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SYSTEMS AND METHODS FOR HYBRID DELIVERY OF REMOTE AND LOCAL TECHNICAL SUPPORT VIA A CENTRALIZED SERVICE

  • US 20110087511A1
  • Filed: 10/22/2010
  • Published: 04/14/2011
  • Est. Priority Date: 07/13/2007
  • Status: Active Grant
First Claim
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1. A method for providing remote online support service in conjunction with local onsite support service, the method comprising the steps of:

  • (a) providing, by a local technician, a predetermined amount of time of onsite support service for a device at a premise, the local technician having a first type of skill from a plurality of skills;

    (b) receiving, by a centralized service, identification by the local technician of an issue with the device, resolution of the issue comprising a plurality of tasks, each of the plurality of tasks to be performed by one or more remote technicians having a corresponding skill type from the plurality of skills; and

    (c) performing, by a first remote technician having a second type of skill from the plurality of skills, a first task of the plurality of tasks on the device via a first network connection to the device, the centralized service assigning the first task to the first remote technician.

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