SATSOP, Wash., May 13 2003 — SafeHarbor Technology Corp. announced today that it has been selected by NetScreen Technologies, Inc., a leading developer of network security solutions, to build and continually manage a Web self-service technical support knowledge portal for NetScreen's business customers.

SafeHarbor has a robust technology infrastructure, an excellent track record serving similar enterprise-class organizations and a well-defined process to quickly help NetScreen launch an effective and user-friendly online support environment.

"SafeHarbor's Web self-service knowledge portal is ideal for our many customers, who have varied levels of technical expertise but most importantly always need access to valuable product and technical support-related information quickly and easily," said Walt Brown, vice president of customer service for NetScreen. "To meet this need, NetScreen recognizes that it is often more effective — and more cost efficient — to describe and 'show' a customer how our products and solutions work via an online support environment rather than 'tell' them over the phone."

NetScreen's customer support Web site now features the extensive knowledge portal powered by SafeHarbor's Support Services 3.0, a suite of outsourced services that integrates a robust, graphical Web self-service environment with a data warehouse and analytics, which enable SafeHarbor to continually optimize the support environment based on customer interaction and feedback on the site.

"Fast-growing technology companies need to find ways to improve customer satisfaction and loyalty, but are also compelled to improve the ROI on customer initiatives," said Bo Wandell, SafeHarbor's vice president of marketing and business development. "Assisted support channels like e-mail and the phone don't scale cost effectively. That's why SafeHarbor's online self-service support environment, providing immediate, accessible answers to common user questions, gives our clients a competitive advantage."

NetScreen is the latest addition to SafeHarbor's client roster, which also includes TiVo, SunTrust Banks and American Airlines.

About SafeHarbor Technology Corp.
SafeHarbor is the leading provider of Web self-service customer technical support. A business process outsourcer, SafeHarbor is the only company that provides Web support as an ongoing service, integrating self-service with analytics and assisted support. SafeHarbor Support Services 3.0 is proven to reduce cost and time to market, while improving satisfaction. For a typical client, self-service adoption rises 304% in the first 9 months after launching SafeHarbor's Web support environment. SafeHarbor is the only company that creates, manages and continuously optimizes multiple Web self-service environments for large corporations that interact with customers, employees, customer service agents or partners online. The company's Web self-service delivers dramatic — and immediate — ROI for clients such as Washington Mutual Bank, American Airlines and NTT/Verio. SafeHarbor is an IBM Premier Business Partner under IBM's PartnerWorld xSP Prime for Service Providers initiative. For more information go to www.safeharbor.com.

NetScreen is a trademark of NetScreen Technologies, Inc. Other trademarks are the property of their respective owners.

SafeHarbor Technology Corporation Press Contact:
Blake Cahill
blake.cahill@safeharbor.com
(206) 922-5049

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