Method and apparatus to enhance product remote customer serviceability
First Claim
1. A method for remote customer serviceability, the method comprising:
- responsive to a problem with a product at a customer site, running a scan tool, wherein the scan tool collects debug data for the product;
sending the debug data to a customer support site;
comparing the debug data to code level data, using a comparison utility at the customer support site, to identify mismatches.
2 Assignments
0 Petitions
Accused Products
Abstract
A scan tool is provided for automated remote data collection. The scan tool is provided to and executed at the customer site. The scan tool collects debug data, including, for example, configuration information, and sends the debug data to a customer service site. A comparison utility at the customer service site compares the debug data to a code level database, which holds valid code levels and their relationships. Historical and current data may be searched. Code levels may be updated and maintained in the code level database. The comparison utility presents mismatches, which may then be communicated back to the customer. If there are no mismatches, engineers may manually check the debug data for errors, which may also be communicated to the customer.
13 Citations
19 Claims
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1. A method for remote customer serviceability, the method comprising:
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responsive to a problem with a product at a customer site, running a scan tool, wherein the scan tool collects debug data for the product;
sending the debug data to a customer support site;
comparing the debug data to code level data, using a comparison utility at the customer support site, to identify mismatches. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for remote customer serviceability, the system comprising:
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a scan tool, wherein the scan tool is run responsive to a problem with a product at a customer site to collect debug data for the product;
a communication medium, wherein the scan tool sends the debug data to a customer support site using the communication medium;
a comparison utility at the customer support site, wherein the comparison utility compares the debug data to code level data to identify mismatches. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. An apparatus for remote customer serviceability, the apparatus comprising:
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means, responsive to a problem with a product at a customer site, running a scan tool, wherein the scan tool collects debug data for the product;
means for sending the debug data to a customer support site; and
means for comparing the debug data to code level data, using a comparison utility at the customer support site, to identify mismatches. - View Dependent Claims (19)
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Specification