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Computer support network with customer portal to monitor incident-handling status by vendor's computer service system

  • US 7,373,553 B2
  • Filed: 11/08/2004
  • Issued: 05/13/2008
  • Est. Priority Date: 05/21/2003
  • Status: Expired due to Fees
First Claim
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1. A computer support network comprising:

  • a vendor service computer system for receiving and analyzing data relating to support incidents, said service computer system providing solutions to a customer to address said incidents, said vendor service computer system assigning states to an incident as it is being handled, said vendor service computer system automatically advancing the state of an incident from an open state during which a customer can request help from vendor support personnel and a closed state during which a customer cannot request help from vendor support personnel, said vendor service computer system having an incident data base indicating said state; and

    a customer system running service software for;

    automatically detecting a fault when it occurs on said customer system,gathering data concerning said fault, andcommunicating said data to said vendor system,said service software providing a portal providing for said customer tomonitor the state of an incident being handled by said vendor service computer system, andreset the state of an incident in said closed state indicated in said incident database to open an open state.

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