50% of Smart Device Owners Willing to Pay Monthly Support

Support.com, CSS Corp, Sutherland Global Services, and PlumChoice Examine IoT Tech Support at CONNECTIONS™ Summit at CES

DALLAS, TX--(Marketwired - Dec 16, 2014) -  Parks Associates[1] finds 16% of U.S. broadband households own a smart home device and one-third have experienced at least one technical problem with their devices. For example, 31% of owners of smart garage door openers and 26% of owners of smart smoke detectors have experienced technical problems. Among smart home device owners in U.S. broadband households, 56% are willing to pay $9.99 per month for a tech support service, and 43% are willing to pay $39.99 per month.

Parks Associates will address how the Internet of Things and connected CE are changing the technical needs of households during CONNECTIONS™ Summit at CES[2], January 6, 2015. The session "Consumer Support in the Internet of Things"[3] will feature the following panelists:

  • Sampath Gomatam, SVP of Product, Support.com
  • Larry Gordon[4], President, iYogi
  • Chris Rezendes, EVP and Chief Sales Officer, CSS Corp
  • Ratul Sengupta, Vice President Client Engagement, Sutherland Global Services
  • Paul Weichselbaum, Executive Vice President, PlumChoice

"Most consumers expect device manufacturers to offer some support services free of charge, but the growing adoption of smart home and IoT products, along with the complexity of broadband homes, is increasing the value that consumers attach to premium support services," said Patrice Samuels[5], Research Analyst, Parks Associates. "Currently 15% of connected CE consumers are willing to pay $49.99 per year for a comprehensive support service, and interest increases with the number of devices owned. The average U.S. broadband household owns approximately seven connected devices, and at the high end, 68% of consumers with 20 or more CE devices are willing to pay an annual fee of $99.99 or higher."

The CONNECTIONS™ Summit at CES includes six executive sessions and a networking reception sponsored by Greenwave Systems. Event sponsors include Alarm.com, Amdocs, Axiros, Ayla Networks, CSS Corp, EcoFactor, Emerson, Lowe's, Qualcomm, Resolution Products, ROC-Connect, Support.com, ULE Alliance, and WeatherBug Home.

"Smart home technologies are in their infancy, and companies ranging from service providers to product manufacturers have the opportunity to establish valuable offerings for the growing base of smart home owners," said Stuart Sikes[6], President, Parks Associates. "Tech support plays an increasingly important role in brand and product strategy across all service and product categories within the connected home."

Additional speakers at CONNECTIONS™ Summit at CES include:[7]

ADT - Steve Shapiro, VP of Product Solutions
Alarm.com - Jay Kenny, VP, Marketing
Amazon - Michael Paull, Vice President, Digital Video
Amdocs - Adam Tichelaar, Director, Connected Home Solutions & Program Management
Arrayent - Shane Dyer, President
AT&T - Kevin Petersen, President, Digital LifeGW Shaw, Vice President, U-verse and Video Products
Axiros - Peter LeBlanc, Vice President, Axiros
Ayla Networks - David Friedman, CEO & Co-Founder
BrightLine - Rob Aksman, Co-Founder and Chief Experience Officer
Cisco - JT Taylor, Senior Manager
Comcast - Elad Nafshi, VP Video Product Management
DivX, LLC - Eric Grab, Chief Technology Officer
EcoFactor - Matt Plante, CEO
Ericsson - Ken Durand, Vice President, Innovation and Business Development
Gracenote - Rich Cusick, General Manager, Video
Greenwave Systems - Nate Williams, CMO and EVP of Business Development
Lowe's - Kris Bowring, Director of Business Development, Iris Smart Home Business Unit, New Business
NETGEAR - Michael Clegg, SVP and GM of Service Provider Business
Qualcomm Atheros - Joseph Bousaba, Senior Director, Product Management
Resolution Products, Inc. - Brian Seemann, President
ROC-Connect - Marcus Sheiber, Co-Founder and CEO
Roku - Jim Funk, SVP Product Management
ThinkAnalytics - Christy Martin, Chief Technical Advisor
Time Warner Cable - Chris Williams, Sr. Director Product Strategy and Development
TiVo Inc. - Jim Denney, Vice President, General Manager, Product Marketing
ULE Alliance - Avi Barel, Director Business Development
Verizon Digital Media Services - Chris Carey, Chief Product Officer
WeatherBug Home, by EarthNetworks - Amena Ali, CMO

CONNECTIONS™ Summit will be held at CES Tech West in the Venetian Ballrooms Level 1, Casanova Rooms 601-603. Register at www.cesweb.org/press[8]. Follow the event on Twitter at @CONN_Summit[9] and #CONNSummit15. To schedule a meeting with an analyst or speaker, contact Holly Sprague at This email address is being protected from spambots. You need JavaScript enabled to view it.[10], 720.987.6614.

About CONNECTIONS™ Summit at CES

CONNECTIONS™ Summit at CES, hosted by international research firm Parks Associates, focuses on emerging areas critical to the growth of the connected home, including 4K, Internet of Things (IoT), tech support, and more. The interactive panel discussions, featuring consumer research and analysis, provide insights from key industry players on innovative business models, unique monetization strategies, and technology adoption rates and consumer trends for digital home solutions.

The 2015 CONNECTIONS™ Summit will take place January 6, 2015, during CES Tech West at The Sands Expo and Convention Center in Las Vegas. Follow the event on Twitter at @CONN_Summit.[11]

For information about CONNECTIONS™, contact This email address is being protected from spambots. You need JavaScript enabled to view it.[12] or call 972-490-1113 or visit www.connectionssummit.com[13]


  1. ^ Parks Associates (www.parksassociates.com)
  2. ^ CONNECTIONS™ Summit at CES (www.parksassociates.com)
  3. ^ The session "Consumer Support in the Internet of Things" (www.parksassociates.com)

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