Patent ID: 6574615
Filing Date: 2003-06-03
Classification: G06F,Y10S

Abstract:
A computer system for measuring and monitoring local client support activity associated with remotely servicing and supporting a client using a local computer comprising:the local computer having a local client support activity file for recording local client support activity, the local computer operable to selectively connect with a remote support center; the local client support activity file further operable to be uploaded when the client contacts the remote support center using the local computer; the remote support center having at least one remote support utility operable to provide client support and operable to receive and store the local client support activity file; the remote support utility selected from the group consisting of a help program, a tutorial program, and a diagnostic comprising a resource for examining a local computer for failures; and the local client support activity file further comprises: a service tag for identifying the local computer; a record of the date and time of the local support activity; and a record of local support activity.