Tiered multi-source software support using automated diagnostic-data transfers
First Claim
1. A first-support computer system of a first support vendor comprising:
- an interface for;
receiving first diagnostic data from a customer computer system of a customer,transmitting second diagnostic data to a second-support computer system of a second-support vendor, andtransmitting notifications to said customer; and
an analysis module foranalyzing said first diagnostic data to determine whether a proposed solution should be generated a) with or b) without a response from said second computer system,if a, making available to said customer a first-sole proposed solution without a response from said second computer system, andif b, transmitting at least some of said diagnostic data to said second computer system and, once a response is received from said second computer system, making available to said customer a first-joint proposed solution that is a function of said response.
2 Assignments
0 Petitions
Accused Products
Abstract
Primary and secondary support vendors 20 and 30 provide support for an application 15 running on a customer computer system 11. Diagnostic software 17 running on the customer computer system gathers diagnostic data, which is transmitted to the primary-support vendor'"'"'s computer system 21. There, the diagnostic data is analyzed to determine whether the help of the secondary support vendor is required. If so, the diagnostic data is repackaged for transmission to the secondary support vendor. The results of the secondary analysis are returned to the primary support vendor'"'"'s computer system and used to generate a proposed solution, which is made available to the customer 10.
19 Citations
15 Claims
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1. A first-support computer system of a first support vendor comprising:
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an interface for; receiving first diagnostic data from a customer computer system of a customer, transmitting second diagnostic data to a second-support computer system of a second-support vendor, and transmitting notifications to said customer; and an analysis module for analyzing said first diagnostic data to determine whether a proposed solution should be generated a) with or b) without a response from said second computer system, if a, making available to said customer a first-sole proposed solution without a response from said second computer system, and if b, transmitting at least some of said diagnostic data to said second computer system and, once a response is received from said second computer system, making available to said customer a first-joint proposed solution that is a function of said response. - View Dependent Claims (2, 3, 4, 5)
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6. A method comprising:
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receiving, from a customer computer system of a customer, first diagnostic data associated with a problem on said customer computer system; determining from said first diagnostic data whether a proposed solution should be generated a) with or b) without a response from a second computer system of a second support vendor; if a, making available to said customer a first-sole proposed solution without a response from said second computer system; and if b, transmitting at least some of said diagnostic data to said second computer system and, once a response is received from said second computer system, making available to said customer a first-joint proposed solution that is a function of said response. - View Dependent Claims (7, 8, 9, 10)
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11. A program set embodied in computer readable media, said program set comprising:
an analysis module for receiving, from a customer computer system of a customer, first diagnostic data associated with a problem on said customer computer system; determining from said first diagnostic data whether a proposed solution should be generated a) with or b) without a response from a second computer system of a second support vendor; if a, making available to said customer a first-sole proposed solution without a response from said second computer system; and if b, transmitting at least some of said diagnostic data to said second computer system and, once a response is received from said second computer system, making available to said customer a first-joint proposed solution that is a function of said response. - View Dependent Claims (12, 13, 14, 15)
Specification