Consolidating and managing hardware maintenance services
First Claim
1. A method for consolidating and managing hardware maintenance services for a plurality of hardware devices, the method comprising:
- categorizing each hardware device into one of a plurality of device categories;
establishing support levels each support level defining service response criteria;
pricing services based on at least one of the device category to which a hardware device is assigned or the support level;
receiving a problem resolution request associated with a hardware device and generating problem case data associated with the request; and
dispatching the problem case data to a single primary service provider regardless of which hardware device is associated with the request.
1 Assignment
0 Petitions
Accused Products
Abstract
Methods, systems, and computer program products consolidate and manage maintenance services for hardware devices and their associated operating system. A method involves categorizing each hardware device into one of a plurality of device categories, establishing support levels where each support level defines service response criteria, and pricing services based on the support level and/or the device category to which a hardware device is assigned. The method also involves receiving a problem resolution request associated with a hardware device and generating problem case data associated with the problem resolution request and dispatching the problem case data to a single primary service provider regardless of which hardware device is associated with the request.
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Citations
20 Claims
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1. A method for consolidating and managing hardware maintenance services for a plurality of hardware devices, the method comprising:
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categorizing each hardware device into one of a plurality of device categories;
establishing support levels each support level defining service response criteria;
pricing services based on at least one of the device category to which a hardware device is assigned or the support level;
receiving a problem resolution request associated with a hardware device and generating problem case data associated with the request; and
dispatching the problem case data to a single primary service provider regardless of which hardware device is associated with the request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A computer program product comprising a computer-readable medium having control logic stored therein for causing a computer to consolidate and manage hardware maintenance services for a plurality of hardware devices, the control logic comprising computer-readable program code for causing the computer to:
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categorize each hardware device into one of a plurality of device categories;
establish support levels each support level defining service response criteria;
price services based on at least one of the device category to which a hardware device is assigned or the support level;
receive a problem resolution request associated with a hardware device and generate problem case data associated with the request; and
dispatch the problem case data to a single primary service provider regardless of which hardware device is associated with the request. - View Dependent Claims (14, 15, 16)
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17. A computer-implemented system for consolidating and managing hardware maintenance services for a plurality of hardware devices, the system comprising:
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means for categorizing each hardware device into one of a plurality of device categories;
means for establishing support levels each support level defining service response criteria;
means for pricing services based on at least one of the device category to which a hardware device is assigned or the support level;
means for receiving a problem resolution request associated with a hardware device; and
means for dispatching the problem resolution request to a single primary service provider for any hardware device associated with the request. - View Dependent Claims (18, 19, 20)
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Specification