Non-invasive networked-based customer support
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United States of America Patent
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Oct 2, 2001
Grant Date -
N/A
app pub date -
Oct 17, 1997
filing date -
Oct 17, 1997
priority date (Note) -
In Force
status (Latency Note)
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Abstract
Customer-service tasks are performed in a noninvasive manner by relying on automatic methods for (a) capturing the state of the operating domain and (b) automatically communicating this state as well as a description of the circumstances that lead to activation of the process to a remote service machine via an electronic network. Network-based customer-service for software support includes an automatic mechanism which initiates the product support process. This automatic mechanism may optionally be augmented by a manual mechanism for initiating the support process. The process captures the operating environment in sufficient detail so as to enable its re-creation in part or in whole on a separate machine. Archived data is transmitted to an off-site storage device, and when this data is received, notification is transmitted to customer-support personnel. The operating environment is re-created, and the customer-support person investigates the problem by executing the software product in the re-created environment.
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