Patent Number: 6,298,457

Title: Non-invasive networked-based customer support

Abstract: Customer-service tasks are performed in a noninvasive manner by relying on automatic methods for (a) capturing the state of the operating domain and (b) automatically communicating this state as well as a description of the circumstances that lead to activation of the process to a remote service machine via an electronic network. Network-based customer-service for software support includes an automatic mechanism which initiates the product support process. This automatic mechanism may optionally be augmented by a manual mechanism for initiating the support process. The process captures the operating environment in sufficient detail so as to enable its re-creation in part or in whole on a separate machine. Archived data is transmitted to an off-site storage device, and when this data is received, notification is transmitted to customer-support personnel. The operating environment is re-created, and the customer-support person investigates the problem by executing the software product in the re-created environment.

Inventors: Rachlin; John N. (Tarrytown, NY), Akkiraju; Rama Kalyani Tirumala (Ossining, NY)

Assignee: International Business Machines Corporation

International Classification: H02H 3/05 (20060101); H02H 003/05 ()

Expiration Date: 10/02/2018