SYSTEMS AND METHODS FOR SERVICE AGGREGATION USING GRADUATED SERVICE LEVELS IN A CLOUD NETWORK

• US 20110131306A1
• Filed: 11/30/2009
• Published: 06/02/2011
• Est. Priority Date: 11/30/2009
• Status: Active Application

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: FERRIS, James Michael, Riveros, Gerry Edward
• Granted Patent: US 10,268,522 B2
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: G06F 9/5061 Partitioning or combining of resources
• CPC Class Codes: G06F 9/5072 Grid computing
• CPC Class Codes: G06F 9/5077 Logical partitioning of resources; Management or configuration of virtualized resources specific details on emulation or internal functioning of virtual machines G06F9/455
• CPC Class Codes: H04L 47/72 using reservation actions during connection setup
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46

Abstract

Embodiments relate to systems and methods for service aggregation using graduated service levels in a cloud network. In embodiments, a service aggregation platform can encode a service delivery profile to manage the delivery of support services to both vendors, such as independent software vendors (ISVs), and their users in a cloud-based network or networks. Vendors may choose to host their technical support and related services in the service aggregation platform, and define a graduated set of levels of service to which their customers, subscribers, and/or other users may be registered or entitled Users of virtual machines hosted in the one or more cloud can receive technical support, help desk, updating, and/or other support directly from the service aggregation platform, or indirectly through the vendor. The aggregation platform can serve as a trusted portal for delivery of software certification, dependency testing, issue resolution, and/or other degrees or types of support.

Claims

1. A method of generating network support service, comprising:

receiving a request for network support service from a requesting entity associated with at least one cloud network via at least one independent software vendor (ISV);

comparing the request for network support service to a set of service entitlements for the requesting entity recorded in a service delivery profile; and

generating a response to the request for the network support service via a service aggregation platform based on the comparison of the request for network support service to the set of service entitlements for the requesting entity.

2. The method of claim 1, wherein the requesting entity comprises at least one user-level virtual machine hosted in the at least one cloud network.

3. The method of claim 2, wherein the requested network support service comprises at least one of a security service, a storage service, or a technical support resolution request.

4. The method of claim 1, wherein the request for network support service comprises a request for at least one level in a set of graduated support service levels.

5. The method of claim 1, wherein the requesting entity comprises the at least one independent software vendor (ISV) registered in the at least one cloud network.

6. The method of claim 5, wherein the request for network support service comprises an escalation request to process a previously requested network support service received via at least one user-level virtual machine.

7. The method of claim 5, wherein the at least one cloud network comprises a plurality of cloud networks, and the at least one independent software vendor (ISV) is registered to each of the plurality of cloud networks.

8. The method of claim 5, wherein the independent software vendor (ISV) is hosted via a vendor server in the Internet.

9. The method of claim 5, wherein the independent software vendor (ISV) is hosted via a virtual machine hosted in the at least one cloud network.

10. The method of claim 1, wherein the requested network support service comprises at least one of a software certification service or a a dependency detection service.

11. The method of claim 1, wherein the service delivery profile comprises at least one of a vendor service profile or a user-level service profile, and the comparing comprises comparing the request for network support service to at least one of the vendor service profile or the user-level service profile.

12. The method of claim 1, wherein the service aggregation platform is hosted via a service aggregation server in the Internet.

13. The method of claim 1, wherein the service aggregation platform is hosted via a virtual machine hosted in the at least one cloud network.

14. A service aggregation system, comprising:

an interface to at least one cloud network to which at least one independent software vendor (ISV) is registered and in which at least one user-level virtual machine is hosted; and

a processor, communicating with the cloud network, the at least one independent software vendor (ISV), and the at least one user-level virtual machine via the interface to the at least one cloud network, the processor being configured to—

receive a request for network support service from a requesting entity associated with the at least one cloud network via the at least one independent software vendor (ISV),

compare the request for network support service to a set of service entitlements for the requesting entity recorded in a service delivery profile, and

generate a response to the request for the network support service based on the comparison of the request for network support service to the set of service entitlements for the requesting entity.

15. The system of claim 14, wherein the requesting entity comprises at least one user-level virtual machine hosted in the at least one cloud network.

16. The system of claim 15, wherein the requested network support service comprises at least one of a security service, a storage service, or a technical support resolution request.

17. The system of claim 14, wherein the request for network support service comprises a request for at least one level in a set of graduated support service levels.

18. The system of claim 14, wherein the requesting entity comprises the at least one independent software vendor (ISV) registered in the at least one cloud network.

19. The system of claim 16, wherein the at least one cloud network comprises a plurality of cloud networks, and the at least one independent software vendor (ISV) is registered to each of the plurality of cloud networks.

20. A vendor system, comprising:

an interface to at least one cloud network to which at least service aggregation platform is registered and in which at least one user-level virtual machine is hosted; and

a processor, communicating with the cloud network, the at least one service aggregation platform, and the at least one user-level virtual machine via the interface to the at least one cloud network, the processor being configured to—

transmit a request for network support service from a requesting entity, and

receive a response to the request for the network support service based on a comparison of the request for network support service to the set of service entitlements for the requesting entity.

21. The system of claim 20, wherein the requesting entity comprises at least one of the vendor system and the at least one user-level virtual machine.