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SYSTEMS AND METHODS FOR PROVIDING HIERARCHY OF SUPPORT SERVICES VIA DESKTOP AND CENTRALIZED SERVICE

  • US 20130103973A1
  • Filed: 10/23/2012
  • Published: 04/25/2013
  • Est. Priority Date: 10/24/2011
  • Status: Active Grant
First Claim
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1. A method for providing a hierarchy of automated local and remote support services to a device, the method comprising:

  • (a) detecting, by an agent executing on a device, a problem to be remediated on the device;

    (b) performing, by the agent, automated remediation of the detected problem on the device;

    (c) determining, by a centralized service operating on one or more services remote to the device responsive to receiving a request for support on the device, a service to perform on the device; and

    (d) communicating, automatically by the centralized service via a remote connectivity tool providing a remote connection to the device, a local automation service to the device to perform the service.

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