(San Diego CA. October 23, 2003) – The Service & Support Professionals Association (SSPA), the leading industry Association for IT support professionals, announced today that Primus Knowledge Solutions, (Nasdaq: PKSI) was recognized for their customer service excellence with a SSPA STAR Award at the recently held SSPA Conference@Savannah. Chosen as the best in what they do, Primus was honored for delivering exemplary technical support to their customers and presented with a 2003 STAR Award in the Support Technology Vendor category.

The winner in this category is a vendor that sells products and services into the software support community. We recognized those vendors that have provided innovative products and services that make life easier for technical support managers. In addition, vendors needed to show their uniqueness, creativity and presence in marketing their products and creating new deliverables for service managers.

“The SSPA STAR Award winners provide a showcase of the top talent within our industry; and serves as the highest form of recognition they can receive in the service and support industry.” said Bill Rose, SSPA Founder/CEO. “As this year’s winner in the Support Technology Vendor category, Primus Knowledge Solutions has proven that they are an exceptional company that delivers world-class services.”

“Primus is honored to receive the STAR Award for Best Support Technology Vendor,” said Michael Brochu, president and CEO of Primus. “We’re pleased to be amongst the best companies in the service and support industry and to have our assisted service to self-service software solutions validated by the industry’s leading association for IT support professionals.”

All SSPA Member companies are eligible to nominate themselves in any number of the categories -- Sustained Performance; High Call Volume; Most Improved; Complex Support Applications; Outsource Support Provider; Innovative Support; Mission Critical Support: Small/Emerging Company and Support Technology Vendor. SSPA provides each Applicant with an electronic application as a benchmark/guideline. The STAR Award Applicants take this task very seriously and spend a considerable amount of time on this arduous, but rewarding process. Many non-winners have said that, even though they did not win an Award, the whole process was well worth the time and effort. They indicate they learned a lot from the process and were able to discover in what areas they can use improvement. For more information on the SSPA STAR Awards please visit www.thesspa.com or send an email to info@thesspa.com.

About Primus Knowledge Solutions
Founded in 1986, Primus Knowledge Solutions (Nasdaq: PKSI) develops award-winning software solutions that power self-service to assisted service offerings for mid-market and Global 2000 organizations. Primus knowledge sharing software is used today in call centers, help desks, and Web self-service environments to increase customer satisfaction, improve employee efficiency, and lower operating costs. Primus continues to receive industry accolades for its robust product suite. In 2003 alone, Primus received the STAR Award for "Best Support Technology Vendor" from the Service & Support Professionals Association (SSPA), was recognized for its trend-setting products and named one of the "100 Companies that Matter in Knowledge Management" by KMWorld magazine, and received the 2003 CRM Excellence Award from the editors of Customer Interaction Solutions magazine. Global organizations such as 3Com, Airbus, The Boeing Company, CompuCom, Eastman Kodak Co., EMC, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, and T-Mobile rely on Primus technology to enhance their customer service and support initiatives. Visit www.primus.com for more information.

About SSPA
Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents over 21,600 service professionals at 2,500 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors. SSPA has become the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration.

SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other related divisions, log on to www.thesspa.com or send an email to info@thesspa.com.