Providing custom product support for a software program

• US 20060070077A1
• Filed: 08/17/2005
• Published: 03/30/2006
• Est. Priority Date: 09/30/2004
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Greenberg, Steven M., Coon, Thomas S., Canning, Benjamin E., Erlandson, Aaron E.
• Application Number:
  US11/206,387
• Publication Number:
  US 20060070077A1
• Time in Patent Office: Days
• US Class Current: 718/104
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0775 Content or structure details of the error report, e.g. specific table structure, specific error fields
• CPC Class Codes: G06F 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06F 11/34 Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment
• CPC Class Codes: G06F 2201/865 Monitoring of software
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

The system described herein provides providing application support by receiving data indicating application run-time characteristics, determining severity of errors associated with running the application based on the data, and determining if there are resources available to provide application support. The system may also determine if the application passes integrity checks. If the severity of application errors exceeds a predetermined threshold and there are resources available for free application support, then the system may provide free application support. A queue may be used for instances of eligibility for free application support. Free application support may be provided by either telephone or online interaction.

Claims

1. A method performed in a computer system for providing application support, comprising:

receiving data indicating application run-time characteristics;

determining severity of errors associated with running the application based on the data; and

determining if there are resources available to provide application support.

2. A method, according to claim 1, further comprising:

determining if the application passes integrity checks.

3. A method, according to claim 2, wherein the integrity checks include determining if the application is an evaluation version of the application.

4. A method, according to claim 1, further comprising:

if the severity of application errors exceeds a predetermined threshold and there are resources available for free application support, then providing free application support.

5. A method, according to claim 4, wherein providing free application support includes placing an instance in a queue of instances indicated as eligible to receive free application support.

6. A method, according to claim 5, wherein the queue is flushed periodically.

7. A method, according to claim 5, wherein the free application support is provided by at least one of:

telephone and online interaction.

8. A method, according to claim 1, wherein determining the severity of errors associated with running the application includes running a plurality of diagnostics on a computer that hosts the application and providing the result thereof to the server.

9. A method, according to claim 1, further comprising:

determining if the user has access to a localized help desk.

10. A method, according to claim 9, further comprising:

if the severity of application errors exceeds a predetermined threshold and there are resources available for free application support and the user does not have access to a localized help desk, then providing the user with free application support.

11. A computer readable medium having computer executable instructions for performing the steps recited in claim 1.

12. A system having at least one processor that performs the steps recited in claim 1.

13. A method performed in a computer system for providing application support, comprising:

providing a queue for instances that merit application support, wherein each of the instances corresponds to application use by a user; and

providing a plurality of specific instances to the queue based on predetermined criteria, wherein placement in the queue of a particular instance is not apparent to a corresponding user until application support is provided.

14. A method, according to claim 13, further comprising:

removing an instance from the queue prior to providing application support.

15. A method, according to claim 13, wherein the predetermined criteria include severity of errors associated with running the application and resources available to provide application support.

16. A computer readable medium having computer executable instructions for performing the steps recited in claim 13.

17. A system having at least one processor that performs the steps recited in claim 13.

18. A method performed in a computer system for providing application support, comprising:

providing a queue for instances that merit application support, wherein instances are placed in the queue based on predetermined criteria;

placing a first instance in the queue;

determining that a second instance should not be placed in the queue; and

providing alternative support, different from the application support, in connection with the second instance.

19. A computer readable medium having computer executable instructions for performing the steps recited in claim 18.

20. A system having at least one processor that performs the steps recited in claim 18.