruments with an original maturity at the date of purchase of 90 days or less are classified as cash equivalents. Cash equivalents and short-term investments consist primarily of money market funds, certificates of deposit, commercial paper, corporate and municipal bonds. Our interest income on cash, cash equivalents and investments is recorded monthly and reported as interest income and other in our condensed consolidated statements of operations. Our cash equivalents and short-term investments in debt securities are classified as available-for-sale, and are reported at fair value with unrealized gains/losses included in accumulated other comprehensive loss within stockholders’ equity on the condensed consolidated balance sheets. We view our available-for-sale portfolio as available for use in our current operations, and therefore we present our marketable securities as short-term assets. We monitor our investments for impairment on a quarterly basis and determine whether a decline in fair value is other-than-temporary by considering factors such as current economic and market conditions, the credit rating of the security’s issuer, the length of time an investment’s fair value has been below our carrying value, the Company’s intent to sell the security and the Company’s belief that it will not be required to sell the security before the recovery of its amortized cost. If an investment’s decline in fair value is deemed to be other-than-temporary, we reduce its carrying value to its estimated fair value, as determined based on quoted market prices or liquidation values. Declines in value judged to be other-than-temporary, if any, are recorded in operations as incurred. At March 31, 2017, we evaluated our unrealized gains/losses on available-for-sale securities and determined them to be temporary. We currently do not intend to sell securities with unrealized losses and we concluded that we will not be required to sell these securities before the recovery of their amortized cost basis. The following is a summary of cash, cash equivalents and investments at March 31, 2018 and December 31, 2017 (in thousands): Amortized Cost Gross Unrealized Gains Gross Unrealized Losses Fair Value As of March 31, 2018 Cash $ 8,176 $ — $ — $ 8,176 Money market funds 10,000 — — 10,000 Certificates of deposit 1,196 — (3 ) 1,193 Commercial paper 1,990 — (1 ) 1,989 Corporate notes and bonds 22,557 — (131 ) 22,426 U.S. government agency securities 3,790 — (3 ) 3,787 $ 47,709 $ — $ (138 ) $ 47,571 Classified as: Cash and cash equivalents $ 19,675 $ — $ — $ 19,675 Short-term investments 28,034 — (138 ) 27,896 $ 47,709 $ — $ (138 ) $ 47,571 Amortized Cost Gross Unrealized Gains Gross Unrealized Losses Fair Value As of December 31, 2017 Cash $ 7,408 $ — $ — $ 7,408 Money market funds 10,643 — (1 ) 10,642 Certificates of deposit 1,207 — (1 ) 1,206 Commercial paper 2,494 — (1 ) 2,493 Corporate notes and bonds 22,846 — (77 ) 22,769 U.S. government agency securities 4,719 — (4 ) 4,715 $ 49,317 $ — $ (84 ) $ 49,233 Classified as: Cash and cash equivalents $ 18,051 $ — $ (1 ) $ 18,050 Short-term investments 31,266 — (83 ) 31,183 $ 49,317 $ — $ (84 ) $ 49,233 The following table summarizes the estimated fair value of our available-for-sale securities classified by the stated maturity date of the security (in thousands): March 31, 2018 December 31, 2017 Due within one year $ 21,101 $ 22,228 Due within two years 6,795 8,955 $ 27,896 $ 31,183 Fair Value Measurements Accounting Standards Codification (“ASC”) 820, Fair Value Measurements and Disclosures, · Level 1 - Quoted prices in active markets for identical assets or liabilities. · Level 2 - Inputs other than Level 1 that are observable, either directly or indirectly, such as quoted prices for similar assets or liabilities; quoted prices in markets that are not active; or other inputs that are observable or can be corroborated by observable market data for substantially the full term of the assets or liabilities. · Level 3 - Unobservable inputs that are supported by little or no market activity and that are significant to the fair value of the assets or liabilities. In accordance with ASC 820, the following table represents our fair value hierarchy for our financial assets (cash equivalents and investments) measured at fair value on a recurring basis as of March 31, 2018 and December 31, 2017 (in thousands): As of March 31, 2018 Level 1 Level 2 Level 3 Total Money market funds $ 10,000 $ — $ — $ 10,000 Certificates of deposit — 1,193 — 1,193 Commercial paper — 1,989 — 1,989 Corporate notes and bonds — 22,426 — 22,426 U.S. government agency securities — 3,787 — 3,787 Total $ 10,000 $ 29,395 $ — $ 39,395 As of December 31, 2017 Level 1 Level 2 Level 3 Total Money market funds $ 10,642 $ — $ — $ 10,642 Certificates of deposit — 1,206 — 1,206 Commercial paper — 2,493 — 2,493 Corporate notes and bonds — 22,769 — 22,769 U.S. government agency securities — 4,715 — 4,715 Total $ 10,642 $ 31,183 $ — $ 41,825 For short-term investments, measured at fair value using Level 2 inputs, we review trading activity and pricing for these investments as of the measurement date. When sufficient quoted pricing for identical securities is not available, we use market pricing and other observable market inputs for similar securities obtained from various third party data providers. These inputs either represent quoted prices for similar assets in active markets or have been derived from observable market data. Our policy is to recognize the transfer of financial instruments between levels at the end of our quarterly reporting period. Concentrations of Credit Risk Financial instruments that potentially subject us to concentrations of credit risk consist principally of cash equivalents, investments and trade accounts receivable. Our investment portfolio consists of investment grade securities. Except for obligations of the United States government and securities issued by agencies of the United States government, we diversify our investments by limiting our holdings with any individual issuer. We are exposed to credit risks in the event of default by the issuers to the extent of the amount recorded on the consolidated balance sheets. The credit risk in our trade accounts receivable is substantially mitigated by our evaluation of the customers’ financial conditions at the time we enter into business and reasonably short payment terms. For the three months ended March 31, 2018, Comcast and Cox accounted for 69% and 12%, respectively, of our total revenue. For the three months ended March 31, 2017, Comcast accounted for 65% of our total revenue. There were no other customers that accounted for 10% or more of total revenue for the three months ended March 31, 2018 and 2017. 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. As of March 31, 2018, Comcast and Cox accounted for 64% and 11%, respectively, of our total accounts receivable. As of December 31, 2017, Comcast and Cox accounted for 71% and 12% of our total accounts receivable, respectively. There were no other customers that accounted for 10% or more of our total accounts receivable as of March 31, 2018 and December 31, 2017. Trade Accounts Receivable and Allowance for Doubtful Accounts Trade accounts receivable are recorded at the invoiced amount. We perform evaluations of our customers’ financial condition and generally do not require collateral. We make judgments as to our ability to collect outstanding receivables and provide allowances for a portion of receivables when collection becomes doubtful. Reserves are made based on a specific review of all significant outstanding invoices. For those invoices not specifically provided for, reserves are recorded at differing rates, based on the age of the receivable. In determining these rates, we analyze our historical collection experience and current payment trends. The determination of past-due accounts is based on contractual terms. We had an allowance for doubtful accounts of $4,000 and $9,000 at March 31, 2018 and December 31, 2017, respectively. Self-Funded Health Insurance Effective January 1, 2015, the Company maintains a self-funded health insurance program with a stop-loss umbrella policy with a third party insurer to limit the maximum potential liability for medical claims. With respect to this program, the Company considers historical and projected medical utilization data when estimating its health insurance program liability and related expense. As of March 31, 2018, the Company had approximately $648,000 in reserve for its self-funded health insurance program. As of December 31, 2017, the Company had approximately $679,000 in reserve for its self-funded health insurance program. The reserve is included in “other accrued liabilities” in the condensed consolidated balance sheets. The Company regularly analyzes its reserves for incurred but not reported claims and for reported but not paid claims related to its self-funded insurance program. The Company believes its reserves are adequate. However, significant judgment is involved in assessing these reserves such as assessing historical paid claims, average lags between the claims’ incurred date, reported dates and paid dates, and the frequency and severity of claims. There may be differences between actual settlement amounts and recorded reserves and any resulting adjustments are included in expense once a probable amount is known. Accumulated Other Comprehensive Loss The components of accumulated other comprehensive loss, which relate entirely to accumulated foreign currency translation losses associated with our foreign subsidiaries and unrealized losses on investments, consisted of the following (in thousands): Foreign Currency Translation Losses Unrealized Losses on Investments Total Balance as of December 31, 2017 $ (2,024 ) $ (84 ) $ (2,108 ) Current-period other comprehensive income (90 ) (56 ) (146 ) Balance as of March 31, 2018 $ (2,114 ) $ (140 ) $ (2,254 ) Realized gains/losses on investments reclassified from accumulated other comprehensive loss are reported as interest income and other, net in our consolidated statements of operations. The amounts noted in the condensed consolidated statements of comprehensive loss are shown before taking into account the related income tax impact. The income tax effect allocated to each component of other comprehensive loss for each of the periods presented is not significant. Stock-Based Compensation We apply the provisions of ASC 718, Compensation - Stock Compensation The fair value of our stock-based awards was estimated using the following weighted average assumptions for the three months ended March 31, 2017 and 2016: Stock Option Plan Employee Stock Purchase Plan Three Months Ended March 31, 2018 2017 2018 2017 Risk-free interest rate 2.4 % 1.4 % 0.5 % 0.6 % Expected term (in years) 3.0 3.6 0.5 0.5 Volatility 41.3 % 46.2 % 39.0 % 44.5 % Expected dividend 0 % 0 % 0 % 0 % Weighted average grant-date fair value $ 0.84 $ 0.96 $ 0.39 $ 0.60 We recorded the following stock-based compensation expense for the three months ended March 31, 2018 and 2017 (in thousands): Three Months Ended March 31, 2018 2017 Stock-based compensation expense related to grants of: Stock options $ 288 $ 14 Employee Stock Purchase Plan (“ESPP”) 5 6 Restricted stock units (“RSUs”) 83 70 $ 376 $ 90 Stock-based compensation expense recognized in: Cost of service $ 21 $ 42 Cost of software and other - 3 Research and development 14 41 Sales and marketing 19 7 General and administrative 322 (3 ) $ 376 $ 90 Earnings (Loss) Per Share Basic earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding during the reporting period. Diluted earnings (loss) per share is computed using our net income (loss) and the weighted average number of common shares outstanding, including the effect of the potential issuance of common stock such as stock issuable pursuant to the exercise of stock options and warrants and vesting of RSUs using the treasury stock method when dilutive. For the three months ended March 31, 2018 and 2017, we were in a loss position therefore, all shares were anti-dilutive. The following potential common shares outstanding were excluded from the computation of diluted loss per share because including them would have been antidilutive (in thousands): Three Months Ended March 31, 2018 2017 Stock options 721 793 RSUs 69 270 Total common share equivalents 790 1,063 Warranties and Indemnifications We generally provide a refund period on sales, during which refunds may be granted to consumers under certain circumstances, including our inability to resolve certain support issues. For our partnerships For the majority of our end-user software products, 30-day money back guarantee. We generally agree to indemnify our customers against legal claims that our end-user software products infringe certain third-party intellectual property rights. As of March 31, 2017, we have not been required to make any payment resulting from infringement claims asserted against our customers and have not recorded any related accruals. Recent Accounting Pronouncements Accounting Standards Adopted in the Current Period Revenue Recognition We have implemented all new accounting pronouncements that are in effect and that management believes would materially affect our financial statements. In May 2014, the Financial Accounting Standards Board (the “FASB”) issued ASU No. 2014-09, Revenue from Contracts with Customers Deferral of the Effective Date Financial Instruments In January 2016, Financial Instruments - Recognition and Measurement of Financial Assets and Financial Liabilities (Topic 825) The Company adopted ASU 2016-01 in its first quarter of 2018 utilizing the modified retrospective transition method. Based on the composition of the Company’s investment portfolio, the adoption of ASU 2016-01 did not have a material impact on its consolidated financial statements. New Accounting Standards to be adopted in Future Periods Restricted cash In November 2016, the FASB issued ASU No. 2016-18, Statement of Cash Flows Lease Accounting In February 2016, the FASB issued ASU No. 2016-02, Leases (Topic 842), Comprehensive Income In February 2018, the FASB issued ASU 2018-02, Income Statement-Reporting Comprehensive Income (Topic 220): Reclassification of Certain Tax Effects from Accumulated Other Comprehensive Income |
